Coop Funeral Care Terms of Business
Version October 2026
Applicable to Funeral Care by Argent in Guernsey and Funeral Care by De Gruchy in Jersey.
Terms and Conditions
These Terms and Conditions are the terms for the provision of funeral and related services by us, The Channel Islands Co-operative Society Limited ("the Society", "we" or "Us"), trading as Coop Funeral Care and specifically in Guernsey as Funeral Care by Argent ("Argent") and in Jersey as De Gruchy’s Funeral Care or Funeral Care by De Gruchy ("De Gruchy").
We are a co-operative retail society registered on the Mutuals Register administered by the Financial Conduct Authority ("FCA") with registration number 14672R. Our registered office is Co-operative House, 57 Don Street, St Helier, Jersey JE2 4EP.
Both Argent and De Gruchy are registered members of the National Association of Funeral Directors ("NAFD") and subscribe to the NAFD’s UK Funeral Director Code (the "NAFD Code"). A copy of the NAFD Code is available upon request. We aim to act in a professional manner and provide a courteous, sensitive and dignified service to you.
1. Definitions and interpretation
In these Terms and Conditions, unless the context requires otherwise:
Term and meaning
Business Day - a day other than a Saturday, Sunday or public or bank holiday in the island where the Services are provided.
Client / you / your - the person named in the funeral arrangement or other document accepting responsibility for the Contract) and payment.
Contract - the agreement between you and us for the Services, comprising these Terms and Conditions, the accepted Estimate or confirmation of funeral arrangements, and any agreed written variations.
Estimate - our written indication of the charges likely to be incurred for the Services and Third-Party Fees
Final Account - the total amount payable for the Services, including any agreed variations and actual Third-Party Fees.
Services - the funeral and related goods and services we agree to provide.
Third-Party Fees - amounts payable to other providers on your behalf, including officiant, church, crematorium, cemetery, doctors, regulatory, newspaper, floral and similar charges.
Writing - Includes, but is not limited to, email and other electronic communications capable of being retained.
2. The Contract and authority to arrange the funeral
2.1 These Terms and Conditions govern the provision of the Services and form the basis of the Contract between you and us. Please read them carefully and ask us to clarify anything that you do not understand before you accept the Estimate or the confirmation of funeral arrangements.
2.2 You confirm that you are legally entitled and authorised to arrange the funeral and to enter into the Contract. In Jersey this includes compliance with the Burials and Exhumations (Jersey) Law 2004, the Cremation (Jersey) Regulations 1961 and any successor legislation. In Guernsey this includes, but is not limited to, compliance with The Cremation Ordinance, 1972 of the Bailiwick of Guernsey and any successor legislation. You must tell us promptly about any dispute over authority or instructions.
2.3 We may rely in good faith on the instructions of the person who enters into the Contract. If we become aware that you do not have authority, or that authority is disputed, we may suspend or terminate the Contract and seek instructions from the person legally entitled to act.
2.4 You are responsible for ensuring that information and instructions supplied to us are complete and accurate. Any variation must be agreed with us, and we may require it to be confirmed in Writing.
3. Estimates, prices and expenses
3.1 We will provide an Estimate setting out the products and Services we agree to supply. It is based on the information available when it is prepared. Although we take reasonable care over its accuracy, charges may change where your instructions change, Third Party Fees change, or circumstances outside our reasonable control affect the Services.
3.2 We may not know all Third-Party Fees in advance. We will give you our best estimate and will tell you the actual amount as soon as reasonably practicable. Actual Third-Party Fees will be shown on the Final Account.
3.3 If you change your instructions, we may charge for additional goods, Services, work already undertaken, cancellation charges and Third-Party Fees incurred. We will explain any material effect on the price before proceeding where reasonably practicable.
3.4 We will add GST, VAT or any other applicable tax where required by law, at the rate applicable when the invoice is prepared and only to taxable items, such as some third-party goods.
4. Changes, availability and substitutions
4.1 Any changes to Services must be notified to us as early as possible and will be considered and where possible amended when we have confirmed the changes to you in writing. We will use reasonable endeavours to accommodate them but cannot guarantee changes, particularly close to the funeral date or where third parties are involved.
