Funeral Plan Terms and Conditions

When are you covered?

 

• If you have paid in one lump sum as a single payment, you are covered immediately.
• If you have paid in monthly instalments for the 1 year instalment plan, and your payments are up to date, you are fully covered after 1 year.
• If you have paid in monthly instalments for the 2, 5 or 10 year instalment plan, and your payments are up to date, you are fully covered after 2 years.

 

Accidental Death is covered from the start date of the Plan, and we will provide the funeral, regardless of how you have chosen to pay. Accidental death has a specific definition which can be found in the Glossary.

If the planholder dies within 1 year for the 1 year instalment plan or within 2 years for 2, 5 or 10 year instalment plan (and death was not accidental death) and payments are up to date, there are two options:

1. The person arranging the funeral will need to pay the plan balance so that we can provide the funeral or;
2. The planholder’s estate can receive a refund of payments made.

If the planholder dies after 1 year for the 1 year instalment plan, or after 2 years for 2, 5 or 10 year instalment plan and payments are up to date, we will not collect any outstanding balance and we will provide the funeral in accordance with the plan irrespective of the cause of death.

Single Payment Plan

 

A Pure Cremation Funeral Plan is designed to meet the demands and needs of people over 18 years of age who want to arrange and pay for their funeral in advance. The cost is £1,995 and is fixed and paid in advance in one lump sum. For comparison purposes, if you were to approach Pure Cremation Limited and request a funeral that was needed today, known as an ‘at need’ service, you would have to pay between £1,395 (for death in hospital) and £1,645 (for death at home) in one lump-sum payment.

 

Instalment Plans

 

A Pure Cremation Funeral Plan is designed to meet the demands and needs of people who want to arrange their funeral in advance but pay by instalments rather than in a one-off payment. Paying in instalments means an instalment charge is added, so the total cost is higher than the single payment price of £1,995.

 

• A 1 and 2 year instalment plan is for people aged 18 to 100+.
• A 5 year instalment plan is for people aged 18 to 84.
• A 10 year instalment plan is for people aged 40 to 74.
  
  

For comparison purposes, if you were to approach Pure Cremation Limited and request a funeral that was needed today, known as an ‘at need’ service, you would have to pay between £1,395 (for death in hospital) and £1,645 (for death at home) in one lump-sum payment.

 

The Location of the Cremation

 

The location of the cremation is chosen by Pure Cremation Funeral Planning. In England this will usually be the Pure Cremation crematorium in Andover, but in other parts of Great Britain this will be a carefully selected crematorium. We are normally unable to transfer people between different jurisdictions e.g. from England to Scotland.

 

The ashes will then be returned to any location of your choosing or alternatively they can be scattered in the Crematorium’s Garden of Remembrance. Additional fees may apply for delivery of ashes outside of Great Britain.

 

What is a nominated representative?

 

When someone buys a plan, they can nominate someone to be the person we should talk to about arrangements when the plan holder dies. This person is the ‘nominated representative’ and is usually the plan holder’s next of kin. They don’t need any special knowledge and we won’t ask them to do anything that’s difficult, but they are the person we will keep informed when we are arranging the cremation.

 

The person who buys the plan can change the nominated representative at any time – and in fact they don’t have to choose one at all, if they don’t wish. Usually, we write to the nominated representative, within five days of them being appointed, to inform them about the plan – but we won’t do this if the person buying the plan doesn’t wish us to.

 

The nominated representative’s role

 

If the planholder passes away, the nominated representative should contact us on 0800 033 77 37. That number is in operation 24 hours a day, 365 days a year.

 

If they die at home, or in a nursing home or hospice, we’ll send a team out as soon as possible to collect their body. If they die in hospital then we usually need the ‘Green Form’ (a formal certificate for burial or cremation) from the hospital registrar, or a release form issued by the hospital before we can collect them.

 

The nominated representative will need to provide us with the Registrar’s certificate of burial or cremation (the Green Form) and sign some simple forms that we send to them by post or email. We’ll then take care of the rest.

 

Cancelling the plan

 

You are at liberty to cancel your plan at any time, without reason.

 

If your plan is secured with a single, one-off payment, then you have 30 days to cancel (known as the ‘cooling off period’) for a full refund. If you cancel after that time, a £350 cancellation fee will be deducted from the refund.

 

If your plan is secured by monthly instalments, then you have the following time to cancel for a full refund:

 

• A plan of 1 year instalments – before 1 year
• A plan of 2 year instalments or more – before 2 years
  
  

However if you cancel after those time periods, a £350 cancellation fee will be deducted from the refund. If, at the time you cancel you’ve paid in less than £350, no refund will be given.

