Frequently Asked Questions

About

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 organisations, of the death of a family member, friend or care home resident.

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 Equiniti to support the participating organisations 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 these organisations.

Q: How does it work?

A: The service is available to anyone who has recently suffered a bereavement and wishes to notify one or more of the participating organisations so that they can update their records. The online form allows the individual to make one quick and straightforward notification that will then be used to contact all the selected 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 then update their records and advise the individual of the next steps. Notifiers can expect to receive communication from individual firms within 10 working days, including and allowing for postal times, from the date of the notification.


If you wish to make a notification through the service over the phone then please call our helpline on 0333 2076574 (local rate) and one of our representatives will be happy to help.


*Email confirmation from the Death Notification Service will only be sent to notifiers that have created an account.

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

A:  No. 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: Is this the same as the Tell us Once service?

A: No, the Death Notification Service is a service that allows you to tell private sector organisations such as banks of a death, – it is a separate, independent service and is not linked to or a replacement for Tell Us Once which is a service that lets you report a death to government organisations only. This service should be used in conjunction with Tell Us Once. 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

Who Can I Notify

Q: Which organisations can I notify by using your service?

A: Details of the organisations who are part of the service can be found here. When you notify an organisation, they will update their records for all products they identify as being held by the deceased.

Q: What if the company that I am looking for is not a member of the Death Notification Service?

A: Individuals should contact that organisation directly to register the person’s death, as they would do currently. Going forward, we would hope to see this service extended to other financial institutions as well as other industry sectors.

Using the service

Q: Is there a charge for using the service?

A: No the service is free to anyone making a notification.

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. The service is open not just to individuals and can be used by third party organisations such as Solicitors, Care Homes, Local Authorities etc.


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* Email confirmation that the notification has been received by the Death Notification will only be sent to the notifier if they have created an account.

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

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 (we do not ask for the credit card number or details)

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 selected organisations but they may be required to do so at a later date. The requirement to provide proof will be dependent on each individual organisations bereavement processes.

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

A: Yes, if the notifier has created an account when they submit a notification they can log back into this account at any time within the next 90 days and add additional accounts or notify additional institutions as they become aware that they need to contact 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. Once you have made your changes, they will need to be re-submitted from the “Notification Review” page.

(Please note that the ability to add additional accounts or notify additional institutions maybe disabled for up to 2 working days following submission whilst we carry out security checks)

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

A: The notifier will receive acknowledgement of the notification and an outline of next steps from the organisations they have selected within 10 working days from the date of the notification. Next steps may include providing a copy of the death certificates to each of the organisations that have been notified depending on their individual bereavement processes.

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 member organisations 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. If an individual is experiencing difficulty when using the service online they can contact our dedicated Death Notification Service helpline on 0333 2076574 (local rate) where a trained bereavement representative will be able to guide them through the notification service and answer any questions.

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 or you believe that there is a risk to the assets within the estate), the notifier should discuss it with the relevant organisation directly before using the service.

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 relevant 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 dedicated Death Notification Service helpline on 0333 2076574 (local rate).

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 organisations 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 estate.

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 relevant organisation 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 (local rate) or email on comments@deathnotificationservice.co.uk. In addition, you can contact the relevant member organisations directly.

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

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

Institution

Telephone Number

Bank of Scotland

0800 056 0073

Barclays Bereavement Centre

0800 068 2238

Option 2, Lines are open 9am-5pm Monday to Friday

CitiBank

Citi client, please dial 0800 00 55 00
(International +44 20 7500 5500)

Citigold client, please dial 0800 00 56 00
(International +44 20 7500 5600)

first direct Bereavement Support Team

0113 276 6669

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

Halifax

0800 028 1057

HSBC- UK Bereavement Support Team

0345 850 0088

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

Idem Servicing

Secured loans: 0345 196 0490

Unsecured loans: 0345 196 0495

Leeds Building Society

NB. this does NOT include Leeds Permanent Building Society accounts.

03450 50 50 75

Lines are open 8am-6pm Monday to Friday:  9am-5pm Saturday

Lloyds Bank

0800 015 0012

Marcus by Goldman Sachs Support Team

0800 085 6789

Lines are open 8am-8pm; Monday to Friday (excluding Bank Holidays)

M&S Bank

0345 9000 900

MBNA

0800 028 0691

Moorgate Loan Servicing

Secured loans: 0345 234 1050

Unsecured loans: 0345 234 1041

The Mortgage Works (TMW)

08000 30 40 60

Nationwide - Bereavement Helpdesk

0800 464 3018

Lines are open: 9am-5pm Monday to Friday, 9am-12pm Saturday

NatWest - Bereavement Services Team

0800 161 5903
(International +44 1204 684658)

Lines are open 8am-6pm Monday to Friday, 9am-1pm Saturday

Paragon

Mortgages: 0345 849 4050

Motor finance: 0345 149 7770

Personal finance (secured): 0345 147 9303
Personal finance (unsecured): 0345 147 9304

RBS

0800 161 5904
(International +44 1204 684659)

Lines are open 8am-6pm Monday to Friday, 9am-1pm Saturday

Rothesay

https://www.rothesay.com/contact/

Saga Savings by Goldman Sachs Support Team

0800 028 1701

Lines are open 8am-8pm; Monday to Friday (excluding Bank Holidays)

Santander Bereaved Assist

0800 587 5870

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

UCB Home Loans Ltd

0800 464 3014

Security, ID&V and how we use your data

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 member 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 organisations but further checks and validation may be undertaken by them.


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. All member organisations 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.