The Partnership Podcast: Recent Episodes
Golden Charter
Join Malcolm in looking at the changing face of the UK funeral profession. Hear about regulation, planning and families' latest needs, as we partner with you to make the most of a changing future.
In the era of FCA regulation and consumer duty, what does it look like to serve families effectively? Scott Munn of Anderson Maguire, which recently received a Customer Service Excellence award, gives his view.
A big post-regulation success story is the results funeral directors are having through Golden Charter's introducer appointed representative model. Initially only chosen by a minority of businesses, its benefits for customers and funeral directors are seeing it grow. Malcolm talks to funeral director Paul Stevenson, and two of the Golden Charter staff who handle enquiries introduced by funeral directors, to understand how the process works and what the results have been.
SAIF's CEO Terry Tennens discusses the association's future, and the work it has already done for members through the introduction of regulation.
Since regulation came into force, East Ayrshire's Alex Muir has been feeling the benefits of using digital applications and working online. He discusses how his business works with funeral planning and beyond in the regulated world. Alex also talks about the aftermath of the Queen's funeral and his business' 80 year history.
We've looked at the impact that COVID-19 and regulation have had on long-standing funeral directors, but how does an Independent who launched in 2022 approach the recent change in the profession? Malcolm talks to Stuart Love of Love's Independent Funeral Directors in the West Midlands about the early days of his new business.
Many independent funeral directors have been family businesses for multiple generations. We take a look back at over a century and a half of Dumfries' Jardine Funeral Directors, and talk about how long lasting firms have weathered more recent change.
A Tyne & Wear funeral director looks at where a decade of building his business has put him in the local area, how FCA regulation has impacte, and what's next for him and his community.
Funeral director Kenneth Keegan talks about what it was like for him and his staff to go through Financial Conduct Authority regulation training webinars as Golden Charter appointed representatives. He talks about what regulation means for him and for customers, and the work his business does locally.
Moray's Callum Ross talks about the link between supporting families and local business branding for funeral directors. He looks at how promoting his business has changed in the era of social media, and the further changes brought on by Financial Conduct Authority regulation.
Malcolm talks to a funeral director who's been working with politicians to get bereavement education onto the national curriculum for school children in England. John talks about why it's important, what it would look like, and his own experience of childhood bereavement.
Funeral director Oliver Towner has embraced a lot of the change sweeping funerals, particularly around the environment and direct cremations. He tells Malcolm the thinking behind his business' changes, and how his staff have reacted.
A funeral director who spent a week attached to a medicine ball to raise funds for mental health support talks about the unique pressures funeral directors face, and his own experiences of speaking out.
Nikki Bennett of regulation experts UKGI talks through what happens after you return your application to become an Appointed or Introducer Appointed Representative with Golden Charter. She explains the process and addresses myths and misconceptions.
Jeremy West is a recognisable figure in the history of independent funeral directing, long involved with SAIF and in the founding of Golden Charter. Malcolm gets his views on the big picture for Independents, from direct cremation to regulation.
Funeral directors and families are far more digitally aware than at the beginning of the pandemic, and huge numbers of families search online for a local funeral director. Declan Maguire explains how the SAIF Digital programme is helping Independents meet the needs of increasingly online customers.
Laura Browne is a key member of Golden Charter's research and insight team, researching and surveying the views of customers, funeral directors and the wider world of funerals. She unpacks the latest findings for Malcolm.
Funeral director and former SAIF President Jim Auld returns, to talk about how his sole trader business had considered dealing with FCA regulation by becoming an Introducer Appointed Representative.
Our regulation mini-series continues: we hear from a different type of funeral director in a different part of the country, as Nottinghamshire funeral director Simon Hall talks about what he's doing for Financial Conduct Authority (FCA) regulation, and the support available.
Maria of S Stibbards & Sons talks about what the business is doing now to prepare for FCA regulation and how it plans to approach it, as well as reflecting on what the CMA has already taught them about being regulated.
The Financial Conduct Authority's requirements are becoming clear. Golden Charter's Head of Regulatory Compliance explains what regulatory approach is appropriate for funeral directors and what the plan provider is doing now.
Sarah Jones of Full Circle Funerals talks about its goal of evidence-based decision making, and what it means to call yourself a modern, family-focused funeral director.
Derby funeral director Helen Wathall explains how subsequent waves of COVID-19 differed from the first one, lessons learned over the year, and what is next for the profession.
Malcolm speaks to Daniel Ginder, co-proprietor of M K Ginder & Sons in Watford, and David Oliver, who handles the Independent's pre-need work. They describe how David supports families from enquiry through to post-purchase conversations, and the business' work in the community.
