Definitions

Accidental Death: accidental death is described as death which occurs within 90 days of an accident or an event caused by violent, external bodily injury which could not be predicted and was not intentional. This excludes self-inflicted injury, such as suicide, or activities where there is an inherent risk of injury (such as war, involvement in criminal acts, extreme sports, drug use, or injury while intoxicated) and death by natural causes, an illness or disease.

Business Charge: the charge by Memoria Funerals to set up and arrange the funeral plan and is the cost difference between the price of a funeral needed now and the funeral plan price. The Business Charge is £500 and is already included in your agreed Funeral Plan price. Please see Section 9 of your Funeral Plan Summary document for a price comparison table.

Funeral Plan Summary: a document which explains what is and is not included in your funeral plan, how you will pay for your plan and information on cancelling your plan and making a complaint.

Insurance Provider: the insurance company chosen by Memorial Funerals Limited to provide insurance cover for your Funeral Plan.

Lump Sum: payment in full, paid all at once.

Membership Pack: the paperwork sent to you via email immediately (if an email address is provided) and followed by a paper copy within 14 days of the purchase of your Funeral Plan.

Moratorium Period: an agreed timescale when Memoria Funerals is not obliged to cover the full funeral cost, unless accidental death occurs.

Payment Method: means the way that you have chosen to pay for your Funeral Plan.

Plan Holder: means the person(s) whom the Funeral Plan is for. The Plan Holder may also be the Plan Purchaser.

Plan Purchaser: means the person who is paying for the Funeral Plan and is responsible for making all the payments due under the Payment Method. The Plan

Purchaser may also be the Plan Holder.

Plan Start Date: means the date that your Funeral Plan commences. Your Funeral Plan commences from the date of receipt of the plan documents.

Representative: means the Plan Holder’s personal chosen Representative or other Representative who has legally been appointed e.g. executor or trustee, etc.

Us/We/Our: means Memoria Funerals, a trading name of Low Cost Funeral Limited and will hereafter be referred to as Memoria Funerals.

You/Your: means the Plan Purchaser/Representative. Your Plan: means the Funeral Plan that you have chosen.

1. Your Memoria Funerals Plan

Your plan is an agreement between You and Us. Your agreement is made up of this document, your Funeral Plan Statement and your Funeral Plan Summary.

You must be a UK resident and be over 40 when you buy your plan. The payment options available have upper age limits from 74 to 99.

Funds to cover your funeral, minus the business charge, are placed with one of our chosen insurance providers. Details of your provider can be found on Section 4 of the Funeral Plan Summary. Please note that for all whole of life policies, the provider will pay out the proceeds to Memoria Funerals.

Payment Methods

Payment in Full: the money paid to Memoria Funerals for your Funeral Plan will be used to purchase a whole life insurance policy with our chosen life insurance provider. The payment will be taken as a single payment by credit or debit card, one-off direct debit, bank transfer or funeral finance option. Memoria Funerals will be the beneficiary of this policy upon your death and use the funds to fulfil your Funeral Plan. You must be aged between 40 and 99. There is no moratorium period with this payment method.

Funeral Safe

If Memoria Funerals introduces you (as a credit broker) to Funeral Safe Limited, an FCA-regulated funeral finance provider who offer a finance term from 2 to 8 years subject to status and personal circumstances. Customers who select this option are provided with Pre-Contract Credit Information, Adequate Explanations and a Credit Agreement directly by Funeral Safe Limited. Funeral Safe can be contacted on 0330 002 0875 or by visiting their website at: funeralsafe.co.uk. Your funeral plan may be cancelled if you do not keep up repayments detailed in the Funeral Safe documentation. Customers who select funeral finance may pay more than the price of the funeral plan, further information about the total amount payable is detailed in the Funeral safe documentation.

2. Taking out a Funeral Plan

By taking out a Funeral Plan you are agreeing to buy your Funeral Plan subject to these Terms and Conditions and are responsible for making all the payments due under the selected Payment Method. You have the rights and benefits set out in these Terms and Conditions, which will be passed to your Estate or your Representative on your death.

3. The Aim of The Plan

To provide a funeral for the covered individual upon death. The funeral will be arranged by Memoria Funerals. No cash alternative can be offered.

