Legislation Policies

At Tamworth Co-operative Society Limited we’re working hard to serve local communities a little better every day. Looking after the personal data you share with us is a hugely important part of this. We want you to be confident that your data is safe and secure with us, and understand how we use it to offer you a better and more personalised experience.

1. What this policy covers

The data controller is Tamworth Co-operative Society Limited 

We are committed to doing the right thing when it comes to how we collect, use and protect your personal data. That’s why we’ve developed this privacy and cookies policy (“Policy”), which:

  • sets out the types of personal data that we collect;
  • explains how and why we collect and use your personal data;
  • explains when and why we will share personal data
  • explains the rights and choices you have when it comes to your personal data.

We offer a wide range of products and services, so we want you to be clear about what this Policy covers. This Policy applies to you if you use our services (referred to in this Policy as “our Services”). Using our Services means:

  • This Policy also applies if you contact us or we contact you about our Services.

Parts of this Policy also apply to our store CCTV systems where they capture footage of you.

2. Personal data we collect

This section tells you what personal data we may collect from you when you use our Services

  • Contact data and identity data, including your first name, surname, postal addresses, email addresses, phone numbers and date of birth, title and gender.
  • Financial data, including bank account details and payment card details.
  • Transaction data for the purpose of members benefits including members points and redemption of dividend
  • Photographic data including footage that may be recorded for security reasons on our CCTV systems in stores.

We may collect data when you engage with us directly via forms, post, phone, email or otherwise. This includes personal data when you;

  • Apply to become a member
  • Request certain information, publications or offers to be sent to you
  • Visit or make a purchase within our stores
  • Use our website or social media pages
  • Enter a competition, promotion or survey
  • Contact us or provide feedback

Please note we are not responsible for any Third- Party link to our website. You should check their privacy policies listed on their webpage.

Our website is not intended for Children.

  1. Processing your personal data

We only use your personal data when we have a legal basis to do so, this is likely to include;

  • Contract Necessity, this can relate to fulfilling a contract for the purchase of goods or services or processing and maintaining your membership account. This will require the processing of Contact Data, Identity Data, Financial Data and Transaction Data.


  • Legitimate Interest, this can relate to Members receiving information to assist the Society in achieving our values and principles, aims and objectives and to support and serve our members and local communities, providing such interest does not override your interests or fundamental rights and freedom. This will require the processing of Contact Data, Identity Data and Transaction Data.


  • Legal Obligation, this can relate to information requested by local authorities such as the Police for crime prevention and investigation. This will require the processing of any personal data, as required to comply with the law. We use CCTV to monitor the safety of our stores in order to prevent and detect crime and anti-social behaviour.


  1. Protecting and retaining your personal data


We limit your personal data to employees and third parties who require access to process your data as per our instructions.

We have security measures in place to prevent data from being shared, lost or accessed in an unauthorised way.

We will only retain your personal data for as long as necessary to fulfil the purposes that we collect it for, whilst complying with legal, accounting and reporting retention periods.

We cannot guarantee the security of any personal data that you transfer over the internet to us.

Personal data in relation to Members will be held for the period you have an investment in the society or as required by the appropriate regulatory authority.

  1. Sharing personal data


This section explains how and why we share personal data.


When we share personal data with these third-parties we require them to keep it safe, and they must not use your personal data for their benefit. We do not transfer your personal data outside the European Economic Area.

Service Providers


We work with carefully selected Service Providers that carry out certain functions on our behalf. These include, for example, companies that help us with technology services, storing and combining data, processing payments and delivering orders. We only share personal data that enable our Service Providers to provide their services.

We may be required by law to share your personal data with the authorities, for example the Police or HMRC.

  1. Use of Cookies

If you have an account and you log in to our website, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is discarded when you close your browser.

When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select “Remember Me”, your login will persist for two weeks. If you log out of your account, the login cookies will be removed.

If you edit or publish an article, an additional cookie will be saved in your browser. This cookie includes no personal data and simply indicates the post ID of the article you just edited. It expires after 1 day.

  1. Subject Access Rights

You have the right to see the personal data we hold about you. This is called a Subject Access Request. You will not have to pay a fee to access your personal information. However, we may charge a reasonable fee if your request for access is clearly unfounded or excessive. Alternately we may refuse to comply with the request in such circumstances.

If you would like a copy of the personal data we hold about you, please write to:

Data Protection Officer, Tamworth Co-operative Society Ltd, 5 Colehill, Tamworth Staffordshire B79 7HA

Other Data Protection Rights

In relation to your personal data, you also have right to:

  1. a) Have inaccurate information corrected

Summary of the right:

If you believe we hold inaccurate or missing information, please let us know and we will correct it.

b). Object to our use of it:

Summary of the right:

  • General objection - We will then consider you objection to our use of your personal data. If on balance, your rights outweigh our interests in using your personal data, then we will at your request either restrict our use of it (see section c below) or delete it (see section d below).

c). Restrict our use of it;

Summary of the right:

There are several situations when you can restrict our use of your personal data, this includes (but is not limited to):

  • you have successfully made a general objection (listed in section b above).
  • you are challenging the accuracy of the personal data we hold.
  • we have used your personal data unlawfully, but you do not want us to delete it

d). Have us delete it

Summary of the right:

There are several situations when you can have us delete your personal data, this includes (but is not limited to):

  • we no longer need to keep your personal data;
  • you have successfully made a general objection (listed in section 2 above).
  • you have withdrawn your consent to us using your personal data (and we do not have any other grounds to use it);
  • we have unlawfully processed your personal data


  1. Complain to the data protection regulator

We’d like the chance to resolve any complaints you have, however you also have the right to complain to the UK data protection regulator (the ICO) about how we have used your personal data. Their website is https://ico.org.uk/.

