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Bereavement guide
What to do when someone dies
We want to support you through this time
Coping with the loss of a loved one is never easy. We're here to take care of the banking details so you can focus on what matters most. The quickest and easiest way to let us know is by completing our online form.
Already let us know?
We've recently changed how you can notify us of a death online.
If you notified us of a death before 20th November 2023, you will have registered through our portal "Just Click & Notify". You can access this here via Click & Notify.
If you notified us after 20th November 2023, you will have simply filled out the form above. If you need to send some documents, you can do this by following the "send documents" button just below.
Other ways to let us know
The other ways to notify us of a bereavement are listed below, click on each for more information. All are open to next of kin, executors and solicitors.
Speak to us via webchat. We'll take the information we need and help you find the best way to send us documentation.
Webchat is available Monday to Friday 9am to 5pm.
You can call and speak directly to one of our bereavement advisors on 0800 161 5904.
Relay UK users, please dial 18001 0800 161 5904.
Lines are open 9am-5pm Monday to Friday (excluding bank holidays).
You can notify us by going into a branch. We can take any documentation we need from you directly in branch.
Before you visit, you should look at our documentation list to see what we might need.
What happens once you notify us
Our deceased customer’s account
Joint account
We’ll rename the account to your name only and you can continue to use it as normal. If you had a joint overdraft or other lending, this’ll be reviewed to check it still works for you.
If our late customer was the primary card holder of a credit card, the additional card holders will be unable to use their cards.
If our customer had joint accounts and the remaining customer is registered for text alerts, they may receive a text message advising of a change of address a few days after notifying us. This is because we're updating our records and there's nothing you need to do if this happens.
Information Message
Sole account
We’ll freeze any accounts that are in our deceased customer’s name only. This is a good time to contact any utility providers and let them know that their bills won’t be paid from this account anymore.
If the account is only under your loved one’s name, we’ll stop any further communications to that account. It takes a short time to arrange this, so you might receive letters addressed to them in the meantime.
Information Message
What happens with the account next?
We’ll give you a personal reference number starting with 'BER'. Keep a note of this so our team can quickly answer any queries you might have.
We'll contact you with more information and next steps.
The process
Settling your loved one’s estate can be difficult but we’re here to help make it as easy as possible for you.
- After we’ve frozen their account, we might need some extra documents so we can close the account and transfer any remaining balance.
- We’ll let you know by letter what the next steps are after you've notified us.
- Once we let you know what documents are needed, please send us them as soon as possible. We aim to provide a response within 10 working days from receiving your documents.
- If you gave us your email address when letting us know about the death, you may get an email from AdobeSign. Please fill in the form, digitally sign it and submit it back to us.
Documents required
Below is a list of documents we might need to see. Once you've notified us, send us any of these documents that you already have. We'll then let you know by letter if we need any others. Visit our sending us documents page for more information.
If the death certificate is from outside the UK or is not in the English language, please visit our support centre for more information.
If you're not a customer with us, we may need to see photo ID and proof of address.
- Death certificate
- Will
- Grant of representation (England & Wales)
- Certificate of Confirmation (Scotland)
- Account closure form (PDF 157KB)
How we close the account
Once you've notified us, we'll need you to complete an account closure form, which will allow us to close the account and transfer any funds. This form should be signed by all the executors or next of kin.
You can find the Account Closure Form, and more information on how to send us documents, in our support centre page.
If you gave us your email address when letting us know about the death, you may get an email from AdobeSign. Please fill in the form, digitally sign it and submit it back to us.
How we'll stay in touch
Letters
You'll receive a letter as we progress your notification.
If we need more documentation from you, we'll write to you to let you know. The letter will let you know how you can send this to us.
Information Message
Texts
If there are joint accounts and you're registered for text alerts, the remaining joint party may receive a text message advising of a change of address a few days after notifying us. This is because we're updating our records and there's nothing you need to do if this happens.
If we have your mobile number, you may get a text from us when we make a payment from the estate.
Information Message
Emails
If we have your email address, you may get an email from from us when we make a payment from the estate.
You might get an email from AdobeSign asking you to fill in our closure form, digitally sign and submit it back to us.
Information Message
Frequently asked questions
We want to support you through this time. If you are an existing customer our service Banking My Way allows you to record information about the support or adjustments you need to make banking easier.
You can let us know of any additional support you may need to ensure all our colleagues are aware of this. The information will be shared on our internal systems and therefore you will not need to repeat these requirements every time you interact with us.
You can find out more about the service and how to register via the Banking My Way information pages on our website.
We will need to see the original death certificate supplied by the local authorities in the country where the person died. If the death certificate is in a language other than English we will need a certified translation.
You can find more information about what to do when someone passes away outside of the UK in our support centre.