4. What Your Plan Includes

The Funeral Plan includes the services described in Section 1 of your Funeral Plan Summary, which forms part of the agreement. The Plan Price includes the administration and processing Business Charge of £500 and this will be taken from the Lump Sum if Payment in Full was the selected Payment Method.

All of our set plans include our Memoria Funerals services and fees, for example, crematorium fees. All of these fees are guaranteed, which means your family/Next of Kin will not pay more for the services included in your Funeral Plan Summary at the time of need. If certain elements of your Funeral Plan are not available at the time of your funeral, we will provide reasonable alternatives. This could include if your coffin choice was no longer available.

5. What Your Funeral Plan Does Not Cover

The Funeral Plan does not include services described in Section 2 of your Funeral Plan Summary. Cost for other services or special requests, for example, a memorial, headstone, flowers and catering are not included in the Funeral Plan. You can make note of your wishes for these services, but we cannot take a financial contribution towards them now. These additional services would need to be paid for at the time of need.

If any other fees are required that are not included in your Funeral Plan, they will need to be paid for separately at the time of the funeral. These will be detailed on your Funeral Plan Summary and can include but are not limited to, battery operated implant removal e.g. pacemaker, a larger coffin, collection fee, delivery of ashes or Doctor’s fees.

In the unfortunate circumstance a Doctor instructs us to transfer the deceased after we have already brought into care, at a location close to them, to examine your loved one a charge of £1.50 a mile will be applied for the transfer for round trip. This does not apply to all plans.

6. Your Funeral Plan Documents

We will send your Membership Pack by email within 48 hours of taking out your Funeral plan and a paper copy, within 14 days of the plan purchase date. You should keep these documents in a safe place and let your family or Representative know where they are kept. It is important that you provide details of a Next of Kin or Representative. With permission we will send a copy of your Funeral Plan details to your chosen Representative. If you do not wish these documents to be sent to your Representative the details will be included in your membership pack should you wish to share them at a later date.

7. What Your Representatives And/Or Family Need To Do At The Time Of Need

Our friendly and supportive team are available 24 hours day, 7 days a week. Please call us on 0800 007 3580.

8. Change Of Address Or Change In Details

If you need to update your details, please call us on 0800 007 3580 or email us at info@memoriafunerals.co.uk. Alternatively, you can write to us at Memoria Funerals, The Pool House, Bicester Road, Stratton Audley, Oxfordshire, OX27 9BS.

9. VAT

Most elements of the funeral service are currently value added tax (VAT) exempt. Your Funeral Plan will not include VAT as it is not currently charged on the items/services included in our set Funeral Plans. Some additional services may include VAT, according to the regulations set out by HM Customs and Revenue. We include VAT at its current rate on the cost of any additional services in your Funeral Plan for which VAT is currently payable at the rate applicable at the Plan Purchase Date.

10. How We Hold Information About You Or Your Representatives

The information we hold about you and your Representative will be used for the purpose of administering your Funeral Plan, for the purchase of the whole of life insurance policy from our chosen life insurance provider. For details of how we store and handle your data please see our Privacy Policy at www.memoriafunerals.co.uk

11. Law

Law of Scotland applies if you reside in Scotland. Law of England and Wales applies if you live in England or Wales.

12. Complaints

If you would like to make a complaint, please email complaints@memoriafunerals.co.uk, call us on 0800 007 3580. Alternatively, you can write to us at Memoria Funerals, The Pool House, Bicester Road, Stratton Audley, Oxfordshire, OX27 9BS. We will aim to resolve your complaint as soon as possible. If further investigation is required, we will write to you to let you know. If you are not happy with our proposed resolution, you can refer your complaint to the Financial Ombudsman Service for free at www.financial-ombudsman.org.uk or by contacting them on 0800 023 4567. For further information please see our complaints policy on www.memoriafunerals.co.uk for further information.

13. Cancelling Your Plan

13.1. Cancellation for Lump Sum

You have the right to cancel your Funeral Plan and to receive a full refund with no obligation within 30 days of the Plan Start Date. If you cancel your plan after 30 days of the Plan Start Date, any monies paid, less than the Cancellation Fee of £299 will be refunded.

