Whether you need a funeral straightaway or would like to plan ahead, we are dedicated to providing simple, respectful cremations with hand delivery of the ashes without a funeral service.
We take care of the hard part, so families can focus on celebrating the life of their loved one their way.
In a single payment
(Special Promotion)
We take care of the hard part, so families can focus on celebrating the life of their loved one their way.
Plan ahead and give your loved ones the freedom to hold a more positive and more personal celebration of life.
Simple and efficient procedure. Straight forward to sort out.
Very relaxed, professional arranging our cremation plans, felt confident and satisfied that everything was put together in just a phone call.
Purchased and paid in full before 31st December 2022. It was all explained so it was easy to understand.
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.
These terms and conditions apply only to our Trust-based Funeral Plans.
We have some words that we use throughout this document and to help you understand them we’ll explain their meaning first.
When we say “you”, “your”, “I” and “my” we mean the person the plan is for.
When we use the phrase
“Distinct Cremation Limited”, we’re talking about the part of our business that will provide the funeral at
the time it is needed.
The word “nominated representative”, is the person who’ll arrange your funeral when you die. This may be a family member or a solicitor.
The words “Accidental Death” mean a death which occurs within 90 days of an Accident. By which we mean 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.
“We”, “us” and “our” refers to Distinct Cremation Funeral Planning Limited. This is the part of our business that acts as a funeral plan provider and administers your funeral plan. We are authorised and regulated by the Financial Conduct Authority with Firm Reference Number 965260. Our registration details can be accessed at https://register.fca.org.uk.
When we use the phrase “our coverage area” we mean mainland England, Wales, Scotland and Northern Ireland plus Isle of Wight and Isle of Skye. Your plan is an agreement between you and us. Your agreement is made up of this document, your application form and your funeral plan summary. We’ll issue the funeral 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 our Trust-based Funeral Plan. There is no upper age limit when you pay for your plan in this way.
If you provide us with your nominated representative details, we will contact them within 5 working days advising them of the plan you have taken. If you do not wish us to contact them, you must tell us.
Your cremation will be provided by Distinct Cremation Limited (our funeral provider) on your death, as long as the payment terms of the plan have been met. You’ll find details of these in the “How do I pay for my plan?” section.
Every Distinct Cremation Funeral Plan includes collection of the body, day or night, from anywhere within our coverage area and cremation at a carefully selected venue that we choose.
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.
We are unable to transfer people between different jurisdictions e.g. from England to Scotland.
When you buy a Trust plan from us the funds are held by Distinct Cremation Funeral Planning Trust which is completely separate from the Distinct Cremation business.
All our plans include our fees for the collection of your body within our coverage area, the coffin, and return of your ashes as well as the cost of the cremation itself and any doctor’s fees for cremation papers (these are what are commonly referred to as “third party fees or disbursements”). You are covered for Accidental Death from the day you take out your plan.
Before you buy your plan, you’ll get a funeral plan summary. This will confirm what’s in your plan. If anything that your plan includes today isn’t available at the time of your funeral, we’ll provide reasonable alternatives.
Our plans are specifically designed for those who want a Distinct 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:
Your plan is at risk if you do not keep up with regular payments. Please see the section What if payments are missed.
Yes if they are over 18, and they will become your nominated representative until the plan is paid in full. If they don’t pay, you are still responsible to ensure payments are made, otherwise your plan could be at risk of cancellation by us. 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.
We will only change the details if we have authorisation from the plan holder or their nominated representative.
No, you CANNOT transfer the plan to someone else.
Please contact us if you change your name, address or bank details or any other information that may affect your plan. You can also contact us if you want to make a change to the monthly payment date of your plan.
We will send you upon request and free of charge, a copy of any information relevant to your plan. If you lose any documents just call or email us and we’ll send you a replacement.
Your nominated representative should contact Distinct Cremation Limited, the funeral provider. 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 die at home or in a nursing home we’ll send a team out as soon as possible to collect your body.
