Privacy Policy

1. Information We Collect

The information we collect depends on your relationship with Memories and the services you require.

This may include:

• Names, postal addresses, telephone numbers and email addresses.
• Your relationship to the deceased.
• Details of relatives, next of kin, executors and other authorised individuals.
• Funeral wishes, religious or cultural preferences and personal requests.
• Funeral arrangement forms, contracts, estimates, invoices and correspondence.
• Relevant financial information and documentation where assistance with funeral costs is sought.
• Photographs, tributes, biographical details and materials provided for a funeral.
• Website enquiry information and technical data where collected.

Information About the Deceased

We also hold information relating to deceased individuals, including identification, details of death, relevant medical documentation, instructions and funeral arrangements.

The UK GDPR does not apply to information relating solely to deceased individuals. However, we treat this information confidentially and with respect.

Personal information concerning living individuals within those records remains protected by applicable data protection law.

2. How We Obtain Information

We may receive information directly from you when you contact us by telephone, email, through our website or in person.

We may also receive relevant information from hospitals, care homes, doctors, coroners, registrars, solicitors, authorised family members, insurers, other funeral directors and public authorities.

We collect only the information reasonably needed for an appropriate purpose.

3. How We Use Your Information

We use information to provide our services and administer funeral arrangements.

Examples include:

• Responding to enquiries and requests for advice.
• Arranging funerals and coordinating services.
• Communicating with relatives and authorised representatives.
• Liaising with crematoria, cemeteries, officiants and suppliers.
• Preparing funeral documents, estimates, invoices and contracts.
• Managing payments and appropriate financial assistance documentation.
• Preparing funeral stationery, tributes and memorial materials where requested.
• Maintaining records, responding to complaints and meeting legal obligations.

We will not use personal information for an unrelated purpose without an appropriate lawful basis.

4. Our Lawful Bases for Processing

Under UK data protection law, we must have a lawful basis for processing personal information.

Where we rely on consent, you may withdraw it at any time. Withdrawal does not affect earlier lawful processing.

5. Sensitive Personal Information

Funeral arrangements sometimes involve information about religion, health or other sensitive circumstances relating to living individuals.

Where information qualifies as special category personal data, we will process it only where a lawful basis and an applicable additional legal condition exist.

We will restrict access to such information and use it only where necessary.

6. Sharing Your Information

We may need to share relevant information with organisations involved in the funeral.

These may include:

• Crematoria, cemeteries and burial authorities.
• Ministers, celebrants and other officiants.
• Florists, printers, musicians, transport providers and other funeral suppliers.
• Hospitals, medical professionals, coroners, registrars and appropriate authorities.
• Accountants, payment providers, insurers and professional advisers.
• IT, email, website hosting and administration service providers.
• Other funeral directors where arrangements have been authorised for transfer.
• Relevant government departments where financial assistance or statutory processes apply.

We disclose information only where appropriate and for a lawful purpose. We do not sell personal information to advertisers or data brokers.

7. Payments and Financial Information

We process information necessary to provide estimates, issue invoices, receive payments and maintain accounts.

Where a family seeks guidance about DWP Funeral Expenses Payments or other financial assistance, we may receive information relating to benefits, eligibility and personal circumstances.

This information is used to discuss the arrangements, provide appropriate documentation and manage any agreed payment arrangements.

Card payments may be handled through an external payment processor, which processes information in accordance with its applicable privacy and security obligations.

8. Website Forms and Cookies

8.1 Contact Forms

When you complete a contact form on our website, we use the information provided to respond to your enquiry.

Submitted information may be processed through our website form system, hosting provider and associated email services.

Please avoid including unnecessary sensitive personal information in a general enquiry. You can contact us directly by telephone if you prefer.

8.2 Cookies

Our website uses cookies and similar technologies to support normal website operation, functionality and security.

Cookies are small files stored on your device when visiting a website. Some are necessary for the website to operate properly.

Our website displays a cookie banner which provides information about cookie use and allows visitors to make applicable choices.

Strictly necessary cookies may operate without consent where permitted by law.

Where cookies or similar technologies require consent, they will only be used in accordance with the preferences selected through the cookie banner.

