We will send a Funeral Plan Pack with your unique reference number and all relevant documents within five working days of the Welcome Call. This will be sent digitally, in hard copy or in both formats, depending on your personal preference and you should keep these in a safe place. 

We suggest you appoint a nominated representative who will receive information in relation to your funeral plan. We also suggest you let loved ones know you have a funeral plan in place and tell them where your documents are located.

A Nominated Representative is a person named within your funeral plan who will be notified of the existence of the plan, following the welcome call, an whos details will be retained in the funeral plan record so that we can contact them if required at the time of death of the covered individual. If the customer purchasing the plan is a different person to the covered individual whose life the plan will cover, then there is no requirement to select another person as the nominated representative, although you can do so should you wish to. The nominated representative does not have any rights to discuss the funeral plan with us, nor make any changes, with the exception of updating their own contact details or requesting that their data is removed from the plan record. 

Yes, you can take a plan out for someone else to cover them against the rising cost of funerals. However, you must ensure that person knows you are buying a plan on their behalf. All plan correspondence will be sent to the person taking out the plan and not the person covered by the plan. 

If you move house, you must notify us of your new address. If you move away from your original location, we may need to appoint an alternative funeral director, and this may incur an additional cost. This will be discussed with you  prior to implementing any change.

Contained within your funeral plan pack (which you receive after you purchase a Serene Funeral Plan), is a summary of all useful contacts in relation to the plan including the name and contact details of your nominated funeral director. At the time of your death your family should contact your nominated funeral director who will support them in arranging the funeral in accordance with the wishes detailed in the funeral plan. 

During the plan purchase process a nominated funeral director will be appointed. If you have a preferred funeral director, please let us know, and we will endeavour to allocate your plan to them. In some circumstances, this may not be possible. In the event of this occurring, we will contact you to discuss an alternative.

• For all plans, you have the right to cancel your plan and receive a full refund including the Administration Fee with no obligation within 30 days of your plan start date. 
• If you have paid for your plan in full, and you choose to cancel your plan after 30 days of the plan start date, you will be entitled to a full refund, less the Administration Fee of £250.00. 
• If you have chosen to pay your plan over monthly instalments, and you choose to cancel your plan within the moratorium period or before your plan is fully paid whichever is sooner, all monies paid will be refunded. 
• If you have chosen to pay your plan by monthly instalments and you choose to cancel your plan after the moratorium period has expired, or after the plan is paid in full, whichever is sooner, you will be entitled to a full refund of all monies paid, less the Administration Fee of £250.00
• Once your plan is cancelled, we will have no further obligation to fulfil your plan. 

Please refer to our Terms and Conditions for further information. 

The moratorium period is the period of time between purchasing your plan and the services within the plan being fully covered. The moratorium period changes depending on the payment option you have selected. Please refer to our “Terms and Conditions” for more information.

Once your plan is fully paid you can make changes to the specification of your funeral plan, such as the addition or removal of passenger vehicles. Charges may apply depending on the change. 

You can also update your funeral wishes at any point during your plan life cycle, along with the names of the people associated with the plan. These changes will not incur any additional costs.

There are no background medical checks; however our agent will ask questions to ensure a funeral plan is the right choice for your circumstances.

If you die within the agreed moratorium period, all payments made will either be refunded to your estate or be available as a contribution towards your funeral. If you die after the moratorium period ends, the services contained within your plan will be covered in full, provided all payments are up to date. If there is a payment shortfall towards your plan at the time of death, this will need to be paid by your estate to permit the funeral to go ahead as detailed in your funeral plan. 

Please refer to our “Terms and Conditions” for further information.

If Serene Funeral Planning, become insolvent or cannot meet our obligations, your funeral may be transferred and carried out by another funeral plan provider.  If for any reason we cannot achieve this you will receive a payment equivalent to the funeral plan balance. You may be entitled to receive compensation from Financial Services Compensation Scheme (FSCS), please visit: www.fscs.org.uk or call 0800 678 1100.

The FSCS has been set up by the government to ensure consumers are protected in the event an authorised firm becomes insolvent and cannot meet their obligations.  In the event that you made any financial loss, you or your estate may be entitled to receive compensation from the Financial Services Compensation Scheme (FSCS), please visit; https://claims.fscs.org.uk or call 0800 678 1100.

By Email at: info@serenefp.co.uk

By Telephone on: 0330 175 9957

By writing to: Serene Funeral Planning Limited, Robin Hood House, Robin Hood Street, Nottingham NG3 1GF

or

Serene Funeral Planning Limited, Administration Centre, St James’ House, 53 Portland Road, Hucknall, Nottingham, NG15 7SL