Mortgage support
Worried about paying your mortgage? We have various ways that we can help you.
Bereavement
By your side when it matters to help you deal with some of the practical and money related matters when someone has died.
What to do when someone dies
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There are a few immediate things that you will need to do:
- Get a medical certificate - Ask their GP or doctor to provide a medical certificate.
- Register the death - Take the medical certificate to the registrar of births, deaths and marriages. The process varies depending on whether the person died at home, overseas or in a hospital. There are also variations for different parts of the UK. The Government provides a helpful step-by-step guide to tell you exactly what you need to do and how quickly you need to do it.
- Get a death certificate - The registrar will provide you with the death certificate. You can also use a copy of the registrar’s record of death to help deal with money matters.
- Find the will - Find out whether they have left a will. It may contain details of their wishes regarding funeral arrangements to be made. If you don’t know where the will is, their accountant or solicitor should be able to help. The will explains what should happen to their estate and names an executor who will be responsible for dealing with their affairs.
- Arrange the funeral - You could appoint a funeral director to handle things on your behalf or contact the Cemeteries and Crematorium Department of your local council to make arrangements.
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If you don’t know where the will is, the accountant or solicitor should be able to help.
Wills always have at least one executor, whose details are written in the will. You'll need to tell them what's happened straight away, because there are things they'll need to do. A solicitor can help you with this.
If there's no will, an administrator needs to be appointed. This process works differently in the different nations of the UK. Look on the government's website for information about this.
It will help you deal with other companies if you have the following to hand:
- The will.
- National Insurance number.
- Bank, building society, savings accounts details and certificates, details of any stocks and shares.
- Details of state benefits.
- Insurance policy details (including car, health, home, life, etc).
- Property deeds, mortgage deeds or rental contracts.
- Details of any debts (including credit cards, store cards, loans, etc).
Are my payments still going to be made?
It is still important to notify providers that someone has died, even if bills are being paid or will continue to be paid. We can talk to you about this.
Once you’ve managed any priority payments, you can begin to consider other financial arrangements, such as mortgages, bank accounts and insurance policies.
If you are informing organisations by phone, it’s helpful to have account or reference numbers to hand before calling. Most will ask to see a death certificate and guide you through what to do next.
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If the account holder has money in their account, we can help you arrange payment for a funeral bill and other expenses.
Money in their account can be used for:
- Funeral costs
- Inheritance tax
- Probate or confirmation fees
- Repatriation
- Cost of Memorial or Headstone
Let us know if you would like us to help you with this.
- Funeral costs
Useful things to know
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If you are the next of kin, an executor of the will or the personal representative we will need proof of identity.
If you’re visiting the branch and you’re also a customer, 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. At least one will need your address on it.
- 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.
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Any of the following documents can be used;
- 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).
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Can I take money out of a joint account?
Yes - if you’re the joint account holder, you can keep using the account as normal. If anything changes with the account, we’ll always let you know.
What will happen to standing orders and direct debits?
If the account is only in the deceased’s name, we’ll stop all payments and send you a full list of what’s been cancelled, so you can contact them if you need to set any up again.
If the account is in joint names, we’ll keep all regular payments as they are. You’ll need to contact us if you want to stop any.
What will happen with mortgage accounts?
If the mortgage is held in joint names, the monthly payments will continue. If the person left on the account needs to change or discuss the monthly payments, speak to one of our Mortgage Advisers.
If the mortgage was just in the deceased’s name, we’ll cancel any direct debits paying the mortgage. Mortgage payments will remain due. However, we don’t expect you to make them for up to 18 months from the date the person died to allow you time to get probate.
You can find more information in the Bereavement guide.
What will happen with loan accounts?
If the loan was just in the deceased’s name and they have money in their other accounts, we’ll discuss your options when you get in touch.
If the loan was in joint names, the other person named on the loan needs to keep making the monthly repayments. If the loan is covered by insurance, we’ll let you know how to make a claim.
What will happen with credit cards?
Additional cardholders named on accounts won’t be able to use their cards anymore.
If the deceased person owed money on any credit cards, there are several options. Usually, we’ll use any other current or savings account balances they have with us to pay them off. If their cards are covered by repayment insurance, we’ll tell you how to make a claim. If neither of these apply, we’ll get in touch to discuss things further.
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Assets - Things someone owns, such as money, investments, property and possessions.
Beneficiary – A person or organisation that has been left something in a will or trust.
Estate - The assets (e.g., money, investments, property, personal possessions etc) left by a deceased person.
Executor - Someone who, named in a will, is responsible for managing the deceased estate.
Grant of probate - The official court document that confirms the executors' legal authority under a will to deal with an estate.
Grant of representation - Grant of probate or letters of administration confirming who has the legal authority to deal with an estate.
Intestate - The term used when the person has died without a will being made.
Letters of administration - This lets a named person deal with the deceased's estate if there isn't an executor.
Liabilities - Any debt the deceased has, or any costs an executor has to pay, while handling the estate.
Personal representatives - As a group, executors and administrators are called personal representatives.
Probate - The process through which the executors or administrators of a deceased person's estate get the court's permission to deal with it.
Trust – A trust allows assets to pass to someone while you are alive or under the terms of a will. Rather than being received outright, the assets are received with restrictions so can only be used in the way that has been prescribed.
Will - A witnessed written legal document setting out how a person wishes their estate to be distributed on death.
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Once we’ve received the death documentation, we will close the account. Any funds 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, a colleague from our Bereavement team will contact the representative to discuss.
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Citizens Advice
Visit: citizensadvice.org.uk (opens in a new window)
Grief Encounter
Visit: griefencounter.org.uk (opens in a new window)
Cruse Bereavement Care
Call: 0808 808 1677
Visit: cruse.org.uk (opens in a new window)
Probate England and Wales
Call: 0300 303 0648
Visit: gov.uk/applying-for-probate (opens in a new window)
Probate Scotland
Call: 0131 334 0380
Visit: mygov.scot/confirmation/ (opens in a new window)
The Bereavement Register
Call: 0207 089 6403
Visit: thebereavementregister.co.uk/ (opens in a new window)
Help with what to do after someone dies
Visit: gov.uk/after-a-death (opens in a new window)
Information on reporting a death, wills, probate, or inheritance tax
Visit: gov.uk/browse/births-deaths-marriages/death (opens in a new window)
Tell us Once
Visit: What to do after someone dies: Tell Us Once - GOV.UK (www.gov.uk) (opens in a new window)
Death Notification Service
Visit: https://www.deathnotificationservice.co.uk/ (opens in a new window)
Eligible deposits with us are protected by the Financial Services Compensation Scheme (FSCS). We are covered by the Financial Ombudsman Service (FOS).
Calls may be monitored or recorded to help us improve our quality of service.