Bereavement support

Help and guidance for when someone dies. Losing a loved one can be a difficult and confusing time. Let us help you with money matters and someone to talk to should you need it.

What you need to do when someone dies

Things to do first

The first steps to take expandable section
- Get a medical certificate. This will be given to you by the hospital, GP or coroner. You’ll need this to register the death.
- Register the death. Take the medical certificate to your local Register Office within the first few days. You can check the Government website for a helpful step-by-step guide that explains what you need to do and when you need to do it.
- Get a death certificate. The registrar will provide you with the death certificate. It’s a good idea to get a few copies.
- Find their will. This will help with what you need to do next. It may have details about the funeral and will name the executor(s). If the bank is named as the executor call us on 0800 056 0171. Lines are open Monday to Friday 9am–5pm. Don’t worry if there is no will in place you can still get in touch.
- Arrange the funeral. You could use a funeral director or contact your local council to help with the arrangements.
What to do with the will expandable section

A will lets you know the wishes of the person who has died. If you can’t find the will, contact a solicitor or accountant and they will be able to help you.

An executor of a will is the person named to carry out their wishes. There should be at least one executor and you should let them know what’s happened as soon as possible.

If there’s no will, an administrator needs to be chosen. You can find out more about what to do on the government website, as it can vary across the UK.
What happens with bills and payments? expandable section

It’s important to tell providers when someone has died, so the right steps can be taken. We can help you with this if you need it.

You can use the Death Notification Service to let multiple banking providers know someone has died. It’s free to use. Tell Us Once will notify government organisations, such as HMRC.

Most providers will ask to see a copy of the death certificate and let you know what happens next.
Paying for the funeral expandable section

If there’s money in their account, we can pay this bill straightaway. So, you won’t need to worry about finding the money for this. Some other bills can also be paid, such as inheritance tax and probate or confirmation fees.

Let us know if you would like us to help you with this.

Handy things to know

If you come into branch expandable section
If you’re coming into branch and are the next of kin, an executor of the will or the personal representative, please bring with you proof of your identity. You can choose from the list below.

If you bank with us, please bring your debit card or one form of ID with you. If you don’t have an account with us, please bring two forms of ID.

Use any of the following documents for proof of identity:
- Valid passport (full and signed)
- Northern Ireland Electoral Identity Card
- UK valid photocard full or provisional driving licence
- EEA valid photocard driving licence
- Disabled driver pass
- HMRC assessment or statement
- Recent council tax bill
- Local council rent card or tenancy agreement
- Recent utility bill
How to register a death expandable section
When you formally register someone’s death, you can show any one of these documents at your local register’s office:
- UK or foreign death certificate
- Interim UK death certificate or coroners’ certificate
- Abbreviated extract of death (Scotland)
- Grant of representation
- Grant of probate (England, Wales, and Northern Ireland)
- Letters of administration (England, Wales, and Northern Ireland)
- Certificate/Grant of confirmation (Scotland)
What happens to their accounts expandable section
Joint accounts

If you’re the joint account holder, you can still access the account as normal. If anything changes, we’ll always let you know.

Standing orders and direct debits

If the account is only in the deceased’s name, we’ll cancel all payments and send you a list, just in case you need to set any up again using a different account.

If the account is in joint names, we’ll keep all regular payments as they are. Please contact us or let us know if you want to stop any.

Mortgage accounts

If a mortgage is in the deceased’s name only, we won't take any payments for three months after you've reported the death. However, interest will continue to be added to the mortgage, so you might want to arrange payments to avoid arrears.

If you wish to keep the property and continue paying the mortgage, talk to a mortgage adviser to discuss your options.

If the mortgage is held in joint names, the monthly payments will continue. If payments were made from an account belonging to the deceased, we might need some different payment details.

Find out more information on accounts and mortgages in our Bereavement guide (PDF, 2.85MB).

Investments

For guidance on what to do with their Share Dealing accounts follow the steps on our bereavement and investments page.

Loans

If a loan was in the deceased’s name only and there’s money in their other accounts, we’ll talk you through the repayment options when you get in touch.

If a loan is in joint names, the surviving account holder will need to continue with their monthly repayments.

If the loan is covered by insurance, we’ll let you know how to make a claim.

Credit cards

Additional cardholders named on accounts won’t be able to use their credit cards anymore.

If the deceased person owed money on any credit cards, there are some options available:
- Money in their current or savings accounts they hold with us can be used to pay the balance.
- If credit cards are covered by payment insurance, we’ll help you make a claim.
If neither of these options work for you, we’ll help you find another way.

When the credit cards are repaid, we’ll close the account.

Find out more information on loans and credit cards in our Bereavement guide (PDF, 2.85MB).
Legal words and phrases explained expandable section

Assets
Belongings that have a financial value, including money, investments, property and their possessions.

Beneficiary
A person or an organisation who’s been left something in a will or trust.

Confirmation
In Scotland the probate is called confirmation.

Current valuation
A document which confirms the value of the remaining cash and/or stock held within the person’s account at the time of death.

Distribution of assets
This is the process of selling assets held within a share dealing account as instructed by the named executor of the account.

Estate
All of the person’s assets, usually detailed in their will.

Executor
The person, named in a will, who carries out the wishes of a person who’s died.

Grant of representation
A legal document that outlines who can deal with the estate left by the person who has died.

Grant of Probate
The legal court document that confirms the executors' authority to deal with an estate. If there’s a will, you’ll need to get a Grant of Probate from the Probate Registry.

If the estate is held in joint names and passes automatically to the surviving owner (as is often the case with married couples), you may not need to apply for probate.

Intestate
A term used when someone dies without leaving a will.

Letters of Administration
If there is no executor named in a will, then this lets a named person deal with the estate.

Liabilities
This covers any debt left when someone dies, and costs involved with settling an estate.

Personal representatives
The executors and administrators are called personal representatives as a group.

Probate
The process to get permission from the court to deal with the deceased person’s estate.

Trade
A deal to buy or sell an investment such as shares

Trust
This is when money or property is held for someone under restrictions, such as until they reach a certain age. A trust can also allow assets to pass to someone else before they die.

Will
A legal document drawn up and witnessed during the person’s lifetime that outlines who receives a share of any assets when they die.
What will happen next expandable section

Once we’ve received the relevant documentation, we will close the account. Any money held in the account will be transferred to the legal representative or executor. We will usually be in contact within 5 working days.

We will make funds available if the representative needs to pay probate fees, funeral expenses or inheritance tax. If anything else is needed, someone from our Bereavement team will be in touch.
Useful contacts expandable section

Citizens Advice

Visit: citizensadvice.org.uk

Grief Encounter

Visit: griefencounter.org.uk

Cruse Bereavement Care

Call: 0808 808 1677

Visit: cruse.org.uk

Probate England and Wales

Call: 0300 303 0648

Visit: gov.uk/wills-probate-inheritance

Probate Scotland

Call: 0131 334 0380

Visit: mygov.scot/confirmation/

The Bereavement Register

Call: 0207 089 6403

Visit: thebereavementregister.co.uk/

Help with what to do after someone dies

Visit: gov.uk/after-a-death

Information on reporting a death, wills, probate, or inheritance tax

Visit: gov.uk/browse/births-deaths-marriages/death

Tell us Once

Visit: What to do after someone dies: Tell Us Once - GOV.UK (www.gov.uk)

Death Notification Service

Visit: https://www.deathnotificationservice.co.uk/

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