Privacy and data protection

This Privacy Notice tells you about how Central England Co‑operative uses personal data.

There is a lot of information in this notice but we want you to be properly informed about how Central England Co‑operative uses your data, what your rights are and how you can exercise them.

We will need to update this Privacy Notice from time to time. Please check the date of the latest change on our website.

If there are any significant changes to this Privacy Notice that will impact on our processing of your personal data, we will contact you and provide you with a copy of the revised Privacy Notice before that change occurs.

If you have any questions that aren’t answered below, please get in touch.

 
About Central England Co‑operative

Central England Co‑operative is a successful, independent, community-based co‑operative business owned and controlled by its members. Our family of businesses includes food stores and petrol filling stations, funeral homes, florists, travel shops, optical sites and investment properties.

Our use of personal data is different in each business. This Privacy Notice concerns our funeral businesses. If you are a member of the Society, you should read our full Privacy Notice.

Central England Co‑operative Limited, which we refer to in this notice as ‘Central England Co‑operative’ or ‘the Society’ is registered under the Co‑operative and Community Benefit Societies Act 2014, number 10143R and has its registered address at Central House, Hermes Road, Lichfield, Staffordshire WS13 6RH.

This Privacy Notice covers Central England Co‑operative Funeralcare and these subsidiaries and associates:

MCS Funeral Services Ltd
Terry Smiths Ltd

 

About Central England Co-operative Funeralcare

This Privacy Notice applies to all Central England Co‑operative funeral businesses, usually trading as Co‑operative Funeralcare, although you may know others by their trading names. These include Bretby Crematorium, Terry Smiths Ltd and Co‑operative Memorials, as well as our funeral homes:

Abbey Oak Funeral Services

J H Landin & Son Funeral Directors

A Coley and Son Funeral Directors

J R Norris Funeral Service

A E Grice Funeral Service

McCartneys Funeral Service

Ambler Brothers Funeral Directors

M J Claypole Funeral Directors

Asian Funeral Company

N Wheatley and Sons

A Storer and Sons Funeral Service

Richard Barnes Funeral Director

Dennis Easton Funeral Services

R J Scholes Funeral Service

Dove Funeral Service

Shepshed & District Funeral Service

Edward Jarvis Funeral Directors

Stephanie J Mason Funeral Directors

Fishers Funeral Service

Swanns Funeral Service

Forrester Brothers Funeral Directors

Towers and Son Funeral Service

George Crump and Son Funeral Directors

Ward and Brewin Funeral Service

George James and Son Funeral Service

W B Bradford Funeral Service

Harvey Brothers Funeral Directors

Wellings Funeral Service

H E Bull & Son Funeral Service

Wilf Smith & Son Funeral Directors

J H Grice Funeral Service

 

 
When we can use your personal data

Data protection law sets out a number of grounds on which we may process your data and we must tell you which apply. These are called the ‘legal basis’ and include:

  • Contractual obligation, which means that we need to use your data for the purposes of a contract you have agreed, either with us or a third party, or you have agreed we can use the data before entering into a contract. For example when you sign up for membership or we arrange a funeral for you.

  • Legal compliance, which means we need personal data to comply with the law. For example when we need information to help us accommodate individuals with a disability or when a law enforcement agency requires us to pass on details of witnesses to a criminal incident.

  • Legitimate interests, which means we’ll use your data to help us run our business in a way that might reasonably be expected and which doesn’t have a material effect on you. For example when we analyse data to keep up with trends in shopping at our stores or when we personalise communication for you.

  • Consent, which means you have given us your permission. For example when you tick a box to consent to us contacting you by email. When you give us your consent you may also withdraw it at any time.

 

 

Personal data we collect and use

We collect the information we need to respond to an enquiry, arrange a funeral for your loved one, set up a pre-paid funeral plan or record your funeral wishes. This includes:

  • Your name, address, other contact details and date of birth

  • When you are our client for a funeral arrangement, your relationship to your loved one and the name, address, telephone number and relationship of the next of kin to your loved one

  • Your membership number and details of any membership cards if you present them.

  • When you are our client for a pre-paid funeral plan, the name, address, other contact details and date of birth for the person(s) whose funeral(s) the plan will apply to

  • When we record your funeral wishes the name of your next of kin and your relationship to them

  • Orders, charges and payments on your client account

  • Payment card information, when you make a payment by credit or debit card and bank details if you pay by direct debit

  • Any other personal data you provide to allow us to make arrangements that meet your requirements which may, for example, include choices of dates, venues, celebrants, memorials, inscriptions, service preferences, religious beliefs and arrangements to accommodate individuals with a disability

  • Your communication and marketing preferences

  • Personal data contained in any communication you may enter into

  • Footage and/or images of you, which may be recorded on CCTV when you visit our premises

 

 

How we use your personal data

  • To handle enquiries and orders, to liaise with you, to provide information required by a crematorium, burial site or service venue, to fulfil your order and to process payments on the grounds of contractual obligation.

  • To request feedback on our service on the basis of our legitimate interest in developing our business

  • If you are a member and present your membership card, we collect information and use it as set out in the membership section of our Privacy Notice

  • If you are a member or already a customer, we may use your personal data to send you information about other related products and services on the basis of our legitimate interest in developing our business.

