Daugh­ter left fu­ri­ous and upset by firm’s mix-up

Sunday Mail (UK) - - The Judge -

funds di­rect from Betty’s ac­count to the Co- op. The fu­neral was planned for Jan­uary 3 last year.

She said: “The trans­fer went through within two hours. But Co-op claimed they hadn’t re­ceived it.”

Then Lyn­d­say re­ceived a mes­sage from Co-op on De­cem­ber 22 say­ing the fu­neral would not go ahead.

She said: “I felt an­gry and let down. The mes­sage said the of­fice in Dalry was closed for the fes­tive sea­son and the fu­neral would be re­ar­ranged when the funds were re­ceived.

“I was aghast. If I had any queries, I was to con­tact the Salt­coats of­fice.”

Lyn­d­say told them she was tak­ing her busi­ness else­where.

She said: “My new fu­neral di­rec­tor rang me to say he was go­ing to Crosshouse Hos­pi­tal to col­lect mum’s body. But he called later to tell me the Co- op had been there first. I was as­tounded.” Co- op blamed hu­man er­ror and she con­tacted their head off ice in Manch­ester to com­plain.

Lyn­d­say said: “They did fi­nally re­fund the de­posit by cheque. But they sent it in my mum’s name, which caused me yet more dis­tress.”

She also took the mat­ter up with the Na­tional As­so­ci­a­tion of Fu­neral Di­rec­tors. Their com­mit­tee up­held the com­plaint

Co- op said: “Our usual process once ap­pointed is to bring the loved one into our care and start their ar­range­ments. An ad­vanced pay­ment cov­ers third-party fees.

“Due to our mis­take, this pay­ment did not show in our sys­tem and we apol­o­gise for any con­fu­sion and dif­fi­cul­ties. We of­fered to meet with Ms Pear­son to see how to help her.

“But she asked an­other firm to take over ar­range­ments and, un­til then, Betty re­mained in our care.”

SHOCK Lyn­d­say. Right, her mum Betty

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