This document tells you who we are, how our plans work and how any changes can be made to your plan. It also explains what to do if there’s a problem, as well as other important information you might need.
We offer two types of funeral plan based on how you choose to pay. If you pay for your plan by single payment or instalments between 6 and 60 months you have a Trust-Based Funeral Plan.
If you have chosen our Over 50s Funeral Plan you will pay monthly premiums until you reach the age of 90 (or should you die sooner, until your death)
We have some words that we use throughout this document and to help you understand them we’ll explain their meaning first.
Your plan is an agreement between you and us. Your agreement is made up of this document, your application form and your plan summary. We’ll issue the plan summary when you buy your plan and it will confirm what’s included.
You must be a UK resident and be over 18 when you buy a plan with a fixed number of payments (our original Trust-Based Funeral Plan). There is no upper age limit when you pay for a plan in this way.
If you’re buying an Over 50s Funeral Plan you must be a UK resident and aged at least 50 at your next birthday and under the age of 75. Your payments will continue until you reach the age of 90 (or, should you die sooner, until your death).
Your cremation will be provided by Pure Cremation Ltd on your death as long as you’ve paid the amounts agreed when you took out the plan. You’ll find details of these in the “How do I pay for my plan?” section.
We only cover funerals carried out in mainland United Kingdom excluding the Highlands and Islands (we do cover the Isle of Wight and Isle of Sheppey but we ake an additional charge for any ferry costs). If you die outside of our coverage area we can help bring you back but there’ll be an extra cost for this. If you are travelling abroad we would recommend you take out a travel insurance policy which will cover the costs of returning your body to the UK. Once your body is returned we can carry out your cremation in line with your wishes. Alternatively, we may be able to help pay towards the cost of a cremation in the place that you die but we do not guarantee to cover the entire cost of this. We DO guarantee to cover the cost of a cremation carried out by us in the UK.
When you buy a Trust-Based Funeral Plan from us the funds are held by the Pure Cremation Funeral Plan Trust which is completely separate from the Pure Cremation business.
If you choose our Over 50’s Funeral Plan we purchase a whole of life policy from Scottish Friendly and the Trust is named as the beneficiary.
All our plans include our fees for the collection of your body within the United Kingdom (excluding Highlands and all Islands), the coffin and return of your ashes as well as the cost of the cremation itself and any doctor’s fees for cremation papers (what are commonly referred to as third-party fees or disbursements).
When you buy your plan, you’ll get a plan summary. This will confirm what’s in your plan. If certain things that your plan includes today aren’t available at the time of your funeral, we’ll provide reasonable alternatives.
Our plans are specifically designed for those who want a Pure Cremation. This is a simple, unattended cremation that takes place at a time and place of our choosing. Our plans never include the following:
You can pay for your plan in one of three ways:
If you choose to pay by instalments over 12-60 months, you’ll pay an extra 4% per year (you can pay over 6 months at no extra cost). You’ll be told the total amount you’ll pay when you buy the plan.
If you choose our Over 50s Funeral Plan then monthly premiums must be paid from your own bank account.
If you choose our Trust-Based Funeral Plan then another person can pay for your plan but if they don’t pay, you’re still responsible. This means that you or another person will have to pay for your plan. You’ll own and control your plan and will receive the documents relating to it. If the person paying for your plan is paying by instalments, that person must be 18 or over.
If you’d like to change the person who pays for your plan, you can contact us using the details at the end of this document.
Your representative should contact Pure Cremation They’ll need to provide us with the registrar’s certificate for 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.
If you have died at home or in a nursing home we’ll send a team out straight away to collect your body. If you have died in hospital then we usually have to wait until we have the Green Form from the Registrar or hospital release form issued by the hospital.
You can pay by cheque, credit or debit card. We’ll send you your plan documents within 14 days but you’ll be completely covered straight away.
If you choose to pay for your plan over a period of 6 months to 5 years the cost of your plan will be split evenly over the term you have chosen. The instalments will be collected monthly by Direct Debit.
Once your plan has been paid in full there will be no more to pay. If you die before all instalments have been paid, your representative will need to pay the rest of the balance.
Yes, if you’re paying by instalments, you can pay the amount of deposit you want at the start of your plan and this will reduce your monthly payments.