4.2 Goods and Services are subject to availability. If an item becomes unavailable, we may propose a suitable alternative. We will tell you about any substitution and any price difference before the funeral where reasonably practicable.
5. Measurements and safe handling of the deceased
5.1 Prices and availability may initially assume that the deceased falls within reasonable size and weight limits for the products, vehicles, premises, equipment and working methods to be used.
5.2 Once we know the relevant measurements, we will assess any additional requirements needed to protect the health and safety of our colleagues, agents and others. These may include, but are not limited to, additional colleagues, specialist equipment, a wheeled bier, different transport, a different coffin or casket, altered bearers, or changes to cemetery or crematorium arrangements.
5.3 We may make reasonable alterations where our risk assessment shows they are necessary. We will explain the proposed change and any effect on the price as soon as reasonably practicable.
6. Items and effects provided to us
6.1 Where items or effects are provided to us for inclusion as part of the funeral arrangements, we will act only on the instructions received from the Client. We are not responsible for determining whether an item or effect is correct, authentic or belonged to the deceased.
6.2 We will take reasonable steps to confirm that any item or effect provided to us can lawfully and safely be used in the intended manner during the funeral service, including whether its use complies with relevant legislation, regulations, venue requirements and health and safety requirements.
6.3 Where an item or effect cannot be used in the manner intended, we will ask the Client for further written instructions about how it should be dealt with so that, as far as reasonably practicable, the desired wishes can be implemented.
7. Payment arrangements
7.1 Unless we agree otherwise in Writing, we may require a deposit of up to 50% of the Estimate or payment in full of estimated Third-Party Fees when arrangements are made. Certain lower-cost, unattended, direct or standardised funeral options may require payment in full before the funeral. The applicable requirement will be stated in your Estimate or confirmation of funeral arrangements.
7.2 We will issue the Final Account after the funeral. It is due for payment within 30 days of the invoice date unless we agree otherwise in Writing. Supplementary invoices for later charges are payable on the date stated on the invoice.
7.3 If you do not pay an undisputed amount by the due date, we may, to the extent permitted by applicable law:
• charge interest at 4% above the Bank of England base rate on the date of the invoice, calculated daily from the due date until payment;
• recover reasonable debt-recovery, administration and legal costs actually incurred; and
• suspend Services that have not yet been provided, after giving you reasonable notice where circumstances permit.
7.4 No interest will accrue on an amount that you have disputed promptly and in good faith while we investigate that dispute.
7.5 You remain responsible for the Final Account even if payment is expected from an estate, insurer, solicitor, bank, benefit provider, funeral-plan provider or other third party, unless we expressly agree otherwise in Writing.
8. Providing the Services
8.1 We will provide the Services with reasonable care and skill, in a professional, courteous, sensitive and dignified manner, and in accordance with applicable laws in Guernsey or Jersey and the NAFD Code.
8.2 Dates and times are not guaranteed until final bookings are confirmed. We will make reasonable efforts to provide the Services at the agreed time and will tell you as soon as reasonably practicable if alternative arrangements are required.
8.3 If we need information, documents, decisions or approvals from you, you must provide them promptly. We are not responsible for delay caused by incomplete, late or inaccurate information. We may charge a reasonable amount for additional work required as a result.
9. Events outside our control
9.1 We will not be responsible for failure or delay caused by an event beyond our reasonable control. Such events may include, but are not limited to, the failure of a supplier or infrastructure, industrial action, civil unrest, fire, flood, severe weather, epidemic, governmental action, court or coronial intervention, war, terrorism, interruption to utilities or communications, and similar events.
9.2 We will take reasonable steps to minimise the effects, keep you informed and make suitable alternative arrangements where reasonably possible. If the event prevents performance for a prolonged period, either party may terminate the affected Services, subject to payment for work completed and Third-Party Fees incurred.