If you die in hospital then we usually have to wait until we have the Green Form from the Registrar or a release form issued by the hospital.
The total amount when paying in full (as a lump sum) is £1,795. You can pay by cheque, bank transfer, credit or debit card. We’ll send you your plan documents within 5 days, but you’ll be completely covered immediately.
If you choose to pay for your plan over a period of up to 6 months, the cost of your plan (£1,795) will be split evenly over the term you have chosen. You will not pay anything extra as a result of choosing this option. Once your plan has been paid in full there will be no more to pay.
If you choose to pay for your plan over a period of 12, 24, 36, 48 or 60 months, the cost of your plan will be split evenly over the term you have chosen. The instalments will be collected monthly, usually by Direct Debit. Depending on the payment term, the sums you will be required to pay are as follows:
As you can see from the figures above, if you choose to pay over 12 months or more, the total will exceed £1,795 because an annual 4% administration charge is added to the plan to cover the lost investment income caused by paying for your plan in instalments rather than a single up front payment.
Once your plan has been paid in full there will be no more to pay.
If you die as a result of an Accidental Death within 24 months from the start date of your plan there won’t be any more to pay and we will provide the cremation.
If you die within 24 months from the start date of the plan and your death was not an Accidental Death, your estate will have a choice of either a full refund of all monthly payments paid or alternatively to pay the difference of a Distinct Cremation Funeral at the time.
If you die after you have either paid in full or after 24 months from the start date of your plan then no further payments will be required and we will provide the cremation.
No. We are not requiring a deposit to be paid towards the plan.
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 2 consecutive instalments in a row and fail to settle the payment shortfall upon request from us, we may cancel your plan and give you back the money paid, less our plan set up fee of £350. However, if you contact us we will consider pausing your plan for a mutually agreed period of time.
Please note that if there are insufficient funds in your account to make a payment on the nominated day we will reapply for the payment 10 days later.
We do not currently offer the facility to make top up payments to pay off the plan more quickly. However, you can pay the full outstanding balance on your plan at any time.
If you wish to do so, you can contact us using the details at the end of this document 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 will refund directly to the account we have been taking payments from. We will not refund to any other method of payment or individual.
The total cost of your funeral plan is £1,795.
From this total cost £1,050 is placed in an independent trust. This amount is used to provide you with the direct cremation funeral described at the time of your death, whenever in the future that may occur. Distinct Cremation Funeral Planning Limited has negotiated this charge with the provider of the direct cremation and guarantees that you will not be charged more than this amount for your direct cremation funeral when the time arrives.
The additional £745 that you pay over and above the £1,050 placed in trust for your direct cremation is retained by Distinct Cremation Funeral Planning Limited to cover the cost of marketing, setting up and then administering your funeral plan.
If you were to approach Distinct Cremation Limited and request a funeral that was needed today, what is referred to as an ‘at need’ service, you would pay £1,295.
All Trust Plan payments are placed into the Distinct Cremation Funeral Planning Trust. This has been established and is managed in strict accordance with Rules set out by Financial Conduct Authority using their statutory powers derived from the Financial Services and Markets Act 2000.
The Trust is completely separate from the Distinct Cremation business and is managed by four trustees, three of whom are independent of the Distinct group of companies.
When you die, funds are released from the trust so that the cremation can be provided.
If you have chosen to pay in a single lump sum or in monthly instalments then money can also be released in other circumstances; for instance, if you or we cancel your plan, your money (less the plan set up fee applicable at the time of purchase) will be refunded to you.
The Trust’s money is managed by a fund manager that is authorised and regulated by the Financial Conduct Authority. They 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 fund manager. The Trustees regularly review the fund manager’s performance, and the Trust is audited each year and undergoes an actuarial valuation at least every 12 months to confirm that there are sufficient funds to meet regulatory requirements.