It’s important that you contact us as soon as you can if you (or the person paying for the plan) is finding it difficult to pay the instalments.
If you miss 3 instalments in a row, we may cancel your plan and give you back the money paid, less our administration fee. However, if you contact us we can pause your plan for a mutually agreed period of time.
You can make one-off extra payments on any instalment plan at any time to reduce your balance.
If you do this, you’ve then got two options. You can reduce the number of instalments left to pay or you can carry on paying a lower monthly amount for the plan over the same number of instalments.
We’ll confirm the payment schedule in writing, including the new instalment amount, number of instalments and the new total payable over the term. If someone else is paying for your plan, we’ll send them the new payment schedule. Please contact us to arrange a payment.
Yes, you can pay the rest of the balance on your plan at any time.
You can contact us using the details below and we can tell you the balance left to pay if you make full settlement before the next monthly instalment is due.
We’ll work out the balance by taking the amount you have already paid from the total amount that would have been paid if you’d chosen this shorter period in the first place.
If we need to pay any money back to you, we’ll pay it to you even if another person is paying for your plan.
If you have chosen our Over 50s Funeral Plan you will make monthly payments until you reach the age of 90 (or, should you die sooner, until your death). The payments will be taken monthly by Direct Debit.
You’ll find examples of what you might pay in our brochure. The monthly amount payed will depend on your age when you take out the plan and will not increase.
You can get a personalised quote online or by calling us.
Your quote will tell you what your monthly payments will be, however, if you have a birthday within a month of when you take out the plan then your monthly payment will change. We’ll confirm the monthly payment amount in writing when you buy your plan.
If you die within 24 months from the start date of your plan all the payments you have made will contribute towards the current cost of a Pure Cremation. We will match the value of these payments, reducing the balance that your representative will have to pay to make up the difference between the amount you have contributed and the cost of a Pure Cremation at that time.
If you die after 24 months and your monthly payments are up to date, there won’t be any more to pay, guaranteed.
If you miss a monthly payment and it remains unpaid for a period greater than 2 months your plan will be cancelled, and you will not receive any money back. It is very important that you contact us immediately if you are having difficulty making your payments.
If you die after 24 months from the plan start date and have missed a monthly payment for a period no greater than 2 months, your representative can pay those instalments and there will be nothing more to pay. These missing payments will need to be paid before the cremation takes place.
We’ll collect payments monthly by Direct Debit. You can choose a payment date between the 1st and 28th day of the month. Your plan payments will be collected on the same day each month. If this payment date is on a weekend or on a bank holiday, we’ll collect the payment on the next working day.
The plan is designed to provide a Pure Cremation and has no cash value. If your family choose to use a different provider they will not receive any money from your plan to contribute to the costs UNLESS Pure Cremation is unable to deliver the cremation service that you have requested AND the Trust has been unable to find an equivalent provider.
If you have purchased a Trust-Based Funeral Plan your money will be placed into the Pure Cremation Funeral Plan Trust. This has been established in accordance with the terms of the Financial Services and Markets Act 2000 which sets out the legislation that applies to funeral plans.
The Trust is completely separate from the Pure Cremation business and is managed by a majority of independent trustees.
The Pure Cremation business receives an allowance to meet our initial costs of selling and arranging the plan.
When you die funds are released to us so that the cremation can be provided.
If you have chosen to pay in a single lump sum or over 6-60 months then money can also be released in other circumstances; for instance, if you or we cancel your plan, your money (less the administration fee applicable at the time of purchase) will be refunded to you.
The money is managed by WH Ireland plc who are regulated by the Financial Conduct Authority. They are tasked to invest the money in accordance with the investment policy of the Trust. This policy is reviewed each year to ensure a cautious and ethical approach is maintained by the investment managers. The Trustees regularly review the investment manager’s performance, and the Trust is audited each year and performs an actuarial valuation every 3 years as a minimum to confirm that there are enough funds to carry out plan holders’ funerals.
When you buy an Over 50s Funeral Plan from us we purchase a whole of life policy from Scottish Friendly, one of the largest mutual life companies in the UK and they have been around since 1862. The Pure Cremation Funeral Plan is the beneficiary of the policy. Scottish Friendly is authorised by the Prudential Regulation Authority and regulated by both the Financial Conduct Authority and the Prudential Regulations Authority.
