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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.

Other Ways to Reach Us

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've already told us about the death and need to send some documents, follow the link to upload the necessary paperwork.

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

To help you manage things during this tough time, we'll be sending you a condolence letter. This letter will explain what steps you need to take next, what documents we might need from you, and when you can expect to hear back from us.

Documents

When handling the affairs of a deceased customer, there are certain documents we might ask for.

Closing the accounts

Before we can close the account or change the joint account name, we'll need to see some documents.

Stay in touch

Here's how we'll stay in touch and support you through the process.

Frequently asked questions

Helping You with Funeral Costs

We know that dealing with funeral costs can be overwhelming, and we're here to help. If the person who passed away had funds in their account, you can use that money to help cover  funeral costs.

We can pay the funeral company directly from the deceased's acount. The payment usually takes about 3 to 5 working days once we have everything we need. We can pay in full or part for the funeral invoice if there are enough funds in the account(s).

Important to Know 

We can't reimburse you for you any funeral bills that have already been paid. The payment must go straight to the funeral company. Once you have the invoice, you send it to us. Make sure to include the unique BER reference number we gave you. This will help us find the right account quickly.

We're here to help you during this difficult time

How to get in touch with the Bereavement Support Team

You can chat with us directly through our webchat. Available 8am-5pm Monday to Friday.

If you need assistance outside of these hours, you chat with Cora, our digital assistant. Just click the 'Chat to Cora' button at the bottom right corner of the webpage. Cora will ask you a few questions to make sure you get the right help and can connect you with a colleague if needed.

You can also call us on 0800 161 5904, lines are open 9am-5am Monday to Friday (exlcuding bank holidays) or  0044 (0) 1204 684 659 if your calling from outside the UK. Calls may be recorded. If you prefer to use Relay UK, dial 18001 0800 161 5904.

If it's easier, you can also visit any branch and we'll be happy to help. To find your nearest visit our branch locator tool.

More support for your needs

Losing a loved one is tough, we're here to make the banking side of things a bit easier.

If you need additional support due to health issues, financial concerns, or any other personal situation, let us know. We're ready to assist in any way we can. When you share your needs with us, we'll make a note in our system. This means you won't have to repeat yourself everytime you get in touch. 

 

Information Message

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

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Already our customer?

Using Banking My Way is simple. You just need to fill out our quick online form. Here's how you can do it:

  • Go to our Banking My Way webpage.
  • Fill in your details and tell us what support you need.
  • Submit the form, and we'll take it from there.

If your needs change

We get it, things can change. If you need to update or remove any information you've given us, it's easy to do. Just go back to the Banking My Way webpage and update your details.

Information Message

Not our customer?

Even if you're not a customer, we're still here for you. You can use our Banking My Way service to tell us what support you need, including language translation or audio CD statements.

If your needs change

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

Information Message

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Something held in safe custody?

If our deceased customer held something in our , it's important to collect it to avoid any issues. It might be a will or title deeds we're holding.

Please fill out our form to arrange collection from one of our local branches.

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Estate Administration Service

Our Estate Administration Service is here to help you manage the affairs of a loved one who passed away. We've partnered with Hugh James Solicitors to provide this service, ensuring you get the support you need during this challenging time.

When you use our service, you'll be assigned a dedicated case manager from Hugh James Solictors. They will guide you through the process, making sure that everything is handled smoothly and according to the wishes in the will.

If you're already registered for our Estate Administration Service, you can reach Hugh James Solicitors directly at:

  • Phone: 02920 391019
  • Relay UK: 18001 02920 391019

Their lines are open from 8am to 6pm, Monday to Friday.