We are committed to act on instructions concerning a deceased‘s account from a person named in a grant of probate or letters of administration within 14 days of receiving the necessary information.
Before probate or letters of administration have been granted, we can provide more limited assistance if we receive a copy of the death certificate, and a request from a person who meets one of the following descriptions:
- is identified as a next of kin in the death certificate (or another official document acceptable to us)
- is authorised by a will
- has applied for letters of administration.
We will (within 14 days) provide that person access to information about the deceased’s account (including information about direct debits, other recurring payments, and relevant ongoing fees), and/or receive a payment towards a debt owed to us by the deceased.
Where the customer had any direct debits or other recurring payments, we will provide assistance in managing the customer’s direct debits and recurring payments, in line with the Banking Code of Practice.
In particular, if we are asked to cancel any direct debit request affecting the customer's account, we will promptly process this. However, the service providers that are receiving the direct debits or recurring payments must also be contacted and asked to cancel their services.
Our service fee
Once we receive notice of a customer’s death, we will:
- identify any fees that are for products and services that can no longer be provided, or will not be provided, to the deceased’s estate;
- stop charging those fees;
- if any such fees have already been charged since the customer’s death, refund those fees; and
- act on instructions concerning a deceased’s account from a person named in a grant of probate or letters of administration within 14 days of receiving the necessary information.