The Trust is the beneficiary of the policy.
We’re confident this won’t happen. But in this unlikely event, all plan funds and Scottish Friendly policies are assets of the Trust which is completely separate from the Pure Cremation business and is under the control of the independent Trustees. The Trustees will work with the Funeral Planning Authority and are under obligation to instruct a replacement funeral director to provide your funeral.
If you need to make changes to your plan please contact us. We will try to be as flexible as possible in accommodating your needs.
If you have arranged to pay for your plan in a lump sum or 6-60 monthly instalments (our original Trust-Based Funeral Plan) you CAN transfer the funeral plan to someone else, who will become the new plan holder. We’ll need your written consent to transfer the plan to someone else.
We’ll issue a new plan summary in the name of the new plan holder.
If you have chosen our Over 50s Funeral Plan option then you CANNOT transfer the plan to someone else because the premium amount is based on the age of the plan holder at the time of purchase.
Please call us to let us know if you change your name, address or bank details or any other information that may affect your plan.
We don’t know what’s going to happen in the future. There may be a change in the law or tax rules that affects the way we carry out the cremation. This may mean we need to apply extra charges (or pay you money back). If there are extra charges we will work to keep these as low as possible but we may have to ask you or your representative to pay for these.
If your plan hasn’t been claimed 12 months’ after your death or your 110th birthday, whichever happens first, we’ll write to your last known address to see if your plan is still needed. If we don’t get a response within 6 months, we’ll assume that your representative has chosen not to claim the plan benefits. We’ll then have the right to cancel your plan and keep any payments you’ve made.
If you lose any documents just call or email us, using the details below and we’ll send you a replacement.
No matter what type of plan you have you can cancel your plan within 30 days of the date you received your plan documents without giving any reason and receive a full refund.
You can cancel your plan by using the details below to get in touch.
Pure Cremation Funeral Planning Ltd, Charlton Park Crematorium, Charlton Down, Andover, SP11 0TA
If you have chosen to pay in a single lump sum or over a fixed number of payments and ask us to cancel your plan after 30 days we’ll pay you back the payments made for your plan less our £350 administration fee.
If you’ve paid less than £350 when you cancel, you’ll receive nothing.
If you have chosen our Over 50s Funeral Plan option and want to cancel after 30 days then your payments will stop but we will not refund the monthly premiums paid.
You’ll need to write to us if you want to cancel.
We can cancel your plan if:
– we’re not able to carry out what’s included in your plan due to circumstances beyond our control.
– you don’t keep up the monthly payments on your plan and a monthly instalment or premium remains unpaid for a period greater than 2 months.
If you want to make a complaint, you should contact our Customer Experience Director by phone e-mail or post.
Customer Experience Director, Pure Cremation Group Ltd, Charlton Park Crematorium, Charlton Down, Andover, SP11 0TA
How we manage your complaint
We’ll be in touch within 5 working days to let you know we’ve got your complaint.
We’ll keep you updated on our investigation and try to sort out the complaint fully within 28 days. If we can’t finish our investigation within this time we’ll let you know how we’re getting on.
If you’re not happy with our response to your complaint, you can take your complaint to the Funeral Planning Authority:
Funeral Planning Authority, Barham Court, Teston, Maidstone, Kent, ME18 5BZ
Where you’ve bought online you can use the European online disputes resolution platform (until Brexit).
You can find this here. This is a free service that allows customers and traders to agree disputes out of court.
English Law applies to this agreement. Any claim made in a court relating to your plan will be dealt with by the Courts of England and Wales. If any part of the agreement doesn’t apply the rest of the agreement still stands.
This agreement is only for your benefit. No other person (including your representative or a person who pays for your plan) has any right to bring a claim under any term of this agreement.
You can contact us in the following ways for plan sales, lost plan documents, plan enquiries and general enquiries.
This agreement is between you and Pure Cremation Funeral Planning Ltd (Registered in England number 09906976)
Our Registered office is at: Amelia House, Crescent Road, Worthing BN11 1QR
Our VAT registration number is GB273 6544 83