Not upheld: Other regulated complaint complaint against Co-op Funeral Plans Limited
Financial Ombudsman decision DRN-5951457 of 2025-11-20T00:00:00+00:00. Other regulated complaint complaint against Co-op Funeral Plans Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-5951457 |
|---|---|
| Decision date | 2025-11-20T00:00:00+00:00 |
| Firm | Co-op Funeral Plans Limited |
| Product | Life / income protection |
| Claim type | Other regulated complaint |
| Outcome | Not upheld |
| Remedy | No remedy ordered. The ombudsman noted that even if the handling had been unreasonable, compensation could not be awarded to Mr W as he is not an eligible complainant - only Mrs C (now deceased) or her estate could be eligible, and the estate itself was not distressed. |
Summary
The estate of Mrs C complained that Co-op Funeral Plans Limited refused to allow a Saturday funeral service under Mrs C's pre-paid plan purchased in 1993, causing inconvenience to the family. The family believed weekend services were included based on the plan's silence on the matter and a provisional booking made by a local branch. Co-op declined, citing additional staffing costs and facility charges outside the plan's scope. The ombudsman found the plan did not guarantee weekend funerals and that Co-op reasonably declined the request given operational constraints and additional costs. The complaint was not upheld, and no compensation was awarded as the representative Mr W was not an eligible complainant.
The Ombudsman's reasoning
The ombudsman found that Mrs C's plan was silent on weekend funerals and therefore did not create a contractual right to them. The ombudsman considered it standard industry practice for funeral providers to depend on operational capacity when agreeing funeral dates. Given the additional costs and staffing constraints, the ombudsman found it reasonable for Co-op to decline a Saturday funeral at no extra cost. The provisional booking was subject to head office confirmation and did not create an obligation on Co-op. The ombudsman also noted that newer plans with clearer exclusions do not imply that older plans included weekend services.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Co-op Funeral Plans Limited, all decisions | 39 | 47% |
| Other regulated complaint, all decisions | 19,202 | 17% |
| Life / income protection, all decisions | 10,661 | 20% |
Source
Read the original decision on the Financial Ombudsman Service website