Pre-paid funeral plans
1. Information about us and how to contact us 1.1. You (the person paying for the funeral plan and named in the Funeral Plan Summary Document) (“ You ”, “ Your ” and “ Yourself ”) are entering into a contract with Southern Co-operative Funerals Limited trading as Funeralcare, a company registered in England and Wales under number 382640 whose registered office is at 1000 Lakeside, Western Road, Portsmouth, P06 3FE (“ Southern Co-operative Funerals ”). 1.2. Southern Co-operative Funerals is authorised and regulated by the Financial Conduct Authority (“FCA”). Our Firm Registration Number is FRN 965280 and You can view our entry on the Financial Services Register (https://register.fca.org.uk/s/). 1.3. You can contact us via the contact details displayed on the front page of this document. We may need to contact You and will utilise the contact details You have provided to us during the funeral plan consultation. Please let us know if You change Your contact details or if there are other changes in Your personal circumstances which may affect Your funeral plan. 2. Our Contract with you 2.1. Our contractual relationship will commence upon our acceptance of Your instructions as set out during the funeral plan consultation and detailed in the Funeral Plan Summary Document and receipt of a payment from You (“Contract”). If we cannot accept Your funeral plan, we will inform You of this. This might be because of unexpected limits on our resources or because we have identified a mistake in the price or description of Your plan. 3. Your rights to make changes 3.1 Please contact us if You wish to make a change to Your funeral plan such as in relation to the instructions for Your funeral and we will tell You if the change is possible. If it is possible, we will let You know in writing about any changes to the price, timing or anything else which would be necessary as a result of Your requested change and ask You to confirm You want to go ahead with the change. If You do not want to go ahead with the change You can cancel Your funeral plan (meaning You are ending the Contract), but we reserve the right to charge You in accordance with Clause 7 below. 4. Our rights to make changes 4.1. Given the potential passage of time between the date of the funeral plan and the funeral, it may be necessary to make changes to the funeral services to be provided under the funeral plan, including the appointment of an alternative Funeral Director. 4.2. In the event of significant changes, we will contact You immediately to inform You of the changes and discuss Your options. 4.3. If You do not wish to accept the significant changes referred to in Clause 4.2 then You can contact us to cancel your funeral plan (meaning you are ending the Contract). Ending the Contract in these circumstances will be at no cost to You and a full refund of the amounts You have paid in respect of the funeral plan will take place. 5. The funeral arrangements 5.1. Once You have paid the total charges, we will send You Your Funeral Plan Certificate. Please look after this carefully as it is required to redeem the funeral plan. If You lose it, please contact us for a replacement which we will provide free of charge. We will also send You a funeral plan statement every 3 years, informing You of amounts paid, any amounts remaining and reminding You of the key features of Your plan. 5.2. When You need to redeem the funeral plan, You will need to produce the Funeral Plan Certificate. We will arrange the funeral taking into account the instructions set out in the Funeral Plan Summary Document and any additional instructions as to Your funeral preferences disclosed to us at the time subject to any agreed changes which have been made subsequently. 5.3 Please contact us if You need to redeem the funeral plan. If the total charges have not paid in full at the time of a claim You may either:
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