14. Making changes to your funeral plan

Lump Sum – If you would like to make any changes to your plan, you can do so by contacting us. You can change your personal funeral wishes at any time. If you would like to upgrade or downgrade your plan, or change your payment method, there may be related costs.

16. Financial Services Compensation Scheme (FSCS)

f we are unable to meet our liabilities, you or the covered individual may be entitled to compensation from the Financial Services Compensation Scheme. First, we will try to find replacement cover for your Funeral Plan on a like for like contract with another regulated provider. If this is not possible the FSCS will protect plan holders and will refund plan holders the cost of a Funeral Plan at that time. Further information about the limits applicable to the different product types is available from the FSCS at fscs.org.uk/what-we-cover/products

Privacy Notice

Our contact details

Name: Memoria Funerals, trading name of Low Cost Funeral Limited.

Address: The Pool House, Bicester Road, Stratton Audley, Bicester OX27 9BS

Phone Number: 0800 007 3580

E-mail: DPO@memoriafunerals.co.uk

This privacy notice was updated in July 2023, if you would like to read our Privacy Policy in full, visit our website www.memoriafunerals.co.uk

1. The type of personal information we collect.

Personal information including first and last name, date of birth and contact information including current residential address, primary email address and/or primary phone number.

We may collect Special Categories of Personal Data, which is classed as sensitive data under GDPR, for example we may collect the below information during or after the initial set up of a contract with us.

  • Religion – This is sometimes shared to ensure any religious funeral preferences can be fulfilled when the time comes to arrange your funeral.
  • Health – We do ask if our clients have any vulnerabilities, we need to be aware of so we can adapt the journey with us to meet their needs. If consent to record these has been given, this information will be recorded on our records.

2. How we get the personal information and why we have it

Most of the personal information we process is provided to us directly by you for one of the following reasons:

  • You have purchased a product or service from Memoria Funerals Limited, or one of our other business entities under Low Cost Funeral Limited.

We use the information that you have given us in order to fulfil the contract obligation you agreed to at the time of purchase. We may share this information with the following.

  • Life insurance policy providers as appointed by us.
  • Funeral Directors/Our chosen partners – this may include details of your Next of Kin/Representative.
  • IT support services
  • Print vendors
  • All companies trading under Low Cost Funeral Limited
  • Third party payment processors
  • Third Parties for marketing purposes, only with your express permission.
  • Third parties to whom we may choose to sell, transfer or merge part of, or the whole of, our business or our assets. The new owner may use your Personal Data in the same way as set out in this Privacy Policy.

Regulatory, government and industry bodies such as (if required under our legal obligations):

  1. Financial Conduct Authority
  2. Information Commissioners Office
  3. HM Revenue & Customs
  4. Law Enforcement bodies
  5. Fraud Prevention Organisations

Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing this information are:

  • Consent
  • Performance of a contract
  • Legitimate interest.

3. How we store your personal information

We have put in place appropriate security measures to prevent

your Personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your Personal data to those employees and professional advisers who have a business need to know.

Whilst you have the legal right to ask us to stop processing your information for direct marketing purposes, we may still be required to hold your information for the purposes of complying with our Legal or Regulatory obligations. Further information can be found on our website www.memoriafunerals.co.uk/privacy-policy

4. Your data protection rights

Under data protection law, you have rights including:

Your right of access

You have the right to ask us for copies of your personal information.

Your right to rectification

You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.

Your right to erasure

You have the right to ask us to erase your personal information in certain circumstances.

Your right to restriction of processing

You have the right to ask us to restrict the processing of your personal information in certain circumstances.

Your right to object to processing

You have the right to object to the processing of your personal information in certain circumstances.

Your right to data portability

You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances. You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

Your Right to object to direct marketing

You have the right to object to all marketing from us, you can do so by contacting us on the details provided in this privacy policy.

Please contact us on the details provided below if you wish to make a request.

5. How to complain

If you have any concerns about our use of your personal information, you can make a complaint to us DPO@memoriafunerals.co.uk

You can also complain to the ICO if you are unhappy with how we have used your data.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
SK9 5AF

Helpline number: 0303 123 1113

ICO website: www.ico.org.uk