An executor account is an account which allows the executor(s) to gather payments due to the deceased's estate before being distributed to the beneficiaries, such as the proceeds from the sale of a house.
To open an executor account, you will need to have a Grant of Representation (England or Wales) or Certificate of Confirmation (Scotland).
What steps do I need to take to open an executor account?
Firstly, you will need to open an everyday bank account. You can do this online. To apply, you need to be 18+ and a UK resident.
Once the account is open you can complete an executor(s)/administrator(s) account mandate form (PDF 114KB) in order to change the account to an executor account.
If there are additional administrators, they need to be added to the account. You can do this via our website, or by completing an add a new party to an executor account form (PDF 2.1MB) and take this in to your local branch. Any additional party needs to be named in the grant of representation.
Once completed, take these forms into your local branch with the deceased’s will, death certificate or grant of representation (England or Wales) or confirmation (Scotland)
If you do not have a grant of representation (England or Wales) or confirmation (Scotland), the executor account can still be opened, however, you will only be able to pay out the final funeral invoice and receive payments. You will not be able to make any other outgoing payments from the account.
The Royal Bank of Scotland branch locator
Find your nearest branch using our branch locator
You can find out more about inheritance tax on this gov.uk page.
We can help you during this difficult time by guiding you through the process of dealing with a bereavement within your business and giving you relevant support. Visit our business bereavement page for more information.
If there is no will, the closest next of kin needs to get in touch with us to discuss our late customer's estate. The order of the closest next of kin is:
- Husband, wife or civil partner
- Children, grandchildren or great-grandchildren aged over 16
- Parents
- Brothers or sisters
- Aunts or uncles
- Grandparents
- Great aunts or great uncles
We will need to see a Grant of Probate document before we can discuss the estate with you. To apply for Grant of Probate, visit the UK government website.
If you get an email from AdobeSign asking you to complete and digitally sign our closures form, you can watch a video on how to do this.
Funeral invoice payment
You can use money from the deceased’s account to help with funeral costs
If you send or upload the final invoice on the funeral company’s headed paper, we’ll pay the funeral company directly. The fees will be paid in 3 to 5 working days.
Please note we are unable to make any reimbursement for a funeral invoice that has already been paid.
The invoice must include the following:
- Be on the funeral directors headed paper
- Name the deceased customer
- Be itemised
- Confirm the amount owed in GBP
- Confirm the BACS details for payment
If any of the above information is missing, we won't to be able to make the payment and we will issue an "Unable to pay" message to the correspondent.
We can pay in full or part for the funeral invoice if there are enough funds in the account(s).
We're not able to cover deposits, estimates or additional expenses such as:
- Deposit on estimated funeral invoice
- Wake invoice
- Transporting the body from one country to the other
- Interment of ashes/burial fees/church fees
- Order service
- Obituary/newspaper announcement
- Grant of probate
- Death certificate fees
- Florist
- Supermarket receipts
- Accommodation
- Fuel
- Parking
- Any expenses before a funeral for example a family meal
- House clearance/cleaning
- Employment Tax
- Council Tax
- Utility bills
- An estimated funeral invoice
- Professional fees (Solicitor fees/Deputyship fees)
- Care Fees - Private or council
We're here to help
You can get in touch with our dedicated bereavements team via webchat. Webchat is available 9am-5pm Monday to Friday.
If you'd like to ask us a question outside these times, you can chat to Cora, our digital chatbot, by clicking 'Chat to Cora' on the bottom right corner of the page.
Cora might ask you a few questions to make sure you get the right answer, and may bring in a colleague to help if necessary.
You can also call us on 0800 161 5904.
Relay UK: 18001 0800 161 5904
Lines are open:
Monday to Friday 9am - 5pm
Independent bereavement support
We've compiled a shortlist of independent organisations who can provide further bereavement help and support.
Help with money management
MoneyHelper can help you learn how to deal with money after someone passes away, from paying for the funeral to looking after the paperwork and household bills.
Help with getting through
Facing Bereavement can help with expert guidance when dealing with the loss of a loved one.
Help with letting people know
Tell Us Once is a service that lets you report a death to most government organisations in one go, including HMRC, DVLA, the Passport office, and your local council (if applicable).
Help with funeral costs
Down to Earth is a charity that offers advice and help paying for a funeral to those on low incomes.
Help with arranging the funeral
National Association of Funeral Directors (NAFD) provide funeral advice and a funeral directory service to help you find local firms, endorsed by the NAFD.
Estate administration
If our deceased customer registered for our Estate Administration Service, provided by Hugh James Solicitors, you can contact them on 02920 391019 or Relay UK on 18001 02920 391019. Lines are open 8am - 6pm (Mon-Fri).
With this service, you will be assigned a dedicated case manager to make sure the terms of the will are carried out appropriately.
