1This chapter applies to a firm:

1. (1)

   in relation to its regulated funeral plan activity; and

2. (2)

   that carries on any distance marketing activity from an establishment in the United Kingdom, with or for a consumer in the United Kingdom.

1A firm must provide a consumer with the distance marketing information (FPCOB 5 Annex 2R) in good time before the consumer is bound by a distance contract or offer.

1A firm must ensure that the distance marketing information, the commercial purpose of which must be made clear, is provided in a clear and comprehensible manner in any way appropriate to the means of distance communication used, with due regard, in particular, to the principles of good faith in commercial transactions, and the legal principles governing the protection of those who are unable to give their consent.

1When a firm makes a telephone call to a consumer, it must make its identity and the purpose of its call explicitly clear at the beginning of the conversation.

1A firm must ensure that the information on contractual obligations to be communicated to a consumer during the pre-contractual phase conforms with the contractual obligations which would result from the law presumed to be applicable to the distance contract if that contract is concluded.

1A firm must communicate to the consumer all the contractual terms and conditions and the information referred to in the distance marketing disclosure rules in writing or another durable medium available and accessible to the consumer in good time before conclusion of any distance contract.

1The performance of the distance contract may only begin after the consumer has given their approval.

1This section does not apply to a distance contract to act as a funeral plan intermediary, if the distance contract is concluded merely as a stage in the provision of another service by the firm or another person.

1In the case of a distance contract comprising an initial service agreement, followed by successive operations or a series of separate operations of the same nature performed over time, the rules in this section only apply to the initial agreement.

1If there is no initial service agreement but the successive operations or separate operations of the same nature performed over time are performed between the same contractual parties, the distance marketing disclosure rules will only apply:

1. (1)

   when the first operation is performed; and

2. (2)

   if no operation of the same nature is performed for more than a year, when the next operation is performed (the next operation being deemed to be the first in a new series of operations).

1. (1)

   1In the case of a telephone call, and subject to the explicit consent of the consumer, only the abbreviated distance marketing information (FPCOB 5 Annex 3R) needs to be provided during that communication.

2. (2)

   However, unless another exemption applies (such as the exemption for means of distance communication not enabling disclosure), a firm must still provide the distance marketing information (FPCOB 5 Annex 2R) in writing or another durable medium available and accessible to the consumer in good time before conclusion of any distance contract.

1A firm may provide the distance marketing information (FPCOB 5 Annex 2R) and the contractual terms and conditions in writing or another durable medium immediately after the conclusion of a distance contract if the contract has been concluded at a consumer’s request using a means of distance communication that does not enable the provision of that information in that form in good time before conclusion of any distance contract.

1At any time during the contractual relationship the consumer is entitled, at their request, to receive the contractual terms and conditions on paper. The consumer is also entitled to change the means of distance communication used unless this is incompatible with the contract concluded or the nature of the service provided.

1. (1)

   1A firm must not enforce, or seek to enforce, any obligations under a distance contract against a consumer, in the event of an unsolicited supply of services. The absence of a reply does not constitute consent.

2. (2)

   This rule does not apply to the tacit renewal of a distance contract.

1If a consumer purports to waive any of the consumer’s rights created or implied by the rules in this section, a firm must not accept that waiver, nor seek to rely on or enforce it against the consumer.

1If a firm proposes to enter into a distance contract with a consumer that will be governed by the law of a country outside the United Kingdom, the firm must ensure that the consumer will not lose the protection created by the rules in this section.

1This section applies to a firm carrying on an electronic commerce activity from an establishment in the United Kingdom, with or for a person in the United Kingdom.

1A firm must make at least the following information easily, directly and permanently accessible to the recipients of the information society services it provides:

1. (1)

   its name;

2. (2)

   the geographic address at which it is established;

3. (3)

   the details of the firm, including its e-mail address, which allow it to be contacted and communicated with in a direct and effective manner;

4. (4)

   an appropriate statutory status disclosure statement (GEN 4 Annex 1R), together with a statement which explains that it is on the Financial Services Register and includes its Firm Reference Number;

5. (5)

   if it is a professional firm:

   1. (a)

      the name of the professional body (including any designated professional body) or similar institution with which it is registered;

   2. (b)

      the professional title;

   3. (c)

      a reference to the applicable professional rules and the means to access them; and

6. (6)

   where the firm undertakes an activity that is subject to VAT, its VAT number.

1If a firm refers to price, it must do so clearly and unambiguously, indicating whether the price is inclusive of tax and delivery costs.

1A firm must ensure that commercial communications which are part of, or constitute, an information society service, comply with the following conditions:

1. (1)

   the commercial communication must be clearly identifiable as such;

2. (2)

   the person on whose behalf the commercial communication is made must be clearly identifiable;

3. (3)

   promotional offers must be clearly identifiable as such, and the conditions that must be met to qualify for them must be easily accessible and presented clearly and unambiguously; and

4. (4)

   promotional competitions or games must be clearly identifiable as such, and the conditions for participation must be easily accessible and presented clearly and unambiguously.

1An unsolicited commercial communication sent by e-mail by a firm must be identifiable clearly and unambiguously as an unsolicited commercial communication as soon as it is received by the recipient.

1A firm must (except when otherwise agreed by parties who are not consumers):

1. (1)

   give an ECA recipient the following information, clearly, comprehensibly and unambiguously, and prior to the order being placed by the recipient of the service:

   1. (a)

      the different technical steps to follow to conclude the contract;

   2. (b)

      whether or not the concluded contract will be filed by the firm and whether it will be accessible;

   3. (c)

      the technical means for identifying and correcting input errors prior to the placing of the order; and

   4. (d)

      the languages offered for the conclusion of the contract;

2. (2)

   indicate any relevant codes of conduct to which it subscribes and provide information on how those codes can be consulted electronically;

3. (3)

   (when an ECA recipient places an order through technological means), acknowledge the receipt of the recipient’s order without undue delay and by electronic means (an order and an acknowledgement of receipt are deemed to be received when the parties to whom they are addressed are able to access them); and

4. (4)

   make available to an ECA recipient appropriate, effective and accessible technical means allowing the recipient to identify and correct input errors prior to the placing of an order.

1For the purposes of FPCOB 5.2.6R(3), an order and an acknowledgement of receipt are deemed to be received when the parties to whom they are addressed are able to access them.

1Contractual terms and conditions provided by a firm to an ECA recipient must be made available in a way that allows the recipient to store and reproduce them.

1The requirements relating to the placing and receipt of orders do not apply to contracts concluded exclusively by exchange of e-mail or by equivalent individual communications.