10. Cancellation, cooling-off and termination
10.1 Where applicable consumer law (including, in relation to Ardent, without limitation, The Trading Standards (Fair Trading) (Guernsey) Ordinance, 2023 and in relation to De Grucy, Supply of Goods and Services (Jersey) Law 2009) gives you a cancellation or cooling-off right, we will provide the required information and cancellation arrangements. If you ask us to begin work during a cancellation period, you may be required to pay a reasonable amount for Services supplied and Third-Party Fees incurred before cancellation.
10.2 You may terminate your instructions in Writing before the Services are completed. We may terminate or suspend the Contract if you materially breach it, fail to provide required authority or information, do not make a payment when due, or ask us to act unlawfully, unsafely or contrary to a binding professional requirement.
10.3 On termination, you must pay a reasonable amount for Services performed, goods ordered or supplied, and Third-Party Fees and cancellation charges incurred up to the effective date of termination. We will take reasonable steps to avoid unnecessary further cost.
11. Liability and indemnity
11.1 We are responsible for foreseeable loss or damage caused by our breach of the Contract or negligence. Loss or damage is foreseeable if it is an obvious consequence or was contemplated by both parties when the Contract was formed.
11.2 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of any duty that cannot lawfully be excluded, or anything else for which liability cannot lawfully be limited. Your statutory rights are not affected.
11.3 You will reimburse us for reasonable losses, costs and liabilities we incur as a direct result of your material breach of the Contract, but only to the extent permitted by applicable law and subject to our duty to take reasonable steps to reduce loss. Where the Services are engaged by more than one person, then that liability is will be joint and several among those individuals.
12. Data protection and confidentiality
12.1 We respect the confidential nature of information provided to us and will process personal data securely and only for lawful purposes connected with providing the Services, administering the Contract, meeting legal and regulatory duties, protecting legitimate interests, or where consent has been given.
12.2 For Services provided by Argent, personal data will be handled in accordance with the Data Protection (Bailiwick of Guernsey) Law, 2017. For Services provided by De Gruchy, personal data will be handled in accordance with the Data Protection (Jersey) Law 2018. Our Privacy Notice explains how we use information, how long it is retained, who it may be shared with and how data-protection rights may be exercised.
12.3 We may share relevant information with carefully selected third parties who help provide the Services, such as officiants, crematoria, cemeteries, florists, printers, transport providers, newspapers, medical professionals, regulatory bodies and funeral-plan providers. We will do so only where appropriate and with suitable safeguards.
12.4 A copy of our current Privacy Notice is available on request and through the Society’s website. Questions or requests concerning personal data may be sent to the Society at its registered office, marked for the attention of the Data Protection Officer, or by way of email to dpo@channelislands.coop.
13. Ashes retention and collection
13.1 Where we receive cremated remains, we will tell you when they are ready for collection. Unless otherwise agreed, they should be collected and signed for by the person legally entitled to collect the remains under the the Cremation (Jersey) Regulations 1961 and applicable law. We may require written authority and proof of identity.
13.2 We will follow your instructions about the cremated remains. Where you as the client and the applicant for cremation are different people, and the applicant for the cremation gives the crematorium instructions that differ from yours, the crematorium may be required by law to follow the applicant's instructions, and we will not be responsible for this.
13.3 Once cremated remains are in our custody, we will hold them free of charge for 6 months from the date of cremation. We will contact you in writing during that period to ask for your instructions, if these have not already been provided in writing.
If no instructions have been given to us by you by the end of that 6-month period, we will charge a storage fee of £10 (ten pounds) per calendar month, (as shown in our current price list), until the remains are collected or otherwise dealt with.
13.4 If no instructions have been given by the end of the 6-month period, we will write to you at your last known postal and email address provided to us. Our letter will inform you that, unless we receive your instructions within 3 months of the date of the letter, we reserve the right to scatter the remains respectfully at either the Garden of Rest at Le Foulon in Guernsey and Garden of Remembrance at Crematorium in Jersey without a religious ceremony.
13.5 We will not scatter remains while we are aware of a dispute about them or while legal proceedings about them are pending. We will keep a record of where and when the remains were scattered and will provide such details to you on request.
