Bereavement

10 things to consider

Here we’ve provided a list of the main things you need to do and have when someone dies. For more information we also have a bereavement guide that offers practical advice and support. Where terms are in bold, this is explained in the bereavement definitions and terms section below.

1. Registering the death

This should be done at the registry office closest to where the death occurred, where possible. The registry office will issue you with the death certificate.

2. Dealing with the estate

The will states the wishes of the deceased and usually names one or more executors. An executor is a person who is responsible for carrying out their wishes.

If you can’t find the will, the deceased’s solicitor, bank or financial adviser might have a copy.

If there’s no will, the deceased’s estate is distributed according to intestacy rules. These rules determine how the estate is shared.

3. Planning a funeral

We understand it might be difficult to pay for the funeral. Check whether the deceased had insurance to cover the costs. If not, for sole trader accounts we can release any money in the accounts to help with the costs.

We’ll need the funeral director or florist invoices, confirming the deposit or final amount due, and the original copy of the death certificate. You can bring these into a branch or send them to our Bereavement Centre:
Santander Bereavement Operations, Sunderland, SR43 4FJ.

Once we get this, it can take up to 5 days for us to pay the invoice.

We’ll then send a cheque or transfer directly to the funeral director and/or florist as instructed. If you post the invoices to us and give permission, we can make a payment direct to the funeral director’s or florist’s account. To do this, make sure the account details are on the funeral director’s or florist’s invoice.

Please note, we can only release funds at this stage to pay for the funeral director's or florist's bills. It won’t cover any other expenses.

4. Contacting the relevant people

Some organisations might need to know about your loss. For example:

• Banks
• Building societies
• National Savings and Investments
• Utility companies
• The Department for Work and Pensions.

There are some of the deceased's legal documents that will need to be returned. For example, passports, driving licences and benefit books. You can contact these organisations by phone, and they’ll tell you if they need any documents, or if they have their own process to follow.

The deceased might have had accounts with multiple banks and building societies. You can use the Death Notification Service to tell a number of banks at once. You can find more information about this in the ‘useful contacts’ section, or in our bereavement guide.

Once we’ve received proof of death, we may stop Direct Debits and standing orders. We may also stop any cheques being paid in and the chequebook will be cancelled.

If the customer had any ongoing payments or recurring card transactions, they might still be taken from the account while it remains open. To avoid this, you could:

• change the payment directly with the provider
• cancel the subscription or agreement with them.

5. Letting us know

If the deceased was a Santander customer, please tell us as soon as possible. You can:

• complete the online form
• notify us using the Death Notification Service
• call our bereavement team on 0800 587 5870
• send a letter to: Santander Bereavement Operations, Sunderland, SR43 4FJ
• visit one of our branches.

You’ll need some documents so that we can close or transfer ownership of any accounts:

• the original death certificate
• your passport or driving license
• If you’re sending them in the post, you can send us a copy.

If you’re coming into a branch, you’ll be asked to sign a personal indemnity form. This confirms you’re allowed to give us instructions on behalf of the deceased. You can get one of these forms from any of our branches.

If the total value of all accounts held with us in the sole name of the deceased is more than £50,000, you’ll need a bereavement instruction form (for postal notifications only) and a grant of representation.

Depending on the business type, we may ask for other documentation. We’ll let you know if this is the case.

We’ll usually only need to see the Grant of Probate or equivalent document if the value of the accounts is £50,000 or more. This document may not be immediately available to you, but we’ll need to see the original or a certified copy when you have access to it.

6. Getting a grant of probate or confirmation

'Probate' or 'confirmation' refers to the right to manage the affairs of the deceased. For Santander, this is required when the total value of all accounts held with us in the sole name of the deceased is more than £50,000.

In England, Wales and Northern Ireland, if there's a will, you'll need to apply for a 'grant of probate'

If there's no will, you'll need to apply for a 'grant of letters of administration'

In Scotland, both of the above are referred to as a 'certificate of confirmation'

We refer to these as the 'grant of representation’, a generic term that covers all of the above.

Our specialist bereavement team is on hand to help you with all of this. You can call them on 0800 587 5870

7. Obtaining a will

The estate is shared out according to the instructions given in the will. If there’s no will, the intestacy rules are followed.

If you’re the personal representative, you can deal with the estate by yourself or appoint a professional. A solicitor, bank or specialist probate service can do some or all of the work.

You’re classed as the personal representative if you’re named in the will as the executor. If there’s no will, you’re the next of kin in accordance with the intestacy rules.

If probate is required, or if the deceased person owned a home, the process might take a while to sort.

8. Dealing with money troubles

Some people might face money troubles following the death of a loved one.

To find information on how Santander and others might be able to help you, visit our money worries page.

9. ISA & subscriptions

We can’t accept funds into an ISA after a customer has died. If subscriptions were paid into an ISA after the date the customer died, these funds will be removed from the ISA into another account in the customer's name. Where no account is held, a new savings account will be opened in their name.

Additional permitted subscriptions allow a surviving spouse or civil partner to receive an inherited ISA allowance

10. Investments

When someone dies and they have certain investment types, there are two options. You can either transfer these into someone else’s name or encash them.

There are different risks to consider when deciding your approach. In order to make the best choice for you please visit our investment site before making a decision. If you’re not sure about your next steps, you should speak to an independent financial adviser.

Practical and emotional support

There are many organisations that can help if you've been bereaved. You can find both practical and emotional support, information and guidance.

We've compiled a list of some of them here. They aren’t affiliated to Santander.

Practical support

Tell Us Once
Bereavement Register (to help reduce direct mail being sent to the address of a person who has died)
Government service and advice
Department for Work and Pensions
Foreign, Commonwealth & Development Office
Citizens Advice Bureau
HM Revenue & Customs (HMRC)
Government Direct (free legal advice on a wide range of topics including what to do if a will has not been made)
Lost Accounts
The General Register Office (England and Wales) PO Box 2, Southport, PR8 2JD
The General Register Office (Scotland) New Register House, 3 West Register Street, Edinburgh EH1 3YT
Probate Registry (for application for powers to process the Will in England and Wales)
Companies House

Death Notification Service

• Allows you to notify a number of participating banks and building societies at the same time.
• Is online and free to use.
• Is an additional service to the notification and bereavement services already offered by banks and building societies.

How does it work?

• This service is notification only. Once the form has been completed, confirmation of receipt will be provided by the Death Notification Service. The relevant banks or building societies are then notified.
• The banks or building societies will then contact the person dealing with the estate to inform on the next steps. They will be specific to the types of accounts the deceased held with that bank or building society. They will provide key information on what is needed to close the accounts.
• For more information, such as participating banks and building societies, or to use the service, visit the website Death Notification Service

Emotional support

Age UK
Cruse Bereavement Care
The Samaritans
Child Bereavement Charity

Santander contacts

You can find specific information on Santander products and useful contacts in our Bereavement Guide (PDF - 90 KB)

Santander Shares: 0371 384 2000
Santander Home Insurance: 0800 085 1351
Santander Life Insurance:
(policy started pre 01/07/2011) 0800 141 3430
(policy started post 01/07/2011) 0345 741 3002

To help and support you deal with this matter, we will need you to provide us with some information.

Bereavement guide (PDF - 90 KB)
Practical advice and support on what to do when someone dies.
Bereavement instruction form (telephone) (PDF - 1.19 MB)
For telephone notifications only.
Bereavement instruction form (post) (PDF - 97 KB)
For postal notifications and solicitor use.
Customer ID requirements
For telephone and postal notifications, you'll need to send us one item of ID from list 1.