Terms and conditions for Avalon’s ‘Cremation Only’ plan and ‘Build Your Own’ funeral plans

1. WELCOME TO AVALON FUNERAL PLANS

Our Terms and Conditions explain how our plans work.

These terms and conditions apply to our plans: Build Your Own Plan and Cremation only plan sold in the UK. We use terminology such as “you”, “your”, “I” and “my”. When we use these words, we mean the person the plan is for. When we use the words “Funeral Directors”, we’re talking about the Funeral Directors we have a relationship with. We have carefully selected the Funeral Directors we work with to ensure we offer the very best service and can provide funerals across the UK. When we use the word “representative”, we’re talking about the person who’ll arrange your funeral when you die. This may be a family member, personal friend or a solicitor. We’ll also use the words “we”, “us” and “our”. When we use these words, we mean The Avalon Trustee Company Limited.

Avalon Funeral Plans has been approved by the Funeral Planning Authority Limited as a Registered Provider.

Your plan is an agreement between you and us. Your agreement is made up of these terms and conditions, your online application and your plan certificate. You’ll get your plan certificate and a welcome letter when you buy your plan and your certificate will confirm what’s included.

2. WHO CAN BUY A PLAN?

You must be aged 18 or over from the start date of your plan. There are no health questions and no requirement for a medical examination.

3. WHAT INFORMATION WILL YOU NEED FOR MY PLAN AND HOW WILL IT BE USED?

Avalon Trustee Company Limited is the data Controller and you can contact us at any time using the contact details shown in the ‘How Do I Contact You’ section of this document. The information collected by us is used for the purposes of setting up and administering your funeral plan, therefore the legal basis for the processing of your personal data is for the performance of a contract to which you are a party. Should we ever vary the legal basis for processing your personal data we will contact you prior to any further processing with all the relevant information.

The personal data we collect will be shared with the appointed Funeral Director to enable them to fulfil the plan benefits and make all the necessary funeral arrangements at the time of need. The personal data will be retained by us and the appointed Funeral Director for the duration of your funeral plan. Should you cancel your plan, or once the plan benefits have been fulfilled there will be no requirement for either us or the Funeral Director to continue to process your data. You have the right to request access to and rectification or erasure of your personal data at any time. You also have the right to withdraw consent to us using your personal data at any time, however, if consent is withdrawn whilst your funeral plan is still in force, this will mean that we will no longer be able to administer the plan for you and we will cancel the plan in line with the cancellation process as detailed in the ‘How do I Cancel My Plan’ section below.

In the event that you are unhappy about the way we use or process your data you can contact us using the contact details shown in the ‘How Do I Make a Complaint’ section of this document. You also have the right to complain to the Information Commissioners Office. We may share the personal data we collect with established reference agencies to undertake a search which is solely for the purposes of verifying your identity. A record of this search will be retained.

4. HOW DOES MY PLAN WORK?

Your plan provides the benefits detailed in your Plan Certificate by an appointed Funeral Director on your death as long as you’ve paid for the plan in full. If you’re paying by instalments, and have yet to pay the remaining balance, a closing statement will be sent to your representative.

They will have the option to; pay the balance outstanding before the funeral or cancel the plan in writing and we will return all payments less a cancellation fee as detailed in the ‘How Do I Cancel’ section.

Our Build Your Own Plan and Cremation Only plan cover funerals carried out in mainland UK only.

5. HOW WILL MY MONEY BE HELD?

You can be confident that your Plan will provide the plan benefits at the time of need. The money you pay into your Plan is safeguarded and held in trust. The trust has been established by a written instrument, the Avalon Funeral Trust No 3 Deed and is governed by trust law. The Financial Services and Markets Act 2000 sets out the legislation that applies to funeral plans and you can be assured that Avalon’s plans and Trust Fund fully comply with this. We shall retain an amount from the payment made by you to cover our reasonable administrative overheads and expenses of running the business for each Plan. In addition the Trust is authorised from time to time to make such further payments to us towards our overheads and expenses subject to professional advice to ensure that the Trust retains sufficient funds to meet its obligations to all our plan holders. The trust funds are held separately to the assets of Avalon Trustee Company Limited. The Custodian Trustee is Apex Corporate Trustees (UK) Limited and the funds are managed by independent fund managers. In the unlikely event that we cease trading, the Avalon Funeral Trust would continue to be run by the Trustees. Should the trust fund be wound up, which would be extremely unlikely, and your plan has not been used to provide a funeral or been cancelled, you would receive a share of the trust fund as determined by the Actuary to the trust.