14. Funeral plans
14.1 Funeral plans are provided under separate terms and conditions issued by the relevant regulated funeral-plan provider. Those terms determine the plan benefits, exclusions, payment arrangements and complaints process.
14.2 These Terms and Conditions apply to any additional Services, upgrades or Third-Party Fees not covered by the plan. We will explain any additional amount before proceeding where reasonably practicable.
15. Member dividend
Member dividend is earned only on products or Services that qualify under the Society’s rules and the terms of the relevant member scheme. Further information is available from the Society’s membership information channels or on request.
16. Complaints and NAFD Resolve
16.1 We aim to provide a high-quality service. If you have a question, concern or complaint, please raise it as soon as possible with the funeral home that arranged the Services. You may complain in person, by telephone, by email or in Writing. If the matter is not resolved immediately, it will be referred to an appropriate senior colleague for investigation.
16.2 We will acknowledge the complaint, tell you who is handling it, keep you appropriately informed and provide a written outcome. If additional time is needed, we will explain the reason and the expected next step.
16.3 If you remain dissatisfied after completing our complaints process, the NAFD provides an independent conciliation and adjudication scheme, NAFD Resolve, as an alternative to legal action. You can contact NAFD Resolve at:
• Online: nafd.org.uk/resolve
• Email: resolve@nafd.org.uk
• Telephone: 0121 711 1636
• Post: NAFD Resolve, 618 Warwick Road, Solihull, West Midlands, B91 1AA.
16.4 Use of NAFD Resolve does not remove any statutory right or prevent you from seeking independent advice or using any other remedy available under applicable law.
16.5 A complaint relating to a funeral plan may also need to be referred to the plan provider under its separate complaints procedure and, where applicable, to the relevant financial ombudsman or regulatory body. We will explain the correct route based on the provider and the nature of the complaint.
17. Other important terms
17.1 Assignment. We may transfer our rights and obligations under the Contract to another organisation, provided this does not reduce your rights. You may not transfer your rights or obligations under the Contract without our express prior Written agreement, except where applicable law permits otherwise.
17.2 Third-party rights. The Contract is between you and us. Unless applicable law requires otherwise, no other person has the right to enforce it.
17.3 Severability. If any provision is found unlawful, invalid or unenforceable, it will be treated as removed or amended to the minimum extent necessary, and the remaining provisions will continue in effect.
17.4 No waiver. A delay or failure to enforce a right does not waive that right or any later breach.
17.5 Entire agreement. The Contract sets out the agreement between you and us concerning the Services. Nothing in this clause limits liability for fraud or fraudulent misrepresentation or affects statutory rights.
18. Variation of these Terms and Conditions
18.1 We may vary these Terms and Conditions at any time by publishing updated Terms and Conditions on the Coop Funeral website.
18.2 Any updated Terms and Conditions will apply from the date stated in the published version. A variation will not affect rights or obligations that arose before the updated Terms and Conditions took effect, unless applicable law requires otherwise or the parties agree the variation in Writing.
19. Governing law and jurisdiction
Where the services are provided by Argent, the applicable law will be that of Guernsey and where the services are provided by De Gruchy, the applicable law will be that for the Bailiwick of Jersey.
The courts of the jurisdiction whose law applies will have exclusive jurisdiction to determine disputes, subject to any mandatory consumer right to bring proceedings elsewhere.
20. Contact details
For The Channel Islands Co-operative Society Limited, trading as Coop Funeral Care
Registered office: Co-operative House, 57 Don Street, St Helier, Jersey JE2 4EP
For Argent:
Coop Funeral Care by Argent, Maison Funéraire, La Route de la Croix au Bailiff, St Andrew, GUERNSEY, GY6 8RT
Telephone: 01481233155
For De Gruchy:
Coop Funeral Care by De Gruchy, Bagatelle Road, St Saviour, JERSEY, JE2 7TY
Telephone: 01534499444
For operational enquiries, changes, cancellations or complaints, please use the telephone number, email address or postal address shown on your Estimate, confirmation of funeral arrangements or invoice, or contact the funeral home that arranged the Services.