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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.

Tell us about a bereavement

For more information about how we will use the personal data you provide, please see our Privacy Notice.  

Already used the Death Notification Service (DNS) to let us know about this death?
The Death Notification Service is a free service. It lets you tell all the member organisations of a person's death, at the same time.

You don't need to do anything right now

Thanks for using the Death Notification Service to let us know of our customer's passing.

Do you have a death certificate and a will?

If so, find out how to send them to us on our "Send us documents" page.

We'll be in touch soon to let you know the next steps. 

Are you the closest next of kin, executor or solicitor (lawyer)?
An executor is someone who makes sure that things are done according to a deceased person's will. This is usually the person named in the will. It could also be a solicitor (lawyer).

What we need from you

Please fill in our online form.
 
We'll need:
  • Your details.
  • The details of the person who has passed away.

After you've let us know, we'll ask you to send us some documents. It's okay if you don't have them right now, you can send them to us later. To find out how to do this, please visit our sending us documents page.

What we need from you

Please fill in our online form.
 
We'll need
  • Your details.
  • Details of the person who has passed away.

After you've completed the form, please speak to the closest next of kin or executor and ask them to contact us as soon as they can. We can only close the deceased customer's estate after speaking with them.

We'll also ask for some documents, but it's ok if you don't have them right now. You can send them to us later.

Information you must complete are marked with an asterisk (*), please give as much detail as you can.

What we need from you

Please fill in our online form.

We'll need

  • Your details.
  • Details of the person who has passed away.

After you've completed the form, please speak to the closet next of kin or executor and ask them to contact us as soon as they can. We can only close the deceased customer's estate after speaking with them.

How do I know if I'm the closest next of kin?

Find out if I'm the closet next of kin.

We'll also ask for some documents, but it's ok if you don't have them right now. You can send them to us later.

Information you must complete are marked with an asterisk (*), please give as much detail as you can.

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.

Already let us know?

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

Our customer's accounts

We'll protect any sole accounts and update any joint accounts.

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.

Closing the accounts

We need to see some documents before we close the sole account or change the joint account name.

Stay in touch

We'll contact you with more information and next steps once you notify us.

Frequently asked questions

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.

We're here to help

You can get in touch with our dedicated bereavements team via webchat. Webchat is available 8am - 5pm 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 (excluding bank holidays).

More support for your needs

Coping with the loss of a loved one is difficult, and we're here to make the banking easier for you.

 

Do you need extra help due to health conditions, money concerns or any other personal circumstances?

 

If so, we can help. Please let us know if you need extra help. This helps our team understand your needs and give you the right support.

We'll share your information in our systems, so you won't need to repeat these requirements every time you contact us.

Information Message

For more information about how we will use the personal data you provide, please see our Privacy Notice.  

Woman in kitchen

Already our customer?

We want to support you through the process. You can use our free Banking My Way service to tell us more about yourself and the support you need.

If your needs change, that’s OK…

You can access Banking My Way at any time to update or remove any information you've give before.

Information Message

Not our customer?

We’re here for you, even though you’re not our customer. Need language translation or audio CD statements? Just complete our quick, online form to tell us what support you need.

If your needs change, that’s OK…

It’s easy to get in touch with our bereavement team to change, or remove, any info you’ve given us.

Information Message

Pot full of pens

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

Checklist and pen

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.