Upheld: Complaints handling failures complaint against Co-op Funeral Plans Limited

Decision detail

Summary

Mr and Mrs G, as representatives of the late Mr A's estate, complained to FOS about Co-op Funeral Plans Limited's handling of Mr A's pre-paid funeral plan. The main issues were delays in bringing Mr A into care, placement in an incorrectly-sized coffin that caused visible damage to his body, mishandling of his dentures, late delivery of a replacement coffin, and poor administrative handling. The ombudsman upheld the complaint and directed Co-op to refund £1,125 (£1,025 for care of Mr A and £100 for care of family) plus 8% simple interest from the date of death, finding that Co-op's service fell far below acceptable standards. However, the ombudsman could not award compensation for the considerable distress suffered by Mr and Mrs G personally, as FOS rules only permit compensation to eligible complainants, and the estate itself had not suffered distress.

The Ombudsman's reasoning

The ombudsman found that Co-op's care of Mr A fell far below the standard reasonably expected, particularly regarding the incorrect coffin size, resulting damage to Mr A's body, and mishandling of dentures. These failures were serious and foreseeable, and the harm could have been prevented. The ombudsman determined that the full value of the 'care for your loved one' provision (£1,025) was lost due to the deficient service. For the 'care for you' provision, a partial refund of £100 was appropriate to reflect reduced value due to poor communication and delay in sourcing a suitable coffin, though the funeral ceremony itself was delivered. The replacement coffin, while delayed, was ultimately fit for purpose and matched what was promised in the plan. The ombudsman could not award compensation for distress to Mr and Mrs G personally as they are representatives of the estate, not eligible complainants themselves.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website