More Information on your Data Protection Rights

The ICO website https://ico.org.uk/ contains more detail on the data protection rights mentioned above. Or if you would like to speak to us about these rights in more detail, please see the “How to contact us” section below.

How to contact us

If you have any questions about how we collect, store and use personal data please contact us.

Phone : 01827 63711

Email: askus@tamworth.coop

Mail :Data Protection Officer, Tamworth Co-operative Society Ltd, 8 Colehill, Tamworth Staffordshire B79 7HE

We may change this Privacy Policy from time to time. You should check this notice occasionally to ensure you are aware of the latest version.

This Policy was last updated on 25/05/2018.

Tamworth Co-operative Funeral Service Complaints policy

  1. Our Aim

Tamworth Cooperative Funeral Service is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore, we aim to ensure that:                                                    

  • making a compliment or complaint is as easy as possible
  • we welcome compliments, feedback and suggestions
  • we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
  • we deal with it promptly, politely and, when appropriate, confidentially
  • we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
  • we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

We recognise that many concerns will be raised informally, and dealt with quickly.

Our aims are to:

  • resolve informal concerns quickly
  • keep matters low-key
  • enable mediation between the complainant and the individual to whom the complaint has been referred

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.

  1. Definitions

A complaint is defined as any expression of dissatisfaction; however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.


  1. Purpose

We are always glad to hear from people who are satisfied with the services we offer.  All compliments are recorded, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.

  1. Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

  1. Responsibilities

 Tamworth Cooperative Funeral Service responsibility will be to:

  • acknowledge the formal complaint in writing;
  • respond within a stated period of time;
  • deal reasonably and sensitively with the complaint; and
  • take action where appropriate.

A complainant's responsibility is to:

  • bring their complaint, in writing, to Tamworth Cooperative Funeral Service’s attention normally within 8 weeks of the issue arising;
  • raise concerns promptly and directly with a member of staff In Tamworth Cooperative Funeral Service
  • explain the problem as clearly and as fully as possible, including any action taken to date;
  • allow Tamworth Cooperative Funeral Service a reasonable time to deal with the matter, and
  • recognise that some circumstances may be beyond Tamworth Cooperative Funeral Service’s control.


  1. Confidentiality: 

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Tamworth Cooperative Funeral Service maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.

  1. Complaints Procedure:

Stage 1

In the first instance, staff member(s) must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed. All complaints should be discussed with a line manager before any action is taken.

Stage 2

If the complaint cannot be resolved informally, the member of the public should be advised that a formal complaint may be made and the following procedure should be explained to them. It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.

  1. A formal complaint can be made either verbally or in writing. If in writing the complaint must be sent either by post or email to the senior Manager of Tamworth Cooperative Funeral Service. If verbally, a statement should be taken by a member of the management Team, staff member or a supervisor.
  2. In all cases, the complaint must be passed on to the senior manager of Tamworth Cooperative Funeral Service. In the event of a complaint about the senior manager of Tamworth Cooperative Funeral Service the complaint should be passed to the CEO of Tamworth Cooperative Society.
  3. The responsible person handling the complaint must acknowledge the complaint either verbally or in writing
  4. Tamworth Cooperative Funeral Service will investigate the complaint. Any conclusions reached should be discussed with the staff member involved and their Line Manager.
  5. The person making the complaint will receive a response based on the investigation detailing actions taken.

Stage 3

  1. If the complainant is not satisfied with the above decision, then the complaint will be escalated to the CEO of Tamworth Cooperative Society.
  2. The CEO will examine the complaint and may wish to carry out further interviews, examine files / notes. They will respond in writing.


Stage 4

 If the complaint cannot be resolved to the complainant’s satisfaction by the above process, then the matter can be escalated to the mediation service of the National Association of Funeral Directors. This Service is independent of Tamworth Cooperative Funeral Service and the National Association of Funeral Directors. All parties will provide details and evidence of the complaint for consideration. All parties must agree to abide by the decision of the conciliator and their decision is final.


Glen Speak-

Glen Speak M.B.I.E. General Manager of Tamworth Co-operative Funeral Service

Tamworth Co-operative Funeral Service is a member of the National Association of Funeral Directors which was established in 1905. All members abide by the NAFD Funeral Promise.

“By choosing us, you can be assured that the funeral is a fitting farewell to your loved one at a price you are comfortable with, that we will treat you and your loved one with respect at all times, and act with integrity. We will seek to fulfil any special wishes and requests.”

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