In the unlikely event Distinct Cremation Funeral Planning Limited (PCFP) were to go out of business, there are arrangements in place that make it likely your funeral plan contract will continue to be provided by a new firm whilst keeping the terms and service that were agreed.
In the event that the your funeral plan contract could not be carried out by PCFP or another firm that was appointed, you would promptly receive a refund of all the money held on your behalf within the independent trust without any further deduction.
You should be aware that in the event that your funeral plan could not continue to be carried out by PCFP or the new provider identified, your funeral plan would cease and you may incur additional costs in making new arrangements with a new provider.
If there is a change in the law or tax rules that affects the way cremations are carried out, we may need to either apply additional charges or pay you money back. We will carefully consider whether to apply any additional charges and commit to keeping them as low as possible. If that is the case, we will contact you to advise you of any additional charges.
Please read the funeral plan contract documentation carefully before the end of the cancellation period to ensure that the funeral plan is suitable for you.
We’ll stay in regular contact with you using the contact details that we have. If your plan hasn’t been claimed 12 months after your death or your 110th birthday we’ll assume that your nominated representative has chosen not to claim the plan benefits. We’ll then have the right to cancel your plan and retain any payments you’ve made.
If you pay for your funeral plan contract in one lump sum, you can cancel your plan within 30 days of the date your plan documents were received without giving any reason and receive a full refund.
If you have paid for your plan by instalments, you can cancel your plan within 24 months, without giving any reason and receive a full refund.
If you ask us to cancel your plan after the cancellation period (either 30 days or 24 months depending on whether you paid in full or by instalments), we’ll pay you back the payments made for your plan less our £350 plan set up fee.
If you’ve paid less than £350 when you cancel, you’ll receive nothing.
We may cancel your plan if you don’t keep up the monthly instalments on your plan and these remain unpaid for a period of 2 consecutive months or more.
If your plan is cancelled by us within 24 months you will receive a full refund.
If your plan is cancelled by us after 24 months we’ll pay you back the payments made for your plan less our £350 plan set up fee.
If you’ve paid less than £350 when we cancel, you’ll receive nothing.
You can cancel your plan by using the details below to get in touch.
If you want to make a complaint, you should contact us by phone, email or post.
Post: Distinct Cremation Funeral Planning Limited, Complaints Department, Eagle House, Joule Road, Andover, Hampshire SP10 3UX
If you’re not happy with our response to your complaint, you can ask the Financial Ombudsman Service to look into it. This is a free, independent and impartial service that helps resolve disputes.
Although you can refer your complaint to the Financial Ombudsman Service at any time, they’ll ask for our permission to investigate complaints where:
How we manage your complaint
We will send you a prompt 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 at this time. 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 by 56 days we’ll send you a letter letting you know and what steps you can take. These will include letting you know you can go 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 below.
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
You can contact us in the following ways for plan sales, lost plan documents, plan enquiries and general enquiries. We will send you a plan statement every 3 years to keep you updated on your plan.
Post: Distinct Cremation Funeral Planning Limited, Eagle House, Joule Road, Andover, Hampshire SP10 3UX
The funeral plan contract is between you and Distinct Cremation Funeral Planning Limited (registered in England and Wales, company number 09906976).
Our Registered office is at: Charlton Park Crematorium, Charlton Down, Andover, England, SP11 0TA.
Our VAT registration number is GB273 6544 83.
Financial Services Compensation Scheme
What is Financial Services Compensation Scheme?
We are a member of the Financial Services Compensation Scheme (“FSCS”). FSCS can pay compensation to customers if they are eligible and a regulated firm is unable to pay claims against it, usually if the firm stops trading or is insolvent. Compensation limits apply depending on the type of claim.
FSCS is required to pay compensation to the extent that the FSCS considers that the payment of compensation is essential in order to provide the claimant with fair compensation. FSCS has discretion on how to quantify the compensation due for individual claims, which it will quantify under its own quantification policies. For funeral plan contracts, the FSCS will cover up to £85,000.
