1. Purpose and scope

Rounce Funeral Services Limited is committed to managing cremated remains with dignity, respect, care and secure identification at every stage.

This policy sets out the procedures for receiving, identifying, recording, storing, handling, dividing, decanting, transferring, releasing, transporting and arranging the scattering or interment of cremated remains.

It also establishes procedures for managing uncollected, lost, damaged or potentially misidentified remains, resolving disputes and maintaining an appropriate audit trail.

All staff involved in these activities must follow this policy and refer any uncertainty or discrepancy to the Managing Director before proceeding.

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2. Responsibilities and authorised personnel

The Managing Director, Christopher Rounce, has overall responsibility for the implementation and oversight of this policy.

The following personnel are authorised to access the designated storage facility and undertake the relevant handling and decanting procedures:

• Christopher Rounce

• Jan Rounce

• Jon Rounce

• Rebecca Doherty

 

Access to stored cremated remains is restricted to these authorised personnel.

Only the Managing Director may make decisions where there is uncertainty about identification, authority to release, a dispute, a significant incident or the appropriate next steps for uncollected remains.

If the Managing Director is unavailable, staff must secure the remains and refrain from taking any action requiring his decision until he is available. Staff must not independently authorise an exception to this policy.

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3. Receipt, identification and recording

When cremated remains are received into Rounce Funeral Services' care, the receiving authorised member of staff must check that the identification details correspond with the relevant funeral arrangements and accompanying documentation.

The checks must include the deceased's name and the available cremation details. The identification on the crematorium container and its outer packaging must be checked.

Each receipt must be recorded in the paper register against the deceased's name. The individual funeral file must contain the relevant supporting information and records.

The remains must not be accepted into routine storage or handled further if the identification is incomplete, inconsistent or otherwise in doubt. The remains must be secured and referred to the Managing Director for investigation.

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4. Secure storage and access control

Cremated remains are kept in the designated locked mortuary cold room.

Keys are restricted to Christopher Rounce, Jan Rounce, Jon Rounce and Rebecca Doherty. Staff must ensure that the facility is secured when not in use and that access is limited to authorised personnel.

Remains must be stored in their identified containers and kept separate in a manner that minimises the risk of confusion, accidental exchange or unauthorised access.

The identification on each container must remain legible and associated with the relevant funeral file.

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5. Decanting, dividing and identification of receptacles

Rounce Funeral Services regularly undertakes the division of cremated remains and decants remains into receptacles or memorial products selected by families.

Only authorised personnel may undertake these procedures. Every decanting or division must be checked by two authorised members of staff, both of whom must agree that the deceased's identification has been verified before decanting begins.

Before decanting, both staff members must check that the following three identification items match:

1. The A4 paper certificate of cremated remains accompanying the ashes.

2. The ashes box.

3. The sticker sealing the paper bag containing the ashes.

 

Each of these must show the deceased's name and cremation details. If the three items do not match, or either member of staff has any doubt, the procedure must stop and the remains must be secured pending referral to the Managing Director.

Following decanting, the deceased's name must be written on identification stickers, which are attached to the bottom of the receptacles into which the remains have been placed.

Every decanting or division must be recorded in the appropriate records. The record must include:

• The deceased's name and relevant funeral reference.

• The date of the decanting or division.

• The number of receptacles produced.

• How each receptacle is identified.

• The authorised staff involved in the identification check and procedure.

• Any relevant instructions or additional arrangements.

 

Care must be taken throughout to prevent mixing, loss or accidental transfer of remains. Receptacles must be checked and labelled before being separated from the original container or the person undertaking the procedure moves on to another task.

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6. Collection and release to an authorised recipient

Rounce Funeral Services asks clients to arrange collection of cremated remains, or agree alternative arrangements, within 60 days following cremation. The applicable terms and any storage charge must be explained to the client as appropriate.

Before releasing remains, staff must verify the identity of the recipient and record the date of release and the recipient's details in the paper register. The individual funeral file must also be updated.

Where remains are to be collected by somebody other than the person who arranged the funeral or the person otherwise entitled to receive them, written authority from the person legally entitled to receive the remains is mandatory before release. Staff must not rely solely on a verbal request or an assumption that the collector has permission.

If the authority, identity or entitlement of the proposed recipient is unclear, release must be suspended and referred to the Managing Director.

The release record must provide an adequate audit trail of who received the remains and when.

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7. Transfer to another funeral director or third party

Cremated remains may be transferred to another funeral director or an appropriate third party where the client has authorised the arrangement and the necessary authority to release the remains has been established.

The transfer must be recorded, including the date, recipient, destination where applicable, and the authority on which the transfer was made.

The identification of the remains must be checked before transfer. Relevant written instructions and supporting correspondence must be retained in the individual funeral file.

If the proposed recipient, destination or authority is in doubt, staff must not proceed until the Managing Director has reviewed the circumstances.

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8. Transport and attendance at appointments

Where cremated remains are transported to a venue for collection, a memorial arrangement, scattering, interment or another agreed purpose, staff must take reasonable precautions to protect the container and preserve identification.

Cremated remains must never be left unattended while being transported to or handled at a venue.

Staff must verify that the remains being transported correspond with the arrangements for the intended deceased and destination.

Any handover to another person or organisation must be recorded. Where a third party undertakes a scattering or interment, written confirmation of the date and location must be obtained and retained in the individual funeral file.

 

9. Scattering and interment arrangements

Rounce Funeral Services can arrange for cremated remains to be scattered or interred by its own staff or by an appropriate third party, depending on the arrangements agreed with the family.

The location must be suitable for the proposed activity, and any required permission must be checked before the arrangements proceed. Where the family selects a location, Rounce Funeral Services will check the relevant permission with the landowner or appropriate authority as applicable.