6a. WHAT’S INCLUDED IN MY BUILD MY OWN PLAN?

The cost of your funeral will be made up of two types of fees: Funeral Director Services which cover all the essential elements of your funeral. No matter how much the costs of the Funeral Director’s services increase in the future, your plan secures these services at no extra cost to you or your representatives (providing the funeral is carried out by the appointed Funeral Director).

Your plan may also include an allowance towards funeral disbursement costs or guaranteed funeral disbursement costs. This is dependent on your plan selection. Disbursements are third-party costs associated with the funeral that may include cremation or cemetery fees, doctor’s fees and minister / celebrant fees. Where your plan includes a contribution towards these costs the value of this contribution will increase in line with the Consumer Price Index (CPI) on the 1st July each year. If you’ve selected ‘guaranteed disbursements’ cover in your plan, these costs for cremation or cemetery fees, doctor’s fees and minister / celebrant fees will be met in full at the time of need.

Your plan includes unlimited mileage within the UK mainland (known as conveyance) allowing transport of your body to your appointed Funeral Director. You can also make special requests (such as music, dress code and personal themes you may like) and these will be passed onto the Funeral Director.

6b. WHAT’S INCLUDED IN MY CREMATION ONLY PLAN?

Your Cremation Only plan is a simple cremation plan inclusive of necessary disbursement costs. This means that following your death your body is taken by the Funeral Director directly to the crematorium. After your cremation the ashes are available for collection from the crematorium or secure return to your representative.

7a. WHAT’S NOT INCLUDED IN MY BUILD YOUR OWN PLAN?

If you’ve chosen NOT to include disbursement cover in your plan, your representative will be charged for these costs directly at the time of your funeral. There may be extra charges for other items at the time of your funeral which are not included in your plan. Some examples of items not covered by your plan include;

  • a church service – a wake / catering – obituary notices – flowers
  • memorial caskets – grave plot – headstone / memorial

Your plan does not cover the cost of repatriation from outside of the UK mainland to your appointed Funeral Director.

If your representative requests another Funeral Director at the time of need there could be additional charges for them to pay.

If you have chosen to include a disbursement allowance in your plan and these costs should be higher than the allowance (including CPI) for your funeral, your representative will be charged for the difference.

7b. WHAT’S NOT INCLUDED IN MY CREMATION ONLY PLAN?

Your plan does not include a funeral service and the cremation cannot be attended by mourners.

Your plan does not provide an option to upgrade the plan, add additional services or make special requests.

Your plan does not cover the cost of repatriation from outside of the UK mainland to your appointed Funeral Director.

To find more information about our plans; visit our website and read our key features document or speak to our customer services team.

8. HOW DO I PAY FOR MY PLAN?

You can pay for your plan in one of three ways:

  • In full with a lump sum
  • In instalments within 12 months
  • In instalments over more than 12 months

If paying your plan by instalments over more than 12 months, you’ll pay an instalment charge of 5.2% per annum. You’ll be told the total amount you’ll pay when you buy the plan.

Will I pay a deposit towards my plan?

Yes, if you’re paying by instalments you will pay a deposit to set up your plan, this will be deducted from the total amount and reduce your monthly payments.

How can I pay and when will I be entitled to my plan?

Paying in full:

You can pay in full by credit or debit card. Paying in instalments within 12 months: You’ll pay towards your chosen plan over a period of up to 12 months. A deposit will be paid at outset and the remaining balance of your plan will be split over the term. You’ll pay the instalments monthly by Direct Debit and no instalment charges will be applied.

Paying by instalments over more than 12 months:

You’ll pay for your chosen plan over a period of time. The cost of your plan will be split over the term of your plan. You’ll pay the instalments (including instalment charge of 5.2% p.a) monthly by Direct Debit.

Your plan will provide the benefits detailed in your Plan Certificate once it’s been paid in full.

If you die before all instalments have been paid, your representative will have the option to; pay the balance outstanding before the funeral or cancel the plan in writing and we will return all payments less a cancellation fee as detailed in the ‘How Do I Cancel’ section.

What if payments are missed on instalment plans?

It’s important that you contact us as soon as you can if you encounter difficulties with the instalments. You’ll have 60 days to reinstate your plan by re-commencing the instalments.

