13 August 2012 – The Good Funeral Guide

Council warns undertaker about soliciting

13 August 2012

Charles

6 Comments

Categories: Co-operative Funeralcare

Back in July we posted a report about an unsatisfactory Co-op Funeralcare-arranged funeral: “Beverley Webb and Michelle Blakesley said the way Co-op Funeralcare handled Gloria Roper’s service was ‘shambolic’ after one worker said: ‘We’ve brought out our 4.15pm instead.’” Read it here.

The matter we publicise today is Beverley and Michelle’s allegation that the Weymouth branch of Co-operative Funeralcare, acting as the Coroner’s agent, solicited business from them.

Very few bereaved people who have had an unsatisfactory funeral experience follow through. Most shrug and leave it all behind — understandably. It’s why the NAFD receives so few complaints, and is able to point to that as descriptive of the excellence of its members.

The rights of the bereaved are defined and reinforced by cases like this. We all owe Beverley and Michelle a debt.

First, an email from Steve Cheeseman, Business Support & Facilities Manager Dorset County Council:

Dear Ms Blakesley and Ms Webb

Once again, I was sorry to read of the difficulties you experienced with the Co-operative FuneralCare at Weymouth following the sudden death of your mother.

I have discussed your complaint with the Western Dorset District Coroner (Michael Johnston) and the South West Sector Manager of Co-operative FuneralCare Services.

Generally, Michael Johnston is happy with the service provided by Co-operative FuneralCare.

Section 1.14 of the Dorset County Council’s contract for Coroners Removals states:

“The contractor shall not, under any circumstances, actively canvass relatives or friends of the deceased with a view to carrying out the funeral arrangements. Any infringement may result in the removal of the contractor from the Coroner’s list. The contractor may leave their business card with the bereaved, but shall, in addition, leave with them a leaflet issued by the Coroner which provides relevant information regarding the arrangement to be made. The contractor may carry out funeral arrangements if the relative of the deceased makes the initial approach. It must not be implied to any bereaved family that the contractor must be instructed to carry out the funeral arrangements. No pressure must be exerted on the bereaved families to attempt to obtain instructions to carry out the funeral arrangements.”

Co-operative FuneralCare has confirmed that their business card was left together with the Coroner’s leaflet. However, I have written to the Weymouth Co-operative FuneralCare Service reminding them of the terms of the contract and that any breach would result in a review of their contract.

The County Council is responsible for supporting the Coroner in his work, but this does not include the provision of services provided by the funeral directors. You may be aware, already, that there is a National Association of Funeral Directors and members of the Association are required to abide by a stringent code of practice. The Association’s professional standards board is responsible for investigating complaints about the conduct of its members and they can be contacted on 0845 230 1343 should you require any further help.

As stated in my earlier e-mail to you, I have dealt with your complaint under Stage 1 of the County Council’s complaints procedure. If you are not satisfied with the outcome of my investigation, you can ask for your complaint to be considered under Stage 2 of the procedure by writing to the Chief Executive.

Regards,

Steve Cheeseman
Business Support & Facilities Manager
County Hall

Here’s text of the Council’s letter to Funeralcare:

Dear Ms Lee

I have received a complaint from Ms Blakesley and Ms Webb relating to the service provided by you following the sudden death of their mother, Gloria Roper. Their complaint is that you used your contractual position to solicit business and that this was in breach of the contractual agreement with the Dorset County Council.

I write to remind you that Section 1.14 of the County Council’s contract for Coroners removals states that:

“The contractor shall not, under any circumstances, actively canvass relatives or friends of the deceased with a view to carrying out the funeral arrangements. Any infringement may result in the removal of the contractor from the Coroner’s list. The contractor may leave their business card with the bereaved, but shall, in addition, leave with them a leaflet issued by the Coroner which provides relevant information regarding the arrangement to be made. The contractor may carry out funeral arrangements if the relative of the deceased makes the initial approach. It must not be implied to any bereaved family that the contractor must be instructed to carry out the funeral arrangements. No pressure must be exerted on the bereaved families to attempt to obtain instructions to carry out the funeral arrangements.”

I have spoken to the coroner for the Western Dorset District, Michael Johnston, who has confirmed that soliciting for services whilst undertaking a service on his behalf, would not be acceptable.

I write to remind you of the terms the contract and that any such breach would result in a review of your contract for the provision of such services.

Yours sincerely

Steve Cheeseman

Business Support and Facilities Manager

cc Mr Jack Walsh, South West Sector Manager, Co-operative FuneralCare

This is not the end of Beverley and Michelle’s campaign by any means, by the way. They’re not satisfied with this mere warning shot from Mr Cheeseman. They feel the contract was breached.

FD Darren goes the extra mile

13 August 2012

Charles

4 Comments

Categories: Co-operative Funeralcare, coffins, funeral directors

Darren Barker is the manager of Anglia Co-operative*, St Neots. When the family of a little girl who died last year found out how much it would cost to have the Gruffalo painted on her coffin, Darren offered to do it for them. He gave up his days off to do it.

Says local celebrant Viv O’Neil: “He always gives 120% and gets so upset if anything goes wrong.”

The first draft of this piece mistakenly named Co-operative Funeralcare as Darren’s employer

Open letter to George Tinning, Managing Director, Co-operative Funeralcare #4

13 August 2012

Charles

19 Comments

Categories: Co-operative Funeralcare, funeral directors

Dear Mr Tinning,

Woo, sorry! Caught you unawares? Thought we’d lost interest? No, we’re not going away. And not just us. There’s the GMB union, too. As you know, they’re disappointed in you for derecognising them in 2007. You can read their own campaign page here.

How on earth can a co-operative banish a trade union?

In the aftermath of the Dispatches Undercover Undertaker exposé you addressed your ‘colleagues’ and told them that you were going to seek the advice of the NAFD and find out if they could suggest any improvements in your levels of service. How’s that going? We don’t know of any statement from the NAFD about this. Come on, you must have some influence with those guys.

The word on the street is that you think it’s all going to blow over, the storm that followed that programme. Is that what you really think? Is that why you have kept so quiet?

Is that why you have never had the courtesy to reply to any of our letters to you?

If so, then, strategically, that you’re making a mistake. Consumer scrutiny of Funeralworld is going to intensify. As you know, ITV is making its own documentary about the industry. There’s another storm coming very soon. Okay, it may not be Funeralcare at the epicentre this time, but it’ll churn up memories. Worse still, the reputational damage to the entire industry may well be grave. When consumers start to see a pattern, they’re going to reckon all funeral directors are as bad as each other. There are nasty times a-coming – possibly very nasty times indeed.

There’s going to be renewed call for regulation, isn’t there? Which brings us back to the NAFD. What price their reassurances about the efficacy of self-regulation now?

Mr Tinning, do you begin to recognise the grave damage you have done to the many decent people who work in this industry? Including your own ‘colleagues’?

Good funeral directors are governed by values, not greed. You are the corporate player that lays claim to the values of the Rochdale Pioneers – the highest values there are. The other big players – Dignity, FSP, LM – play by the rules of capitalism. They’re not very good at it, and they’ll fail, but at least they do not pretend to be other than they are. Did you read the comments on this blog written by EX CO OP EMPLOYEE? Read them here and here. What do you say?

Mr Tinning, the governing purpose of the Good Funeral Guide is to sing praises, not dig dirt. It’s sad, weary work, belabouring your organisation. Around 40,000 people visit this site every month from all over the English-speaking world. They all wonder why on earth you do not reply to our letters.

It’s time you acknowledged your accountability and had your say.

With all best wishes,

Charles