Please note that FSCS may also make payment to a funeral director to cover the cost of a funeral in certain circumstances, if appropriate.
For further information about the compensation provided by the FSCS please refer to the FSCS website at www.fscs.org.uk.
1. Introduction
1.1 These Terms form part of the Contract with you and they
will apply to the funeral services that we perform.
1.2 Please read these Terms carefully before you
sign the Contract and please ask us if you have any questions about these Terms.
2.
Definitions
2.1 In these Terms the following words shall have the following
meanings:
“Charges” means our fees and costs for performing the Services as set out in the relevant
Invoice, subject to adjustment in accordance with these Terms.
“Contract” means the contract between
you and us for the supply of the Services, consisting of these Terms and our letter to you detailing the
arrangements, together with the enclosed Instruction Form, Notice of Cremation, Application for
cremation of the body of a person who has died and the Invoice(s).
“Instruction Form” means the form
to be completed by you and which sets out the details of the Services.
“Invoice” means an invoice for
the Charges which forms part of the Contract.
“Services” means the funeral services described in the
Contract.
“you” and “your” means the person who enters into the Contract by signing the Instruction
Form.
“we”, “us” and “our” means Distinct Cremation Limited (company number 9703301).
2.2 Any phrase
introduced by the terms including, include, in particular or any similar expression shall be construed
as illustrative and shall not limit the sense of the words before those terms.
3.
Services and Charges
3.1 At the time you first instruct us to provide the Services
(which may be when you phone us) we will confirm the Services we will provide and our Charges, based on
the information and details that you provide at that time. The details of the Services and the Charges
will also be set out in the Invoice and the other Contract documents that we send to you.
3.2 If we
incur additional fees to third parties:
3.2.1 in the ordinary course of properly
providing the Services (including if we agree to pay third party fees on your behalf); and/or
3.2.2 because you fail to meet your obligations in the Contract,
we may issue you with
a further Invoice for those additional fees (which we will recharge to you at cost). The third parties
who we incur such fees to may include hospitals, (who may charge for their storage of the deceased) and
any funeral director who you may initially engage to make arrangements for the deceased and who is
subsequently replaced by us (who may charge for their services up to the date we replace them, e.g. for
their collection and storage of the deceased).
3.3 If we agree with you to change the Services we
will require your written confirmation of the changes. Depending on the change to the Services, we may
need to make an extra charge in accordance with prices published in our current price list.
3.4 If we
have to store the deceased after more than 14 days following the date you first instruct us to provide
the Services (other than because of a delay caused by us) we can charge you £35 for each additional day
of storage of the deceased.
3.5 If we have to store the ashes of the deceased for more than 3 months
from the date of cremation we can charge you £35 per month of storage (reduced proportionately for
storage for part of a month).
3.6 We will add VAT to our Charges, where applicable, and at the rate
applicable when we prepare the Invoice.
3.7 The time(s) and date(s) for the performance of the
Services, as set out in the Contract, are conditional on you:
3.7.1 returning to
us the completed documents referred to in the Contract within 5 days of the date you first instruct us
to perform the Services; and
3.7.2 providing us with a green form (Certificate
for burial or cremation) or Coroner’s Form 6 within 7 days of the date you first instruct us to perform
the Services.
3.8 With the passage of time, the details of the deceased and what has happened to
their ashes may be lost to their family and friends. Ashes Registry Limited have created an online
register (Ashes Register), located at www.ashesregister.com, where information about the deceased and
the final resting place of their ashes can be stored for future reference.
3.9 As part of the
Services (without any additional charge), unless you ask us not to, we may create a basic listing for
the deceased on the Ashes Register. The basic listing will include the name of the deceased and whether
their ashes have been scattered in our garden of remembrance or whether their ashes have been removed
from our crematorium. You may contract with Ashes Registry Limited (for a separate fee payable directly
to them) to upgrade the listing of the deceased with further information about the deceased and the
details of the final resting place of their ashes.