  • If you are not a member or an existing customer we may send you information about our products and services when you have consented to this.

  • To make arrangements to accommodate individuals with a disability on the grounds of a legal obligation.

  • To confirm your identity when you visit one of our funeral homes, on the basis of our legitimate interests of caring for your loved one.

  • To complete statutory paperwork relating, for instance, to care of your loved one or cremation on the grounds of a legal obligation.

  • To arrange or plan for a funeral in line with your religious preferences on the grounds of contractual obligation and your explicit consent.

  • To deal with communications including enquiries, complaints and compliments on the grounds of our legitimate interest in managing our relationship with you.

  • We use non-identifiable information about purchases for statistical analysis and business planning, for instance to identify trends, to schedule our resources, to improve our products and services and to develop new ones. We do this on the grounds of our legitimate interest in continually improving service to our customers.

  • We use CCTV monitoring to protect our customers and colleagues and to safeguard our property and assets. We do this in the legitimate interests of the Society, customers and colleagues. We also do this in the public interest, to prevent and detect crime and accidents.

 

 

Who we share your personal data with

Sometimes we share your personal data with organisations we trust to process it on our behalf. They may only use this data for the purpose we agree with them, unless they are required by law to process your personal data for other purposes. For example we may share the content of an order of service with a printing company, or an inscription with a stonemason.

Sometimes we help you to order services from a third party supplier, for example, to make a booking with a crematorium. In this case the third party supplier will collect your data for their own purposes. To see how they will use your personal data you should look at their privacy notices.

Where you have given your consent we may pass some of your personal data to our partners:

  • Co‑operative Legal Services Limited, so that they may contact you about their services and provide complimentary advice on probate and related matters

  • Funeralzone,  so that they may contact you to offer you the opportunity to write an online obituary, set up donation management, or to provide feedback on our service

To see how our partners will use your personal data you should look at their privacy notices.

We may share your personal data, where necessary, with our auditors, legal advisors and other professional advisors acting in their professional capacity, for instance, for the purposes of allowing us to exercise or defend our legal rights.

We may be required to share your personal data to comply with laws or with legal obligations, such as in response to a valid court order or to e.g. HMRC, or where we consider that there is a legitimate interest to do so, such as reporting details of a suspected criminal incident to the Police.

When you pay by credit or debit card we pass your payment and card details securely to our card payment service provider. We do not keep your card details.

We may share your personal data, where necessary, with our statutory or professional regulators, either to evidence our compliance with legal or professional obligations, or to assist them in any investigations arising from any complaints made about us.

When you pay by direct debit, we will share your payment details with the relevant banks.

If any overdue amount is not paid, we will share your personal data with a debt recovery agent.  In such cases, the agent may only use the data in line with our instructions and not for any other purpose.

 

 

How long we keep your personal data

We will keep your personal data only for as long as is necessary for the purposes described in this notice, including where it is needed to comply with our legal obligations, to resolve disputes or to enforce agreements. This means we may keep your personal data for up to seven years after the funeral or redemption/cancellation of a pre-paid funeral plan, unless we are legally required to keep it for longer. Certain cremation records must be kept for 15 years.We do not keep credit or debit card details.

CCTV footage and/or images are normally kept for 31 days. Images and/or footage of incidents that require investigation will be normally be kept for up to 7 years from the conclusion of any investigation and/or any subsequent legal proceedings, unless we are legally required to retain this footage or images for longer.

 

 

Where we process personal data

Your personal data will not be transferred or processed outside the European Union unless stated in the Privacy Notice sections for our businesses, above.

 

 

Your rights

In respect of your personal data you have the right to request that we:

  • Allow you access to your personal data, including receiving a copy of it as well as information about how we have processed your data.

  • Correct or complete your personal data, if it is incorrect or incomplete.

  • Restrict the use of your personal data if:

    • It is not accurate

    • It has been used unlawfully but you do not want us to delete it

    • We no longer need it, but you want us to keep it for use in a legal claim

    • You have already asked us to stop using your data but you are waiting to receive confirmation from us as to whether we can comply with your request.

  • Delete your personal data.

Where we are using your personal data with your consent, you can withdraw your consent at any time.  If you do this, this will not affect the lawfulness of the processing prior to the withdrawal.

Where we are using your personal data on the basis of legitimate interests, you can object to us using it this way.

Where we are using your personal data for direct marketing, including profiling for direct marketing purposes, you can object to us doing so.

You will not normally have to pay a fee to exercise these rights. We may, however, charge a reasonable fee or refuse to comply with a request if it is unfounded or excessive.

If you wish to exercise your rights, please contact us at enquiries@centralengland.coop  

Should you have any concerns about how we may be handling your personal data, please contact us.

If you are unhappy with the outcome of either your request or with our processing of your personal data, you can also lodge a complaint with the Information Commissioner’s Office; they can be contacted using the information provided at: https://ico.org.uk/concerns/  

 

 

Contact us

You can contact Central England Co‑operative Limited in relation to data protection and this Privacy Notice by writing to:

Data Protection Officer

Central England Co‑operative

Hermes Road

Lichfield

WS13 6RH

 

or you can email us at enquiries@centralengland.coop

 

It is important that you tell us if any of your details such as your name or address have changed. This will help us to keep your personal data up to date.