Family attendance may be arranged on request.

Before the scattering or interment, staff must verify the identity of the remains and confirm that the arrangements correspond with the family's instructions.

Following the scattering or interment, the individual funeral file must be updated. Where a third party carries out the activity, written confirmation of the date and location must be obtained and retained.

 

10. Uncollected cremated remains

10.1 Initial collection arrangements

In accordance with Section 9 of Rounce Funeral Services' Terms & Conditions, clients are asked to arrange collection of cremated remains or agree alternative arrangements within 60 days following cremation.

Where remains remain in Rounce Funeral Services' care beyond 60 days, a storage charge of £30 per month or part-month may apply. The applicable circumstances and charges must be explained to the client.

Rounce Funeral Services does not treat the 60-day period as an automatic deadline for disposal.

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10.2 Monitoring and contact

Outstanding remains must be monitored through manual checks or diary reminders.

The person who arranged the funeral is the primary contact for collection arrangements. Reasonable efforts must be made to contact that person using the contact details available. Contact may be made by telephone, email and written letter.

All contact attempts, responses, agreed arrangements and relevant decisions must be recorded in the individual funeral file.

Where the family has booked a future interment, scattering or memorial service, Rounce Funeral Services is willing to retain the remains for the period needed for that booked arrangement. The booking and expected arrangements should be recorded on the funeral file.

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10.3 Review after 12 months

Where remains remain uncollected after 12 months, the Managing Director must review the case and determine the appropriate next steps.

The review must include further attempts to contact the family, examination of the records and consideration of the circumstances. The Managing Director must seek appropriate SAIF guidance and ensure that any proposed action follows applicable law, relevant professional guidance and the company's Terms & Conditions.

Section 9 of the current Terms & Conditions provides for reasonable contact attempts and, where appropriate, a notice in local newspapers or other suitable local media. If remains are still uncollected after reasonable contact attempts and appropriate public notice, scattering or another appropriate disposal may be considered, subject to applicable law and relevant professional guidance.

No automatic disposal will take place merely because 12 months have elapsed. Any proposed action must be individually reviewed and documented by the Managing Director. The decision, attempts to contact the family, guidance sought, any public notice and the eventual outcome must be recorded.

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11. Lost, damaged or potentially misidentified remains

Any suspected loss, damage, misidentification or unexplained discrepancy involving cremated remains must be treated as a serious incident.

Staff must:

1. Stop the relevant activity immediately.

2. Secure the remains and any associated containers or documentation.

3. Minimise further handling where damage is involved.

4. Inform the Managing Director or appropriate management.

5. Preserve relevant records and document the circumstances, including when and how the issue was discovered.

6. Avoid making assumptions, altering records to conceal discrepancies or releasing the remains while the matter remains unresolved.

 

The Managing Director must investigate the circumstances, determine the appropriate action and maintain a record of the findings and any corrective measures.

Lost or damaged cremated remains must be reported to appropriate management and inspectors within 48 hours of discovery.

Where identification is in doubt, the remains must remain secured until the discrepancy has been investigated and the Managing Director has authorised the next steps.

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12. Disputes, changes of instructions and authority concerns

Any disagreement concerning ownership, entitlement to receive, division, transfer, scattering, interment or other arrangements for cremated remains must be referred to the Managing Director.

Staff must preserve the existing records, retain relevant correspondence and refrain from taking an irreversible action while a material dispute remains unresolved.

Changes to instructions must be documented in writing. Before acting on revised instructions, the Managing Director must be satisfied that the person providing them has the appropriate authority.

Where necessary, the Managing Director will seek suitable professional advice or guidance before deciding how to proceed.

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13. Records and audit trail

Rounce Funeral Services maintains a paper register and individual funeral files to provide a traceable record of cremated remains throughout the period they are in the company's care.

Records must be completed accurately and promptly and should include, as applicable:

• Receipt of remains and identification checks.

• The deceased's name and relevant cremation details.

• Storage and collection arrangements.

• Contact attempts and correspondence concerning uncollected remains.

• Storage charges explained or applied.

• Written authority for collection by another person or transfer to a third party.

• Decanting and division records, including the number of receptacles produced and how each is identified.

• Release dates and recipient details.

• Transport and handover details where relevant.

• Scattering or interment arrangements, including written third-party confirmation of date and location.

• Incidents, investigations, decisions and corrective action.

• Decisions concerning uncollected remains and any relevant SAIF guidance obtained.

 

Records must be retained and handled in accordance with the company's applicable record-retention and data-protection procedures.

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14. Premises closure or interruption to normal operations

If the premises become inaccessible or normal operations are interrupted, the Managing Director must ensure that arrangements are made, so far as reasonably practicable, to maintain the security, identification and respectful care of cremated remains.

Access must remain restricted to authorised personnel. Any necessary transfer or alternative storage arrangement must be authorised by the Managing Director, appropriately documented and undertaken in a manner that preserves identification and the audit trail.

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15. Complaints and concerns

Any complaint or concern about the handling, storage, identification, collection, transfer, scattering or interment of cremated remains must be referred promptly to the Managing Director.

The matter must be recorded and investigated fairly. Relevant records and correspondence must be preserved, and the findings and any corrective action must be documented.

Where a complaint identifies a possible incident involving loss, damage or misidentification, the reporting requirements in Section 11 must also be followed.

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16. Training, monitoring and policy review

The Managing Director is responsible for ensuring that authorised staff understand and follow this policy and that any staff member asked to handle cremated remains is appropriately authorised and understands the relevant identification and security checks.

Compliance must be monitored through review of the paper register, individual funeral files, decanting records, release records and outstanding-remains records.

This policy will be reviewed at least annually and sooner if procedures, applicable requirements or professional guidance change, or if an incident or inspection identifies a need for revision.