If you choose to reinstate your plan after 60 days, we may conduct a plan review taking into account the current price of your plan and instalments made to date. The review may lead to an increase in the payment amount or the instalment term of your plan. We will discuss this with you at the time. If you choose not to re-commence payments, the monies held (less the cancellation fee) will, at the time of need, be paid to your appointed Funeral Director as a contribution towards their fees or to your representative. In each of the above instances, there is no obligation by us to fulfil your plan.

When will my instalments be collected?

We’ll collect instalments monthly by Direct Debit. You can choose a payment date of the 1st, 8th, 15th and 22nd day of the month. Your plan instalments 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 instalment just after that date.

The details showing on your bank statement for these payments will be Avalon Funeral Trust No. 3.

Can I make one-off payments to pay off my plan more quickly?

Yes, that’s not a problem. You can make one-off extra payments on any instalment plan at any time to reduce your balance, or pay the plan in full.

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 for the plan over the same number of instalments.

We’ll reduce the instalments to reflect the lower balance.

You can also request a Conversion Statement at any time to show your outstanding balance.

If the outstanding balance is paid in full then all future instalment charges from the next instalment date will be waived.

How can I change my personal details/address?

Let us know if you change your name, address or bank details or any other information that may affect your plan. If you move house, you’ll need to get in touch so we can appoint another Funeral Director that is closer to your new place of residence and if you let us know before the time of need this will be done free of charge. If you move to one of the European countries that we operate in, you need to contact us so that we can issue a Plan Certificate with your new address and appoint a Funeral Director in that country should death occur abroad. If you move to a country where we do not operate, or we are unable to find you a Funeral Director in the area you have moved to, the plan benefits will not be available in that country and we will cancel your plan and refund the monies paid, less the cancellation fee. See the ‘How do I cancel’ section.

How is my Funeral Director appointed?

We have an extensive number of contracted, reputable, Independent Funeral Directors to fulfil the funeral arrangements in the future. We will appoint a Funeral Director to your plan that is located within the area you reside If you move house, we can appoint another Funeral Director that is closer to your new place of residence and if you let us know before the time of need this will be done free of charge.

9. HOW DO I CANCEL MY PLAN?

Cancelling within 30 days of the start date

However you pay, you can cancel your plan within 30 days of the start date without giving any reason and receive a full refund.

Cancelling after 30 days of the start date

However you pay, you can cancel your plan at any time. If you cancel after 30 days of the start date we will refund all monies paid into the plan, less the cancellation fee which is;

£395 on your Build Your Own plan

£95 on your Cremation Only plan

We will have no further obligation to fulfil your plan.

Please note, your plan is not an investment product and does not pay interest on money refunded.

Cancellation of your plan must be in writing and you can do this by using the details below to get in touch.

By email: info@avalon-trustee.co.uk

In writing to us at: Brooke Court, Lower Meadow Road, Handforth Dean, Wilmslow, Cheshire SK9 3ND

Or you can phone us first on: Avalon Customer Services 0161 486 2020

If the plan is not enacted at the time of need, your representative can choose to cancel the plan and receive a refund of all monies paid into the plan, less the cancellation fee which is;

£395 on your Build Your Own plan

£95 on your Cremation Only plan

Our right to cancel your plan. 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 or, where we’re unable to provide the funeral in your chosen location.

  • You withdraw consent for us to continue processing your personal data we will refund all monies paid into the plan, less the cancellation fee which is;

£395 on your Build Your Own plan

£95 on your Cremation Only plan

10. HOW DO I MAKE A COMPLAINT?

You can make a complaint by any means and you will find our contact details below

Email: compliance@avalon-trustee.co.uk

Post: Avalon Funeral Plans, Brooke Court, Lower Meadow Road, Handforth Dean, Wilmslow SK9 3ND

Phone: 0345 601 9619

How we manage your complaint

We’ll be in touch within 7 working days and aim to resolve your concerns within 30 days whenever this is reasonably possible. If you’re not happy with our response to your complaint, you can contact the Funeral Planning Authority:

Phone: 0845 601 9619

Email: https://funeralplanningauthority.co.uk/contact-us/complaint-form/

Alternative Dispute Resolution

If you live in the UK and your complaint has not been resolved to your satisfaction, then contact should be made with the Funeral Planning Authority of which Avalon Trustee Company Limited is a registered provider www.funeralplanningauthority.com, Tel. 0845 601 9619. The Authority provides an independent conciliation and arbitration service through The Chartered Institute of Arbitrators.

