This morning we received an email which had been forwarded in error by Mr Potts, Customer Relations Manager at The Co-operative Funeralcare, to a bereaved family – not we hasten to add one of the families referred to in the message – who forwarded it to us. On reading it, we immediately deleted the blog post describing the incident referred to out of respect for the wishes of the families concerned. We have redacted those parts of the email which indicate the location of the incident and the date of the press story; and those which reveal contact details.
We thought the email worth publishing for its own sake – because it isn’t often we get an insight into what goes on in the engine room.
From: Neil Walker (CLS-Exec)
Sent: 11 February 2013 09:11
To: Anna Osborne (CLS-Probate Consultants); Sanjeev Chahal (TS) (CLS-Probate Operations)
Cc: Ziad Shukri (TS) (CLS-Legal Advisory); Karen Morgan (CLS-Wills); Jon Potts (Funeralcare); David Collingwood (Funeralcare)
Subject: Incident within Funeralcare
Funeralcare had an incident in the XXXXXXX part of the country a few weeks ago. As you would expect Funeralcare dealt with the matter in a sensitive and appropriate way with the 2 families involved; to the extent that neither family wanted anything to appear in the press. Unfortunately the press in the local area published a story relating to the matter xxxxxxxxxxxx.
In the unlikely event that the probate advisory team get questioned on the matter by a client who has any concerns whatsoever, could you please could you ensure that the client is offered the opportunity to receive a phone call from Co-operative Funeralcare. Please could you ask your team members to capture name and contact details of the client and pass them onto yourselves as team managers?
Could I then ask that you pass the client details onto Jon Potts, Customer Relations Manager, Funeralcare. Please ensure that you follow up any e-mail with a phone call to ensure that Jon or a member of the team has picked up the details? Jon’s contact details are: