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Bereavement guide
What to do when someone dies
We want to support you at this time
We're here to take care of the banking details so you can focus on what matters most. The quickest and easiest way to let us know about a death is by completing our online form.
Other ways to let us know
The other ways to let us know about a death are listed below. All are open to next of kin, executors and solicitors.
Speak to us via webchat. We'll take the information we need and help you find the best way to send us documents.
Webchat is available Monday - Friday 8am-6pm.
You can speak to one of our bereavement advisors on 0800 161 5903.
If you're outside the UK, please call 0044(0)1204 684 658.
Relay UK users, please dial 18001 0800 161 5903.
Lines are open 9am-5pm Monday to Friday (excluding bank holidays).
You can let us know about a death by going into a branch.
Please bring any required documents with you, and we can take them directly in branch.
To find out what documents you need to bring, please look at sending us documents.
To find your nearest branch, please use our branch locator.
Already let us know?
Last year, we changed how you can notify us of a death online.
If you notified us of a death before 20th November 2023, you will have registered through our portal "Just Click & Notify". You can access this here via Click & Notify.
If you notified us after 20th November 2023, you will have simply filled out the form above. If you need to send some documents, you can do this by following the "send us documents" button just below.
What happens once you notify us?
Next Steps OpenClose
Our customer's accounts
We'll protect any sole accounts and update any joint accounts.
What happens to the accounts?
Sole accounts
If the account is only under your loved one’s name:
- We’ll protect their accounts, so no payments can come in or go out. This is a good time to let utility providers know that bills won’t be paid from this account anymore.
- We’ll not contact that account again. (It takes a short time to sort this, so until then you might still get letters addressed to them.)
Joint accounts
We’ll change the account name to your name only and you can keep using it as normal. If you had a joint overdraft or other lending, we’ll check if it still works for you.
If the primary card holder of a credit card has passed away, other card holders won’t be able to use their cards.
Signed up for text alerts?
You may get a text message from us about a change of address a few days after letting us know about the death. It’s just us updating our records, so you don’t need to do anything.
Condolence letter
We'll let you know by letter about the next steps and any other documents we may need. Once we let you know please send them as soon as possible. We aim to get back to you within 10 working days after we get your documents.
Documents
Below is a list of documents we might need to see. Once you've notified us, send us any of these documents that you already have. We'll let you know if we need any additional documents by letter.
What documents may we need?
- Death certificate
- Will/Codicil
- Grant of Representation (England & Wales)
- Certificate of Confirmation (Scotland)
- Account closure form (PDF 140 KB).
We'll let you know by letter what documents we need.
To find out what we need and how to send them to us, please go to our sending us documents page.
Death outside UK?
If the death certificate is from outside the UK or not in the English language, we'll need a certified translation. Visit our documents issued outside the UK for more information.
Not our customer?
If you're not a customer with us, we’ll need your photo ID and proof of address.
Closing the accounts
We need to see some documents before we close the sole account or change the joint account name.
How do we close the accounts?
After you’ve told us about the death, you may need to complete an account closure form. All the executors or next of kin must sign this form.
Please include your unique BER reference, so we can close the account and transfer any funds.
Want to find the account closure form and check out how to send it to us?
Visit our sending us documents page.
Did you give us your email address when letting us know about the death?
If so, you may get an email from Adobe Sign. Please fill in the form, digitally sign it and send it back to us.
Stay in touch
We'll contact you with more information and next steps once you notify us.
How we'll stay in touch
Condolence letter
You'll receive a letter as we progress your notification.
If we need more documents from you, we'll write to you to let you know. The letter will let you know how you can send this to us.
Payment notification
If you send us the funeral bill or inheritance tax invoice, we can use the money in our late customer’s account to pay these. Find out how we can help with furnal bills, please visit funeral invoice payment.
We’ll either write to you or send you an email to let you know when we make a payment.
Keep your reference number
You can find your unique reference number on the condolence letter we send to you, starting with 'BER'.
You can use your unique BER reference when contacting us, so our team can quickly answer any queries you might have.
Frequently asked questions
We want to support you through this time. If you are an existing customer our service Banking My Way allows you to record information about the support or adjustments you need to make banking easier.
You can let us know of any additional support you may need to ensure all our colleagues are aware of this. The information will be shared on our internal systems and therefore you will not need to repeat these requirements every time you interact with us.
You can find out more about the service and how to register via the Banking My Way information pages on our website.
Please visit our documents issued outside the UK page for more information.
An executor account is an account which allows the executor(s) to gather payments due to the deceased's estate before being distributed to the beneficiaries, such as the proceeds from the sale of a house.
To open an executor account, you will need to have a Grant of Representation (England or Wales) or Certificate of Confirmation (Scotland).
What steps do I need to take to open an executor account?
Firstly, you will need to open an everyday bank account. You can do this online. To apply, you need to be 18+ and a UK resident.
Once the account is open you can complete an executor(s)/administrator(s) account mandate form PDF (40 KB) in order to change the account to an executor account.
If there are additional administrators, they need to be added to the account. You can do this via our website or by completing an add a new party to an executor account form PDF (196KB). Any additional party needs to be named in the Grant of Representation.
Once completed, take these forms into your local branch with the deceased’s will, death certificate or grant of representation (England or Wales) or confirmation (Scotland).
If you do not have a grant of representation (England or Wales) or confirmation (Scotland), the executor account can still be opened, however, you will only be able to pay out the final funeral invoice and receive payments. You will not be able to make any other outgoing payments from the account.
NatWest branch locator
Find your nearest branch using our branch locator.
You can find out more about inheritance tax on this gov.uk page.
We can help you during this difficult time by guiding you through the process of dealing with a bereavement within your business and giving you relevant support. Visit our business bereavement page for more information.
If there is no will, the closest next of kin needs to get in touch with us to discuss our late customer's estate. The order of the closest next of kin is:
- Husband, wife or civil partner
- Children, grandchildren or great-grandchildren aged over 18
- Parents
- Brothers or sisters
- Half-brothers or Half-sisters
- Grandparents
- Aunts or uncles
- Half aunts or half uncles.
We will need to see a Grant of Probate document before we can discuss the estate with you. To apply for Grant of Probate, visit the UK government website.
If you get an email from Adobe Sign asking you to complete and digitally sign our closures form, you can watch a video on how to do this.
Funeral invoice payment
You can use money from the deceased's account to help with funeral costs
If you send us the invoice on the funeral company’s headed paper, we’ll pay the funeral company directly. The fees will be paid in 3 to 5 working days.
Please note we are unable to make any reimbursement for a funeral invoice that has already been paid.
The invoice must include the following:
- Be on the funeral directors headed paper
- Name the deceased customer
- Be itemised
- Confirm the amount owed in GBP
- Confirm the BACS details for payment.
If any of the above information is missing, we won't to be able to make the payment and we will issue an "Unable to pay" message to the correspondent.
We can pay in full or part for the funeral invoice if there are enough funds in the account(s).
We're not able to cover deposits, estimates or additional expenses such as:
- Accommodation
- Any expenses before a funeral for example a family meal
- Fuel
- House clearance/cleaning
- Obituary/newspaper announcement
- Parking
- Supermarket receipts.
We're here to help
You can get in touch with our dedicated bereavements team via webchat. Webchat is available 8am - 6pm Monday to Friday.
If you'd like to ask us a question outside these times, you can chat to Cora, our digital chatbot, by clicking 'Chat to Cora' on the bottom right corner of the page.
Cora might ask you a few questions to make sure you get the right answer, and may bring in a colleague to help if necessary.
You can also call us on 0800 161 5903.
If you're outside the UK, please call 0044(0)1204 684 658.
Relay UK: 18001 0800 161 5903
Lines are open:
Monday to Friday 9am - 5pm
Independent bereavement support
We've compiled a shortlist of independent organisations who can provide further bereavement help and support.
Help with money management
MoneyHelper can help you learn how to deal with money after someone passes away, from paying for the funeral to looking after the paperwork and household bills.
Help with letting people know
Tell Us Once is a service that lets you report a death to most government organisations in one go, including HMRC, DVLA, the Passport office, and your local council (if applicable).
Help with funeral costs
Down to Earth is a charity that offers advice and help paying for a funeral to those on low incomes.
Help with arranging the funeral
National Association of Funeral Directors (NAFD) provide funeral advice and a funeral directory service to help you find local firms, endorsed by the NAFD.
Estate Administration Service
If our deceased customer registered for our Estate Administration Service, provided by Hugh James Solicitors, you can contact them on 02920 391019 or Relay UK on 18001 02920 391019. Lines are open 8am - 6pm (Mon-Fri).
With this service, you will be assigned a dedicated case manager to make sure the terms of the will are carried out appropriately.
Find out more about our Estate Administration Service
Have you got your affairs in order?
Would your family know your wishes if you fell ill or passed away? From your finances and funeral, to legal arrangements like wills and power of attorney, take a look at what to consider when planning for later life.