Plan Providers are bound by an arbitrator’s decision, subject to the right of the Plan Provider or the customer to seek a review of the decision.

Online Dispute Resolution

If you’ve bought online, we need to tell you about the online disputes resolution platform. You can find this on http://ec.europa.eu/odr. This 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 in the Courts of England and Wales. If any part of the agreement doesn’t apply the rest of the agreement still stands.

How do I contact you?

You can contact us in the following ways for plan sales, lost plan documents, plan enquiries and general enquiries.

Phone: 0161 486 2020

Email: info@avalon-trustee.co.uk

Post: Avalon Funeral Plans, Brooke Court, Lower Meadow Road, Handforth Dean, Wilmslow, Cheshire, SK9 3ND Avalon Funeral Plans is a trading style of the Avalon Trustee Company Limited, a company incorporated in England.

Registered office: Brooke Court, Lower Meadow Road, Handforth Dean, Wilmslow, Cheshire, SK9 3ND. Registered with the Information Commissioners office under Z2182327.

The Avalon Promise

The Avalon Promise is available on the Build Your Own plan and Cremation Only plan. If you are aged between 18 and 77 years of age you can choose to pay for your plan by instalments over a term of 2 or more years and benefit from the added security of the Avalon Promise. In any event, your plan must have been fully paid by no later than your 80th birthday.

Should you pass away after your plan has been in place for 12 months and have instalment payments remaining, we will honour all of the services included in your plan certificate. We will not ask your representative or next of kin to cover the remaining instalment payments. Your plan certificate will include the Avalon Promise in the list of services.

At the time of need all of your plan instalment payments must be up to date and have been paid on a regular monthly basis in accordance with your plan term described on the application form.

The funeral must be carried out by the Avalon appointed Funeral Director.

The Avalon Promise is offered as a discretionary benefit and is not an insurance product.

Important exclusions for the Avalon Promise

Only a plan holder or plan holders identified on the funeral plan application form and plan certificate will be eligible for the Avalon Promise and the plan cannot be transferred to a third party unless the plan has been paid in full prior to a plan transfer.

Your plan will not provide the Avalon Promise benefit should you have missed 3 or more plan instalment payments at the time of need.

The Avalon Promise is not a guarantee to cover any shortfall in disbursements costs. Please refer to section 7a. What’s included in Build My Own plan? and your Key Features Document.

What if I die within the first 12 months?

Within the first 12 months should the plan holder die as the result of a ‘covered accident’ the plan will still be eligible for the Avalon Promise benefit. Should death occur within the first 12 months from any other cause your family or representative must pay the full outstanding balance of your plan for the funeral to go ahead using your Avalon plan.

A ‘covered accident’ means a sudden and unexpected violent event outside of the plan holder’s control and not linked to any illness or disease. A covered accident does not include death resulting from the ingestion of drugs, including prescribed medication.

Will I still be eligible for the Avalon Promise if I miss a payment?

If at the time of need, you have missed up to 2 instalment payments, your family or representative can make up the outstanding payments so that your instalment payments are up to date at the time of need and therefore your plan is eligible for the Avalon Promise.

If more than 2 instalment payments are outstanding, the plan will no longer be eligible for the Avalon Promise and your family or representative will then have the option to; pay the full outstanding balance before the funeral, or cancel the plan in writing and we will return all payments less a cancellation fee as detailed in the ‘How Do I Cancel?’ section.

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Why choose Avalon

Peace of mind with the Avalon Promise

For extra peace of mind, if you pass away before your plan is fully paid, Avalon can still provide all the services outlined in your plan. We’re the only provider that works with local independent Funeral Directors to offer this security.

The UK’s most trusted funeral plan provider

We have over 1,700 reviews on Trustpilot and are rated 'Excellent' by our customers. For over 25 years we’ve helped over 70,000 people feel reassured their funeral is planned and paid for.

Safe and secure

Your money is kept in an independent Trust and we are regulated by the Funeral Planning Authority.

Local Funeral Directors

We work with over 1,800 local, independent Funeral Directors – that’s more than the Co-op (1,079) or Dignity (1,200) which means you can feel reassured you and your family will have support close by.