Frequently Asked Questions

Q: What is the Death Notification Service?

A: The Death Notification Service is a free online notification service that allows a member of the public to notify participating banks, building society and institutions’ related brands, of the death of a family member, friend or care home resident.

Q:  Can I register a death certificate through this service?

A:  To register a death visit https://www.gov.uk/register-a-death

You may be able to use the Tell Us Once service to report a death to most government organisations in one go.

Q: Why is it being introduced?

A: Following the death of a friend or family member, it can be hard having the same conversation with multiple organisations and to repeat the same painful words time after time.

The online Death Notification Service has been created by the participating banks and building society to enable a member of the public to notify these firms, including their various brands, about the death of a family member in one go, allowing them to deal with the administration at the pace that suits them. This is an additional service to the notification and bereavement services already offered by institutions.

Q: How does it work?

A: The service is open to anyone who has recently suffered a bereavement and wishes to notify one or more of the participating organisations. The online form allows the individual to make one quick and straightforward notification that will then be used to contact all the relevant member organisations. Once the form has been completed, confirmation of receipt will be provided by the Death Notification Service and the relevant organisations notified. The notified organisations will update their records and advise the individual of the next steps. Notifiers can expect to receive communication from individual firms within 10 calendar days, including and allowing for postal times, from the date of the notification.

Q: Is my Bank or Building society a member of the service?

A: Details of the organisations who are part of the service can be found here.

Q: What if the deceased’s bank or building society is not a member of the Death Notification Service?

A: Individuals should contact that institution directly to register the person’s death, as they would do currently. A full list of participating firms is available on the homepage of the Death Notification Service for customers to check membership. Going forward, we would hope to see this service extended to other banks and building societies.

Q: Is this the same as the Tell us Once service?

A: No, the Death Notification Service is a free, system for financial organisations – it is a separate, independent service and is not linked to or is a replacement for Tell Us Once which is a service that lets you report a death to government organisations only. Further information of the government service can be found on https://www.gov.uk/after-a-death/organisations-you-need-to-contact-and-tell-us-once

Q: Who is the correct person to be completing this notification?

A: Anyone can complete the notification. If the notifier is representing the deceased in dealing with the estate, they will receive information with the next steps.

If they are not dealing with the broader estate, or are not entitled to any funds in the accounts, but are helping by informing of the death only, they will be sent correspondence to confirm the notification has been received. We do ask, where known, if the notifier is aware of who is dealing with the estate, then their details are recorded so they can be contacted directly and advised on next steps.

Q: What information will the notifier need to provide? Are you required to provide proof of death?

A: To use the service the notifier will need the following details of the person who died:

  • Full Name
  • Date of birth
  • Date of death
  • Last address
  • Death Certificate number (if known)

The following information is helpful so that the financial institutions can quickly confirm whether they hold open accounts for the deceased, but is not mandatory.

  • Account details for the organisation you want to notify these can include
    • Bank account number and sort code
    • Building Society account number
    • Confirmation that a credit card was held

The notifier will also be asked to provide details about themselves for identification purposes. The details asked for are:

  • Full Name
  • Address
  • Date of Birth

The notifier will not be required to provide proof of death to notify the financial organisation but they may be required to do so at a later date. The requirement to provide proof will be dependent on the Financial Institutions processes.

Q: Can details of the notification be updated at a later date?

A: If the notifier creates an account when they notify of a death they can log back into this account at a later date within the next three months and add additional accounts or notify additional institutions as they are made aware of them. They will not be able to update their own details or the details of the deceased following submission of the notification, but can make a notification of a separate death if required.

Q: How long will it be until the notifier is contacted with the next steps by the financial organisations notified?

A: The notifier will receive acknowledgement of the notification and an outline of next steps by the financial organisations within 10 calendar days from the date of the notification.

Q: Can this service tell the notifier how much was held in the accounts?

A: No, once notified each of the member organisations will be in touch with the notifier to advise of the next steps. For security purposes, the Death Notification Service support team do not have access to bank account information.

Q: Can the service be used to notify of somebody that is missing presumed dead?

A: No. If the individual is in the process of retrieving a declaration of presumed death, please contact the individual financial institutions directly to discuss.

Q: Can this notification be done in any way other than online?

A: The Death Notification Service is an online service that has been created to advise multiple organisations of a death. From a technical perspective, if an individual is experiencing difficulty when using the service they should contact the Service helpline on (local rate) 0333 2076574 where an advisor will be able to guide them through the notification service.

Q: What if an individual wishes to discuss a particularly time-sensitive issue relating to the deceased estate, do they still use this online notification service?

