Bereavement guide

What to do when someone dies

We want to support you through this time

Coping with the loss of a loved one is never easy. 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 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.  

Have you already used the Death Notification Service (DNS) to let us know about this death?
The Death Notification Service is a free service which allows you to notify a number of member organisations of a person's death, all at the same time.

You don't need to do anything right now

Thanks for using the DNS to let us know of our customer's passing.

If you have documents such as the death certificate and will ready to send to us, you can find out how to do this 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?
An executor is a legal representative who acts on behalf of the deceased customer's estate. They make sure all assets and requests are handled and distributed correctly. Viewing the will helps us know we are dealing with the correctly appointed person/people.

What we need from you

Click "Let us know" below to fill in our online notification form.
We'll need:
  • Your details.
  • The details of the person who has passed away.

Once you've let us know, we'll ask you to send us certain documents. It's okay if they aren't available right now, they can be sent to us when they are ready. For more information please visit our sending us documents page.

What we need from you

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

After you have submitted the details, 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 certain documents, but it's ok if they aren't available right now. They can be sent to us when they're ready.

Please complete the form with as much detail as you can. Mandatory fields are marked with an asterisk (*).

Already let us know?

We've recently 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.

Other ways to let us know

The other ways to notify us of a bereavement are listed below, click on each for more information. All are open to next of kin, executors and solicitors.

What happens 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 - 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. 

Relay UK: 18001 0800 161 5903

Lines are open:
Monday to Friday 9am - 5pm

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.

Is there anything else we can help you with?