4. Payment
Arrangements
4.1 You must pay each Invoice within 7 days of the date of the invoice
(“Due Date”), unless otherwise agreed by us in writing.
4.2 If you fail to pay us, in full, by the
Due Date we may:
4.2.1 charge you interest:
at a rate of 4% above our bank’s
base rate from time to time in force;
calculated (on a daily basis) from the Due Date until the date
you make full payment;
compounded on the first day of each month; and
before and after any
judgment (unless a court orders otherwise);
4.2.2 recover (under Clause 5) the
reasonable cost of taking legal action to make you pay;
4.2.3 choose to stop
providing the Services until you pay us in full; and/or
4.2.4 terminate the
Contract and raise an Invoice for the charges for the Services already carried out.
5. Reimbursement
5.1 You must reimburse us for all reasonable expenses and
liabilities we may incur (including reasonable financing and legal costs) following any breach by you of
any of your obligations under the Contract.
5.2 For example, we will charge you:
5.2.1 a reasonable administration fee, which reflects our costs, where we receive a cheque from
you which is subsequently not honoured or if we write to remind you that an account is overdue;
and
5.2.2 the fees we incur if we instruct debt collection agents to recover
payment from you.
Further details of these fees are available on request.
5.3 We may claim these
expenses and liabilities from you at any time and, if we have to take legal action, we will ask the
court to make you pay our legal costs.
6. Data Protection
6.1 If you provide us with personal data (as defined in
applicable data protection legislation) and/or we receive personal data under the Contract with you, we
will process such personal data in accordance with our privacy policy, which can be found here.
7. Your right to cancel if you change your mind
7.1 You have the right to cancel the
Contract within 14 days of the conclusion of the Contract (“Cancellation Period”) without giving any
reason. However, if the Services have been fully performed the Contract cannot be cancelled, even if the
Cancellation Period is still running.
7.2 To exercise the right to cancel, you must inform us of your
decision to cancel the Contract by a clear statement (e.g. by phone, a letter sent by post or e-mail).
If you want to tell us about the cancellation in writing, this can be sent to us at Distinct Cremation,
Charlton Park Crematorium, Charlton Down, Andover, SP11 0TA or by email to
info@Distinctcremation.co.uk.
7.3 To meet the cancellation deadline, it is sufficient for you to send
your communication concerning your cancellation of the Contract before the Cancellation Period has
expired.
7.4 If you cancel the Contract, we will reimburse to you all payments received from you, but
you will have to pay for the work that we have done, and the costs we have incurred, up to the point
when you inform us of your decision to cancel. Any of our own administration costs will be capped at
£100.
7.5 We will make the reimbursement without undue delay, and not later than 14 days after the
day on which we are informed about your decision to cancel the Contract.
7.6 We will make the
reimbursement using the same means of payment as you used for the initial transaction, unless you have
expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.
8. Termination
8.1 The Contract may also be immediately terminated:
8.1.1 by us if you fail to honour your obligations under the Contract; or
8.1.2 by you if we fail to honour our obligations under the Contract.
The party wishing to terminate
the Contract will contact the other party by phone, email or by letter sent by post to advise of the
termination of the Contract.
8.2 If we or you terminate the Contract you may, unless you are
terminating for our failure to honour our obligations, be asked to pay a reasonable amount based upon
the work carried out, and the costs we have incurred, up to the time your termination is received. Any
of our own administration costs will be capped at £100.
9. Standards of Service
9.1 We strive to provide a high-quality Service in all
aspects. If you have any questions or concerns about the Service we provide to you, please raise them in
the first instance with our “At Need” manager.
9.2 All dates and times provided in the Contract are
just estimates and cannot be guaranteed. Although we endeavour to provide a prompt and efficient Service
for you, there may be instances where, because of circumstances beyond our control or because you have
not fulfilled your obligations set out in the Contract, we are unable to fulfil our obligations to you
on the date or time specified in the Contract. Where this is the case, we will attempt to contact you in
advance, using the details you have provided, and advise you of alternative arrangements.