Find out more about our Estate Administration Service.
Glossary of terms
Administrator
The person/people appointed by a court to take charge of an estate when the deceased has not left a will or where the named executor is unwilling or unable to act.
Beneficiary
A person who has a legacy under the will or is entitled to inherit from the estate under the rules of intestacy.
Certificate of confirmation
A legal document issued by the Scottish court, which gives the executor or administrator authority to deal with the estate.
Required by the bank when the total balances held are over £50K or safe custody is held or if already being applied for.
Codicil
An addition or amendment to a valid will.
Dormant/Inactive accounts
An account that has not been used for a certain amount of time and has been closed by the bank. The balance is transferred to a central account until the money is reclaimed by the customer.
Estate
The assets and commitments/liabilities of the deceased. Total value of everything, including property.
Executor (Exor)
The person/people named in the will who is/are responsible for dealing with the estate and making sure that it’s settled according to its terms.
Executor/Administrator Account
Type of account which can be opened by the person or people dealing with the Estate. It’s used to take in money due to the estate and eventually pay monies due to beneficiaries.
Funeral Invoice
Has the first claim on the Estate and will be paid ahead of all other debts.
Grant of Probate
A legal document issued by the court, which confirms the validity of the will and gives the Executors authority to deal with the Estate.
Required by the bank when the total balances held are over £50K or safe custody is held or if already being applied for.
Grant of Letters of Administration (Letters of Admin)
A legal document issued by the Court, which gives the administrators authority to act when there is no will.
Required by the bank when the total balances held are over £50K or safe custody is held or if already being applied for.
Grant of Representation
A general term for a document issued by the court authorising the executors or administrators to deal with the estate; either a grant of probate or Grant of letters of administration.
Indemnifying Letter
A letter prepared by the bank that allows them to release funds to an executor/next of kin when the total balances held are under £50, and grant of probate/letters of admin are not being applied for.
(Indemnity) Agreement to release funds without the need for a Grant of Representation
A document prepared by the bank that allows them to release funds to the executor/next of kin when the total balances held are £50 - £49999.99, and grant of probate/Letters of admin are not being applied for.
It must be signed and witnessed (witness must be over 18 and not a family member).
Inheritance Tax (IHT)
Applies if the value of the estate is above £325,000. It’s only payable on the excess above this amount, and is charged at 40p in the pound. i.e. if the value of the estate is £375,000, Inheritance Tax will be charged at 40% of £50,000 = £20,000.
The bank can release funds and may lend money for this purpose.
If the customer has any further questions about inheritance tax, they will need to refer to their solicitor or the Probate Office.
Intestate/Intestacy
An estate where the deceased has not left a valid will.
Liabilities
Debts the deceased had such as overdrafts, bank loans and mortgages.
Power of Attorney (POA)
A legal document whereby a person appoints an attorney to act on his/her behalf. It could be that they have become either physically or mentally unable to look after their own affairs. This authority is cancelled at notification of death.
Probate
A formal procedure to prove that a document is the last will and testament of the deceased.
Proof of Death
We can accept the following – either an original document or a document certified as a true copy of the original, by one of our branches or a Firm of Solicitors registered by the Law Society.
Receiver/Deputy Accounts
A receiver/deputy account is opened when a person is no longer mentally capable of dealing with his or her own affairs.
A receiver/deputy is appointed by the Court of Protection to look after the financial affairs of the Donor.
Relationship Manager
Individuals who have responsibility for the day-to-day management of the relationship with their customers within their designated portfolio.
Renunciation
The formal act of resigning from a position. A Letter of Renunciation is provided if an executor does not want to act.
Representative
Executor or administrator.
Safe Custody
Items held by the Bank for safe keeping on behalf of the customer.
Safe custody – usually documents e.g. Wills, Share Certificates, House Deeds, Insurance Policies etc.
Boxes and parcels – locked and sealed by the customer.
Securities
Items held by the bank to secure a large overdraft or borrowing e.g. House Deeds, Insurance Policies.
Trust and Estates (T&E)
A department that can help with the administration of the Estate if required or if a Bank Appointed Will is held.
Third Party Mandate (TPM)
A person or people previously authorised by the account holder to operate an account on their behalf. This authority is cancelled at notification of death.
Treasury Solicitor and Duchy of Cornwall / Lancaster
Any estate where there is no will and no next of kin which is above £500 is referred to the relevant office and if they can find no next of kin they get the proceeds of the estate.
TRD/UKOC Bonds (formerly known as TRO)
Treasury Reserve Deposits - usually over £50k. UK Operating Centre look after Bonds (large deposits). Have a Deal ID instead of an account number.
Will
Instructions previously made by the deceased regarding the disbursal of assets at death.