8.3 Managing Cookies

You can manage or remove cookies through your browser settings. Blocking necessary cookies may affect how parts of the website work.

If non-essential cookie choices are available through our banner, those preferences can be managed through the relevant consent controls.

8.4 Technical Information

Our website hosting and security systems may collect technical information, such as IP addresses, browser details, access logs and error information, to help operate and protect the website.

8.5 External Content

Some website pages may contain external links, maps or other embedded services provided by third parties.

Those providers may operate their own privacy and cookie policies.

9. Keeping Information Secure

We take reasonable organisational and technical measures to protect information from unauthorised access, loss, alteration or inappropriate disclosure.

These include appropriate access controls, secure systems, staff procedures and careful handling of physical documents.

Information is accessed only where relevant to an individual's responsibilities.

While no storage or communication method can guarantee absolute security, we take proportionate steps to protect information entrusted to us.

10. How Long We Keep Information

Memories Funeral Service retains funeral arrangement files and associated records for seven years.

This allows us to maintain appropriate records of the funeral arrangements, deal with subsequent enquiries, fulfil financial and legal obligations and respond to any disputes or claims.

After the relevant seven-year retention period has ended, records will be securely destroyed or deleted unless a legal obligation, an ongoing dispute or another justified reason requires longer retention.

General website enquiries and technical records may have different retention periods according to their purpose and the systems involved. We do not keep such information longer than reasonably necessary.

We may retain anonymised information where individuals can no longer be identified.

11. International Data Transfers

Some IT, website hosting or other service providers may process information outside the United Kingdom.

Where personal information is transferred internationally, we will ensure that an appropriate legal mechanism and any required safeguards are in place.

These may include relevant UK adequacy arrangements or approved contractual protections.

You may contact us for further information about any relevant international transfers.

12. Your Data Protection Rights

Depending on the circumstances, UK data protection law provides rights relating to your personal information.

Right of Access

You can request a copy of personal information we hold about you.

Right to Rectification

You can ask us to correct inaccurate or incomplete information.

Right to Erasure

You may request deletion of your information where the legal conditions are met.

Some information may need to be retained because of legal obligations or other lawful reasons, even where deletion is requested.

Right to Restrict Processing

You can request that certain uses of your information be restricted in relevant circumstances.

Right to Data Portability

In circumstances where this right applies, you may request personal information in a suitable electronic format or ask for it to be transferred to another provider.

Right to Object

You may object to processing based on legitimate interests in appropriate circumstances.

You have the right to object to direct marketing.

Consent

Where we rely on your consent, you may withdraw it at any time.

Making a Request

To exercise your rights, please contact the Manager using the details provided above.

We may need to verify your identity before responding.

We will respond within the period required by law, subject to any applicable extension or exemption.

Requests are normally handled without charge, subject to limited legal exceptions.

13. Photography, Testimonials and Marketing

Memories may photograph funeral homes, vehicles, floral arrangements and other aspects of our work for operational or promotional purposes.

Where photographs, videos or testimonials identify living individuals or include their personal information, an appropriate lawful basis will be required.

We will seek separate consent where consent is necessary.

Arranging a funeral does not automatically provide consent to publish identifiable family members, mourners or private personal information.

Where we rely on consent, you may withdraw it by contacting us.

We will comply with applicable privacy and electronic marketing requirements when contacting individuals for promotional purposes.

14. Information About Children

We may receive information relating to children where relevant to funeral arrangements, family circumstances or memorial materials.

Children's personal information is handled with particular care and appropriate safeguards.

Our website is intended to provide information about funeral services and is not directed at children for commercial purposes.

15. Privacy Concerns and Complaints

If you have a concern about how your personal information has been handled, please contact the Manager at Memories.

We will consider your concerns and respond in accordance with our legal obligations.

You may also make a complaint to the Information Commissioner's Office (ICO), the UK's independent data protection regulator.

16. Changes to This Policy

We may update this policy to reflect changes in our services, systems or legal obligations.

The latest version will be available on our website.

Where changes materially affect the way we use personal information, we will provide further information where legally required.

Last updated: 16 October 2026.