9.3 In
particular, although we will endeavour to cremate the deceased on the estimated date referred to in the
Contract, we may cremate the deceased on a date and at a time and place that we decide.
10. Agreement
10.1 The Contract is between you and us. No other person shall have
any rights to enforce any of its terms.
10.2 If a court finds that any of the terms of the Contract
are unenforceable as drafted it will not affect the enforceability of any other terms.
10.3 Nothing
in the Contract restricts or limits our liability for: (i) death or personal injury caused by our
negligence; (ii) fraud or fraudulent misrepresentation; or (iii) any other liability which cannot be
lawfully limited.
10.4 The Contract is subject to English Law. If you decide to commence legal action
in relation to the Contract, you may do so, in any appropriate UK court.
Who we are
This notice applies to all entities within Distinct Cremation Group Limited (‘we’
or ‘us’ or ‘our’) and includes;(Distinct Cremation Limited (09703301), Distinct Cremation Funeral Planning Limited
(09906976), Distinct Cremations and Funerals Ltd (14914381), Distinct Life Financial Services (13149243)).
We gather and process your personal information
in accordance with this privacy notice and in compliance with the relevant data protection Regulation and
laws. This notice provides you with the necessary information regarding your rights and our obligations, and
explains how, why and when we process your personal data.
Distinct Cremation Group Limited is based in
Andover, England and registered with Companies House (10723077). We are registered on the Information
Commissioner's Office Register; and act as the data controller when processing your data. Our Groups’ Data
Protection Manager is Abech Deme.
Information we collect
We processes your
personal information to meet our legal, statutory and contractual obligations and to provide you with our
products and services. We will never collect any unnecessary personal data from you and do not process your
information in any way, other than as specified in this notice.
The personal data that we
collect is:
Names, Date of Birth, Home Address
Personal Email, Phone
Number
Employment status
Marital Status
Nominated Representative
Details of your interaction
with us through our contact centers via audio recordings
Billing information including; signature,
transaction, bank account/card details
CCTV images at our Premises
Special Category Data
(vulnerability data)
We collect information in the below ways: -
When you call to enquire about our
services;
Online forms
Postal Forms
Someone else acting on your behalf who gives us the information
directly
Employment Application process
Survey Questionnaires
How we use your personal
data
We take your privacy very seriously and we will never disclose, share, or sell your data without
your consent, unless required to do so by law. We only retain your data for as long as is necessary and for
the purpose(s) specified in this notice. Where you have consented to us providing you with promotional
offers and/or marketing, you are free to withdraw this consent at any time.
The purposes and reasons
for processing your personal data are detailed below: -
We collect your personal data in the
performance of our contractual obligation to provide a funeral related services and to ensure that the plans
you have with us is properly managed
We collect and store your personal data as part of our legal
obligation for business accounting and tax purposes
We record the details of your interaction with our
call agents for training, quality assurance and monitoring purposes on the grounds of legitimate
interest
We collect and process your personal information when you make an enquiry on our website for an
information pack for funeral plans in order to respond to your enquiry and contact you to establish your
demands and needs and discuss your options
We will occasionally send you marketing information where we
have assessed that it is beneficial to you as a customer and in our interests. Such information will be
non-intrusive and is processed on the grounds of legitimate interests
We utilize CCTV to record images of
individuals and their vehicles. This data is collected for the personal safety of employees and clients;
protection of vehicles against damage or vandalism and to support law enforcement
Your
rights
You have the right to access any personal information that we processes about
you and to request information about: -
What personal data we hold about you
The purposes of the
processing
The categories of personal data concerned
The recipients to whom the personal data has/will
be disclosed
How long we intend to store your personal data for
If we did not collect the data
directly from you, information about the source
If you believe that we hold any incomplete or
inaccurate data about you, you have the right to ask us to correct and/or complete the information and we
will strive to do so as quickly as possible; unless there is a valid reason for not doing so, at which point
you will be notified.