 

What happens if you cancel?

 

If you cancel the plan, either within or after the cancellation period, the plan will end. No further payments will be payable, no funeral services will be provided, and this agreement will be terminated.

 

If, following the death of the planholder, the nominated representative or estate wish to cancel the plan, they can do so and receive a refund (less the cancellation fee if applicable).

 

However, if we receive notification to cancel after we have started to provide our services, no refund will be paid.

 

We may cancel your plan if it is being paid for by instalments and these become unpaid for two or more months.

 

We may also cancel your plan if we have reason to suspect illegal activity in relation to it or any payments relating to it, or if we are not able to carry out what’s included in your plan due to circumstances beyond our control.

 

Making a complaint

 

If you would like to complain, please contact us by phone, email or post using the details below and we will try to make things right.

 

Phone: 0800 033 77 37

Email: complaints@purecremation.co.uk

Post: Pure Cremation Funeral Planning Limited, Complaints Department, Eagle House, Joule Road, Andover, Hampshire SP10 3UX.

 

If you’re not happy with our response, you can ask the Financial Ombudsman Service to look into it. This is a free, independent and impartial service that helps customers resolve disputes with financial services firms.

 

Although you can refer your complaint to the Financial Ombudsman Service at any time, they’ll ask for our permission to investigate complaints where: you haven’t complained to us first, to give us the chance to put things right, or you have complained to us, but we haven’t given you our final response and we’re still within our timescales.

 

How we manage a complaint

 

We will send you a written acknowledgment or a summary resolution communication (if the complaint can be resolved within 3 business days). We’ll also let you know about the Financial Ombudsman Service.

 

For more complex complaints, we’ll send you our final response as soon as we’ve completed our investigation and no later than within 56 days. We’ll also keep you informed in writing along the way, so you’ll know when to expect to hear from us.

 

If we haven’t been able to finalise our investigation in 56 days, we’ll send you a letter letting you know and what steps you can take. These will include going to the Financial Ombudsman Service if you’d prefer not to wait until we’ve finalised our investigation.

 

The contact details for the Financial Ombudsman Service are:

 

Web: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

Phone: 0800 023 45 67

Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

 

Financial Services Compensation Scheme

 

Pure Cremation Funeral Planning Limited is authorised and regulated by the Financial Conduct Authority (FCA) and its plans are covered by the Financial Services Compensation Scheme (FSCS).

 

That means, in the unlikely event we are unable to meet our obligations or pay claims made against us (for instance in the event we stop trading or become insolvent) you (or the planholder’s estate) may be entitled to compensation from the FSCS.

 

Any compensation amount will depend on the circumstances of the claim.

 

Further information can be found by contacting the Financial Services Compensation Scheme:

 

Telephone: 0800 678 11 00

Online: www.fscs.org.uk

 

In the unlikely event we were to go out of business, your money is managed by an independent trust. Your funeral plan contract should be provided by an alternative provider using that money under the same terms and conditions. You should be aware that if your funeral plan could not continue to be carried out by us or any alternative provider, your funeral plan would cease. In this case, you would receive a refund of the money held in trust.

 

Important Information

 

The total cost of your funeral plan includes a proportion of funds which is transferred to the Pure Cremation Funeral Plan Trust (the Trust) when received.

 

The Trust is managed independently to Pure Cremation Funeral Planning Ltd and the funds transferred to the Trust are used to help meet the cost of your cremation when required.

 

The Trust is subject to Financial Conduct Authority solvency requirements to help ensure that it has sufficient resources.

 

The Planholder must be a resident in our coverage area, Great Britain, and payments must be made from a UK bank account. Your plan does not cover the cost of repatriation from abroad.

 

If you wish to pay by instalments you cannot make top up payments to pay off your Plan more quickly. However, you can pay the full outstanding balance on your Plan at any time. If you are going to miss a payment you should call us and let us know, otherwise we can’t help you. We may cancel your plan once you have missed two payments and we have written to you.

 

Getting in touch

 

If you ever need to get in touch – to tell us something or ask us something, here’s how:

 

Phone us, free on:  0800 033 77 37

Email us: planningahead@purecremation.co.uk

Write to us: Pure Cremation Funeral Planning Limited, Eagle House, Joule Road, Andover, Hampshire SP10 3UX.

 

The funeral plan is provided by Pure Cremation Funeral Planning Limited (registered in England and Wales, company number 09906976). Our registered office is: Charlton Park Crematorium, Charlton Down, Andover, England SP11 0TA.

 

Frequently asked questions