Independent Gary Valentine talks about everything from being followed by a camera crew to meeting the Prime Minister, and the funeral director's changing visibility due to COVID-19 and regulation.
The Principal of the Independent Funeral Directors' College discusses vocational training, the College's long history, and its latest developments.
Funeral director Ross Hickton talks about running and expanding an independent family business, including through acquiring additional branches.
The Church of England's Head of Life Events, Sandra Millar, joins independent funeral director and past SAIF President Jim Auld to discuss the role of church-led funerals during the pandemic and beyond.
Scottish SAIF's 2nd Vice President played a key role in SAIF members' increased use of technology over the pandemic. He talks about using digital tools in the pandemic and beyond.
Funeral director Julian Walker gives an Independent's view of pre-need regulation, during the ongoing Financial Conduct Authority consultation.
Marketing can mean a lot of different things to different Independents, and Jardine Funeral Directors in Dumfries has its own unique business approach, including running a crematorium. Ruth Jardine explains how access to a natural setting helped ensure families were given the service they wanted, how traditional and digital marketing have gone hand in hand, and what the future looks like under at-need and pre-need regulation.
Scotland's two Inspectors of Burial, Cremation and Funeral Directors explain their backgrounds, their work, the pandemic's impact, and how UK-wide bodies are learning from them as future inspection regimes are considered.
JC Atkinson's Greg Cranfield describes how the pandemic is impacting all parts of the funeral supply chain, including demand for coffins, and looks at the move to more individualistic funerals.
Reaching out to your local community can be challenging at the best of times, and COVID-19 brings further questions about what is right to do. Charlotte Wathall from funeral director G Wathall & Son describes how her family's business has responded, focusing on helpfulness and digital marketing.
In 2020's final episode, Warwickshire funeral director George Locke gives his perspective on signing the Funeral Director Agreement.
Independent funeral director Edward Poole gives his view on signing Golden Charter's Funeral Director Agreement, and on the wider impact of regulation on funeral directors and families.
Independent funeral directors together with Golden Charter have raised over £390,000 for The Royal British Legion and Poppyscotland in recent years, and this year fundraising for the armed forces community is needed more than ever. Justine McInally explains the annual fundraising campaign to Malcolm, including what the money can go towards and how funeral directors can still get involved.
Professional Help's Catherine Betley dicusses the current state of support for grieving families and the funeral directors who support them. Catherine discusses her work to support both groups through SAIF Care and SAIF Support.
Grief Journey's Dr Bill Webster talks about grief in the time of COVID-19, how to support bereaved families remotely, and the future of his own grief support work.
Online marketing, customer research and the varied uses of Facebook are all discussed as two Golden Charter Directors, Lyn MacDonald Director of Marketing and Mark Moran Director of Sales, discuss families' changing needs following COVID-19.
Mark became National SAIF President in spring 2020, as COVID-19 was approaching its peak. He tells Malcolm how a presidency works during lockdown, the benefits of engaging with families and other professionals online, and how Government engagement has been kept up.
Funeral Planning Authority CEO Graeme McAusland joins Malcolm remotely to get the regulator's view on COVID-19, how new rules put the customer first, and the future of funeral planning.
James Daley of consumer champion Fairer Finance rounds out his interview with Malcolm, describing how he expects the funeral sector to look to a newcomer in the future, and underlining why it's important that families can get information online.
This special edition covers where to find the latest guidance on COVID-19 and hears from funeral directors who have been impacted by it and changed their ways of working.
Fairer Finance consumer champion James Daley explains the importance of transparent pricing, and the service and information families should expect to receive from an independent funeral director.
Actuary Graeme Muir explains his role in helping the Golden Charter Trust safeguard plan holder funds, and tells funeral directors what simple tests can show them the strength of a trust.
Golden Charter's Director of Sales provides a step by step guide to Funeral Benefit Options, from initial allocation to the time of need. He explains their recent growth, why they are popular with families, and how they work from a funeral director's perspective.
National SAIF President Jim Auld, coming to the end of his presidential year, talks about the importance of trade association membership, the events lined up for this year's SAIF AGM in Glasgow, and the support on offer for funeral directors.
In episode 2, Malcolm interviews Gareth Howlett, trustee and Investment Strategy Group chair with The Golden Charter Trust. Gareth reveals new trust growth rates, and explains the inner workings of a funeral plan trust and how the trustees steward plan holder funds.
Episode 1 of the Partnership Podcast sees new SAIFCharter Chair Adam Ginder talk to Malcolm about the new Funeral Planning Authority rules and code of practice, both coming in from January 2020. They touch on the regulatory timeline, support available, and Adam's insights from the first few months of his chairmanship.