Terms of business
These are the terms on which we arrange a funeral. We have tried to write them in plain English rather than legal language, because you should be able to read them once and know where you stand.
Who we are
Will Case Limited is a company registered in England and Wales, company number 17238617, with its registered office at 71 The Hundred, Romsey, SO51 8BZ. We trade as Will Case & Partners and arrange funerals from our offices at Amesbury and Salisbury, and take calls for Ludgershall on a local number.
In these terms, “we” and “us” mean Will Case Limited. “You” means the person who signs the funeral arrangement form — the person responsible for the account.
What we agree to do
We will carry out the funeral you have asked us to arrange, with the care and skill you are entitled to expect of a professional funeral director. We will keep you informed, we will tell you promptly if anything changes, and we will not add anything to the arrangements without asking you first.
If something cannot be done as planned — a date, a crematorium slot, a particular coffin — we will tell you as soon as we know and agree the alternative with you.
Estimates and prices
Before anything is confirmed, we will give you a written estimate setting out what we will charge and what we expect to pay to others on your behalf. Our prices are published in full on this website and are available in our offices.
Some costs are not ours. Crematorium and burial fees are set by the crematorium, the council or the burial ground; ministers, celebrants and organists set their own fees. We pay these on your behalf and pass them on at cost, without adding anything to them. Where a fee is only an estimate at the time we give you the figure, we will say so, and the final account will show the amount actually charged.
If you ask for something after the estimate has been agreed, we will tell you what it costs before we arrange it.
Who we take instructions from
We take instructions from the next of kin, the executors, or the solicitor acting for the estate. That is who we will deal with throughout, and who the account is with.
Families are rarely of one mind about everything, and we understand that. If anyone else — another relative, a friend, a neighbour — asks us to change something or asks us about the person in our care, we will not act on it. We will go back to the next of kin, the executors or the solicitor and get their permission first. That is not us being unhelpful; it is how we make sure the funeral is the one the people with the legal right to arrange it have asked for.
Paying
Our account is due within 28 days of the date on it. We accept payment by bank transfer (Bacs) or by cheque.
If a funeral plan or an insurance policy is paying
We make the claim, not you. Once the registrar has issued the green form — usually emailed straight to us — we submit the claim to the plan provider, who then releases the money to us directly. You do not have to chase it.
Two things are worth knowing. Where a plan covers our charges, those charges stay at the figure they were when the plan was taken out, however long ago that was. But fees paid to others — the crematorium, the burial ground, a minister or celebrant — are not fixed in the same way, and anything the plan does not cover remains payable by the family. We will tell you what that gap is, in writing, before the funeral rather than after it.
We do not charge interest on a late account, and we do not use a debt collection agency. If you are going to have difficulty paying, tell us. We would far rather hear from you early and agree something workable than have you avoiding the post.
If money is a worry at the outset, say so when we are arranging the funeral rather than afterwards. There is usually more that can be done than families expect, and almost all of it has to be done before the funeral rather than after it.
Caring for the person who has died
From the moment we collect someone, they are cared for by our own staff. We do not pass anyone to a third-party contractor at any point, including overnight and at weekends: our out-of-hours collections are covered by our own team.
People in our care are kept at our Amesbury and Salisbury premises.
Visiting
You are welcome to visit the person who has died in our chapel of rest. Visiting is available at both Amesbury and Salisbury; at Salisbury it is by appointment only. Ring the office and we will arrange a time that suits you.
Visiting during office hours is included in our charges. If you need to visit outside office hours we will do our best to arrange it, and there is a charge of £15 an hour for the member of staff who opens up and stays with you.
Embalming
Embalming is never automatic. We will always ask you, we will explain what it involves and why it is sometimes advised, and you are free to say no.
Embalming is carried out at our own premises by a qualified embalmer who works with us. The person who has died remains in our care throughout and is not taken elsewhere.
Pacemakers and implants
A pacemaker or similar implanted device has to be removed before a cremation, because it is a danger in the cremator. We will ask you about this when we arrange the funeral. There is no charge for removing one.
Ashes
After a cremation we will hold the ashes for you, free of charge, for five years from the date of the cremation. There is no need to decide quickly what you want to do with them, and you are welcome to leave them with us while you think.
During those five years, if we have not heard from you, we will make at least nine attempts to contact the family, and we will keep a record of each one. Only if none of them has been answered will the ashes be scattered, at the crematorium where the cremation took place, once the five years are up. We will not do this without having tried, and recorded, every attempt to reach you.
If your circumstances change, or you need longer, tell us. We would far rather hear from you than scatter someone's ashes.
Your information, and how long we keep it
We provide a service that spans generations. To ensure continuity of care and to assist families with future arrangements, we securely retain core electronic records indefinitely. This retention policy is maintained for legitimate business and historical purposes, specifically to enable us to:
- accurately match or reference past funeral arrangements, preferences and choices at the request of subsequent generations;
- verify interments, family plot allocations, and cemetery and crematorium deeds;
- fulfil our administrative, statutory and financial obligations regarding pre-paid funeral plans and historic registers.
All indefinitely retained data is held under strict security protocols. Personal data that is no longer deemed necessary for these specific historical, practical or legal purposes will be securely deleted or anonymised in accordance with applicable data protection laws.
You have rights over the information we hold about you, including the right to ask for a copy of it and the right to ask us to correct it. Our privacy notice explains those rights and how to use them.
CCTV
Both of our offices are covered by CCTV, and signage is displayed at each. Recordings are kept for 14 days and are then overwritten. Footage is used only for the security of our premises and the people in our care.
Our business interests
Will Case Limited has no financial interest in any crematorium, cemetery, burial ground or related business, and we receive no commission or payment of any kind for referring families to anyone. Where we recommend a florist, a monumental mason or a caterer, it is because we have found them reliable — not because we are paid to. No third party holds a financial interest in Will Case Limited.
If something goes wrong
If any part of what we have done falls short, tell us. Complaints are handled by Lucy Mackenzie, Funeral Director. Ring the office that arranged the funeral and ask for her, or write to her at 31 Salisbury Street, Amesbury, Wiltshire, SP4 7AW, and she will look into it properly and come back to you. Please send anything by post to Amesbury rather than Salisbury, as Salisbury is not staffed day to day.
We will acknowledge a complaint within 24 hours, and give you a full response within five working days. If something is outside our hands and we need longer — waiting on a crematorium, a cemetery or another third party — we will tell you that within those five days, explain why, and give you a date.
We would always rather you came to us first, and we would rather hear about something small than have you say nothing.
Insurance
We hold employers’ liability insurance to £10 million, public liability insurance to £5 million, and professional indemnity insurance. Certificates are available at either office if you would like to see them.
These terms
These terms are governed by the law of England and Wales. Nothing in them affects your rights under consumer law, which stand whatever a contract says.
Will Case Limited, registered in England and Wales, company number 17238617. Registered office 71 The Hundred, Romsey, SO51 8BZ. Version: October 2026.
If someone has died
Ring us on 01980 623204 at any hour, day or night, and we will talk you through what happens next.