FPCOB 8.3 Ensuring customers can make an informed decision

1. (1)

   In a sale that does not involve a personal recommendation, a firm must take reasonable steps to ensure a customer (‘C’) understands that C is responsible for deciding whether a funeral plan meets C’s demands and needs.

2. (2)

   If a firm anticipates providing, or provides, information on any main characteristic of a funeral plan orally during a non-advised sale, taking reasonable steps includes explaining the customer’s responsibility orally.

3. (3)

   A funeral plan’s main characteristics include its significant benefits, its significant exclusions and limitations, its duration and price information.

The information to be provided to customers in FPCOB 8.1 (Demands and needs) must be given in accordance with FPCOB 6.2 (Means of communication to customers).