A: If the case is particularly time-sensitive (for example, if money or property needs to be released from the estate urgently), the notifier should discuss it with the deceased’s bank or building society directly before using the service.

Q: Are personal details kept securely and confidentially?

A: Yes, the Death Notification Service will hold all information provided to us in a secure manner in accordance with our Data Privacy Policy which can be found here. An individual’s details will only be passed to the organisations stated on the notifications and will be transferred by secure means.  An Experian check will be completed to confirm the notifier’s identity to protect them and the person they are notifying us of from fraud. Personal details will not be shared with any other organisations and will not be used for any marketing purposes. 

Q: What checks will financial organisations undertake to confirm the accuracy of the notification?

A: When a death is notified through the Death Notification Service, the service will validate the notification by undertaking checks of the information provided. The death of the customer will be checked against the General Records Office (GRO) database to confirm the death. Where a death cannot be validated against GRO Database, the notification will still be supplied to the relevant financial institution but further checks and validation may be undertaken by the financial institution.

The notifier details will be validated using an Experian check. This will confirm that the notifier is a genuine person and that created details have not been entered in an effort to undertake fraudulent activity. A Financial institution will be notified where a notifier fails an Experian check.

Q: Will the Experian check carried out affect the notifier’s credit rating?

A: No. We will only use the data to confirm the notifier’s identity and no credit check is carried out.

Q: What is meant by ‘Person dealing with the estate’?

A: A person dealing with the estate will usually be referred to as a Personal Representative, Executor or Administrator. A Personal Representative is the person who is legally entitled to administer the estate of the person who has died (referred to as ‘the deceased’). The term ‘personal representatives’, is used because it includes both Executors and Administrators. Sometimes this is not known immediately, it is not a requirement of the notification for this to be known at this time but it would be helpful information for the financial organisations at a later date.

If you wish to add details of the person dealing with the estate following the submission of the notification and you created an account, you can do this by telephoning the service helpline on 0333 2076574.

Q: Do you need to know if there is a will?

A: A Will is not required to complete the notification process. It may be helpful for firms to know whether there is a will or not as this may speed up their internal processes. If the person who has died has left a Will, the member organisations will be able to confirm the person or people named as executors who will be required to take legal responsibility for carrying out the instructions in the Will, and dealing with the money and property.

Q: What should I do if I realise I’ve made a mistake?

A: If a mistake has been made on the notification and it has been submitted for validation, please contact the financial institution directly as we are unable to edit any details about you, the deceased or the person looking after the estate at this time.

Q: What if I have an issue or don’t feel I have received the service I need?

A: You can contact the Death Notification Service on 0333 2076574 or email on complaints@deathnotificationservice.co.uk. In addition, you can contact the relevant banks or building society directly.

Q: What should I do if I have not been contacted within 10 days?

A: Please contact the financial institutions directly using the appropriate details below

Telephone Number

HSBC- UK Bereavement Support Team

0345 850 0088

Lines are open 8:30am to 6pm, Monday to Friday and Saturdays 9am to 2pm (excluding public holidays)

first direct Bereavement Support Team

0113 276 6669

The first direct Bereavement Support Team are available everyday (except Christmas Day) 8am-10pm Monday to Thursday, 8am-9pm Friday, 8am-7pm Saturday and 9am-10pm Sunday.

M&S Bank

0345 9000 900

Santander Bereaved Assist

0800 587 5870

Lines are open 8am to 7pm Monday to Friday and 9am to 2pm on Saturday.

Lloyds Bank

0800 015 0012

Halifax

0800 028 1057

Bank of Scotland

0800 056 0073

NatWest - Bereavement Services Team

0800 161 5903

open Mon to Fri 08:00 - 18:00, Sat 09:00 - 13:00

Barclays Bereavement Centre

0800 068 2238

option 2 opening times 9am-5pm weekdays

Nationwide - Bereavement Helpdesk

0800 464 3018

Lines are open: Mon to Fri 9am to 5pm, Sat 9am to 12pm

The Mortgage Works (TMW)

08000 30 40 60

UCB Home Loans Ltd

0800 464 3014

Useful Contacts


Cruse Bereavement Care

  • Cruse are able to provide help with understanding and coping with grief following the death of someone close. Visit https://www.cruse.org.uk/

The Money Advice Service

Citizens Advice Bureau

  • For help on practical and legal matters and contacts for counselling, help and support visit adviceguide.org.uk

Probate Registry

The General Register for Scotland

HM Revenue & Customs

  • For help with tax issues call 0300 200 3300 or visit: hmrc.gov.uk

Tell Us Once

  • Tell Us Once is a service that lets you report a death to most government organisations in one go. Visit Tell Us Once

The National Will Register