Glossary of terms
Administrator
The person/people appointed by a court to take charge of an estate when the deceased has not left a will or where the named executor is unwilling or unable to act.
Beneficiary
A person who has a legacy under the will or is entitled to inherit from the estate under the rules of intestacy.
Certificate of confirmation
A legal document issued by the Scottish court, which gives the executor or administrator authority to deal with the estate.
Required by the bank when safe custody is held or if already being applied for.
Codicil
An addition or amendment to a valid will.
Dormant/Inactive accounts
An account that has not been used for a certain amount of time and has been closed by the bank. The balance is transferred to a central account until the money is reclaimed by the customer.
Estate
The assets and commitments/liabilities of the deceased. Total value of everything, including property.
Executor (Exor)
The person/people named in the will who is/are responsible for dealing with the estate and making sure that it’s settled according to its terms.
Executor/Administrator Account
Type of account which can be opened by the person or people dealing with the Estate. It’s used to take in money due to the estate and eventually pay monies due to beneficiaries.
Funeral Invoice
Has the first claim on the Estate and will be paid ahead of all other debts.
Grant of Probate
A legal document issued by the court, which confirms the validity of the will and gives the Executors authority to deal with the Estate.
Required by the bank when safe custody is held or if already being applied for.
Grant of Letters of Administration (Letters of Admin)
A legal document issued by the Court, which gives the administrators authority to act when there is no will.
Required by the bank when safe custody is held or if already being applied for.
Grant of Representation
A general term for a document issued by the court authorising the executors or administrators to deal with the estate; either a grant of probate or Grant of letters of administration.
Indemnifying Letter
A letter prepared by the bank that allows them to release funds to an executor/next of kin when the total balances held are under £50, and grant of probate/letters of admin are not being applied for.
(Indemnity) Agreement to release funds without the need for a Grant of Representation
A document prepared by the bank that allows them to release funds to the executor/next of kin when grant of probate/Letters of admin are not being applied for.
It must be signed and witnessed (witness must be over 18 and not a family member).
Inheritance Tax (IHT)
Applies if the value of the estate is above £325,000. It’s only payable on the excess above this amount, and is charged at 40p in the pound. i.e. if the value of the estate is £375,000, Inheritance Tax will be charged at 40% of £50,000 = £20,000.
The bank can release funds and may lend money for this purpose.
If the customer has any further questions about inheritance tax, they will need to refer to their solicitor or the Probate Office.
Intestate/Intestacy
An estate where the deceased has not left a valid will.
Liabilities
Debts the deceased had such as overdrafts, bank loans and mortgages.
Power of Attorney (POA)
A legal document whereby a person appoints an attorney to act on his/her behalf. It could be that they have become either physically or mentally unable to look after their own affairs. This authority is cancelled at notification of death.
Probate
A formal procedure to prove that a document is the last will and testament of the deceased.
Proof of Death
We can accept the following – either an original document or a document certified as a true copy of the original, by one of our branches or a Firm of Solicitors registered by the Law Society.
Receiver/Deputy Accounts
A receiver/deputy account is opened when a person is no longer mentally capable of dealing with his or her own affairs.
A receiver/deputy is appointed by the Court of Protection to look after the financial affairs of the Donor.
Relationship Manager
Individuals who have responsibility for the day-to-day management of the relationship with their customers within their designated portfolio.
Renunciation
The formal act of resigning from a position. A Letter of Renunciation is provided if an executor does not want to act.
Representative
Executor or administrator.
Safe Custody
Items held by the Bank for safe keeping on behalf of the customer.
Safe custody – usually documents e.g. Wills, Share certificates, House deeds, Insurance policies etc.
Boxes and parcels – locked and sealed by the customer.
Securities
Items held by the bank to secure a large overdraft or borrowing e.g. House Deeds, Insurance Policies.
Trust and Estates (T&E)
A department that can help with the administration of the Estate if required or if a Bank Appointed Will is held.
Third Party Mandate (TPM)
A person or people previously authorised by the account holder to operate an account on their behalf. This authority is cancelled at notification of death.
Treasury Solicitor and Duchy of Cornwall / Lancaster
Any estate where there is no will and no next of kin which is above £500 is referred to the relevant office and if they can find no next of kin they get the proceeds of the estate.
TRD/UKOC Bonds (formerly known as TRO)
Treasury Reserve Deposits - usually over £50k. UK Operating Centre look after Bonds (large deposits). Have a Deal ID instead of an account number.
Will
Instructions previously made by the deceased regarding the disbursal of assets at death.