You also have the right to request erasure of your personal data or to restrict
processing (where applicable) in accordance with the data protection laws; as well as to object to any
direct marketing from us.
If we receive a request from you to exercise any of the above rights, we may
ask you to verify your identity before acting on the request; this is to ensure that your data is protected
and kept secure.
Sharing and disclosing your personal information
We do not share or disclose
any of your personal information without your consent, other than for the purposes specified in this notice
or where there is a legal requirement. We outsource our mailing services to third parties.
Send out
information packs to individuals who have expressed an interest in our services and
Send out funeral plan
documents to individuals who purchase plans with us
And payments made to your insurance backed plan, used
to purchase a Whole of Life Policy with Scottish Friendly Assurance Society Limited, who are one of the
largest mutual life offices in the UK
All processors acting on our behalf only process your data in
accordance with instructions from us and comply fully with this privacy notice, the data protection laws and
any other appropriate confidentiality and security measures.
Law
enforcement
We utilise CCTV as part of our business and activities. The reasons for
using CCTV are noted under the ‘How We Use Your Personal Data’ section above. We may disclose CCTV footage
to law enforcement agencies where it is required in the detection or prosecution of crime. We retain a
record of all CCTV footage disclosures.
Safeguarding measures
We take your
privacy seriously and takes every reasonable measure and precaution to protect and secure your personal
data. We work hard to protect you and your information from unauthorised access, alteration, disclosure or
destruction. We restrict access to your personal data to those employees who need to know that information
to provide benefits or services to you. In addition, we train our employees about the importance of
confidentiality and maintaining the privacy and security of your information. We commit to taking
appropriate disciplinary measures to enforce our employees' privacy responsibilities.
UK
Processing and Transfers outside the UK
Personal data in the United Kingdom is
protected by the UK GDPR but some other countries may not necessarily have the same high standard of
protection for your personal data. We do not transfer or store any personal data outside the
UK.
Consequences of not providing your data
You are not obligated to
provide your personal information to us however, as this information is required for us to provide you with
funeral plans, without your personal information we will not be able to provide you with our
services.
Legitimate interests
As noted in the ‘How We Use Your
Personal Data’ section of this notice, we occasionally process your personal information under the
legitimate interests’ legal basis. Where this is the case, we have carried out a thorough Legitimate
Interests’ Assessment (LIA) to ensure that we have weighed your interests and any risk posed to you against
our own interests; ensuring that they are proportionate and appropriate.
We use the legitimate
interests’ legal basis for processing call recordings at our call center for quality, training and
monitoring purposes to ensure our staff are performing and delivering high quality customer care services to
our customers.
How long we keep your data
We only ever retains personal
information for as long as is necessary and we have strict review and retention policies in place to meet
these obligations. We are required under UK tax law to keep your basic personal data (name, address, contact
details) for a minimum of 6 years after which time it will be destroyed.
Where you have
consented to us using your details for direct marketing, we will keep such data until you notify us
otherwise and/or withdraw your consent.
Special category data
Owing to the
services that we offer, we sometimes need to process sensitive personal information (known as special
category data) about you, to comply with regulatory requirements. Where we collect such information, we will
only request and process the minimum necessary for the specified purpose and identify a compliant legal
basis for doing so.
Lodging a complaint
We only processes your
personal information in compliance with this privacy notice and in accordance with the relevant data
protection laws. If, however you wish to raise a complaint regarding the processing of your personal data,
please contact our DPO;
Abech Deme,
Group Data Protection Manager
dpo@Distinct.uk.com
If
you are not satisfied with how your complaint was addressed by us, you have the right to lodge a complaint
with the Commissioner;
Information Commissioner’s Office
Wycliffe House, Water Lane, Wilmslow SK9
5AF
Telephone: 0303 123 1113 (local rate) or 01625 545 745 (national rate)
Email: enquiries@ico.org.uk
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