Bereavement support

We’re here for the difficult times too. By your side, we’ll guide you through the practical and money-related matters involving your loved one’s passing.

Your first steps

Register your loved one's passing

To do this, you'll need to:

  1. Get a medical certificate from the hospital, GP or coroner
  2. Register their death online or at your local Register Office.

Once registered, you'll receive a death certificate which companies may ask to see. We recommend getting more than one copy.

Find their will

This will help with what you need to do next. It may have details about the funeral and will name the executor(s).

If Lloyds Bank is the named executor, please contact us and we will support you. 

Don’t worry if there’s no will in place for your loved one – you can still get in touch.

Let us know online

The next step will be to let us know of your loved one's passing so we can help you sort out their affairs. We'll need to see a copy of their death certificate to begin the process.

If you don't have this yet, don't worry, we can still help.

I have a certificate

I don't have a certificate

We're here for you

We've tried to cover everything you need to know below, but If there's anything you're unsure of, our Specialist Bereavement Team can help. For a compassionate ear, call us on 0800 015 0012 or +44(0)1733 261630 from abroad. Lines are open 8am-8pm, seven days a week.

Useful things to know

  • The person who has passed may have had accounts or products you weren’t aware of. We’re part of a wider group, so if they had accounts with any of the below, don't worry, we’ll let these brands know.

    • Halifax
    • Bank of Scotland
    • Scottish Widows
    • Clerical Medical
    • MBNA
    • Birmingham Midshires

  • Probate is the legal process which says who can deal with the money, property and possessions of the person who has passed – also known as the estate.

    The person who applies to legally administer the estate is often called the personal representative.

    • The grant of probate is the legal document issued by the Probate Registry. We may not need to see this - it will depend on the products and services held with us.
    • Organisations deal with probate in different ways. You may need to get probate for organisations that are not part of Lloyds Banking Group.
    • To get the legal document back from the Probate Registry usually takes 8 to 16 weeks. To administer the estate can take 9 to 12 months. But, it can sometimes take longer.
    • The personal representative may also be known as:
      • An executor when there’s a will
      • An administrator when there isn’t a will
    • The legal documents are known as:
      • The grant of probate (when there’s a will in England and Wales)
      • The grant of letters of administration (when there isn’t a will in England and Wales)
      • Confirmation in Scotland (whether or not there is a will)
    • To find out if a Grant is needed, please see:

    If you aren’t sure what probate is or whether you need it, please give us a call on 0800 015 0012. Lines are open 8am–8pm, seven days a week.

  • The will helps with what you need to do next. It may have details about the funeral and will name the executor(s).

    If Lloyds Bank is named as the executor call us on 0800 096 8560. Lines are open Monday to Friday 9am–5pm. Don’t worry if there is no will in place you can still get in touch.

    A will lets you know the wishes of the person who has passed. If you can’t find the will, you may need to contact the deceased's bank, family solicitor or personal accountant as it may be kept in safe custody.

    An executor of a will is the person named to carry out their wishes. There should be at least one executor and you should let them know what’s happened as soon as possible.

    If there’s no will, an administrator needs to be selected. You can find out more about what to do on the Government website, as it can vary across the UK.

  • Anyone can notify us of a death but in to deal with accounts and products you will need to be:

    • A next of kin;
    • An executor of the deceased’s will; or
    • A personal representative of the deceased

    To help us to review any accounts and products, we’ll need two things:

    Death certificate

    • This will need to be an original copy from the registrar.
    • We can also accept an interim death certificate or a coroner’s certificate.

    Proof of identification

    • We’ll need to identify the person dealing with the estate.
    • If you need to talk to us, we’ll identify you by asking you some security questions.
    • If you’re visiting the branch and you’re also a customer, please bring your debit card or one form of ID with you.
    • If you don’t have an account with us, please bring two forms of ID. At least one will need your residential address on it.

    Examples of what we accept:

    • Valid passport (full and signed)
    • Northern Ireland Electoral Identity Card
    • UK valid photo card full or provisional driving licence
    • EEA valid photo card driving licence
    • Disabled driver pass
    • HMRC assessment or statement
    • Most recent council tax bill
    • Local council rent card or tenancy agreement
    • Most recent utility bill

  • For any of the below companies that are a part of our wider group, you can contact them directly to let them know of your loved one's passing:

    The government Tell Us Once service

    This is a service that lets you tell government organisations about a death. If this is offered, you can let key local and government agencies know over the phone or online.

    Once you have registered the death, the staff will explain how it works. They’ll tell you which of the below departments will be told:

    • Department for Work and Pensions (DWP)
    • HM Revenue and Customs (HMRC)
    • Driver and Vehicle Licensing Agency (DVLA)
    • Passport office
    • Local Authority

    Visit: Tell Us Once - GOV.UK (www.gov.uk)

    Death Notification Service

    This is a free service which allows you to tell other banks and insurance companies of a death at the same time.

    Visit deathnotificationservice.co.uk

    Stopping mail

    We know that getting mail for someone who has passed can be upsetting. The Bereavement Register is a free service that can help get names removed from mailing lists.

    Visit thebereavementregister.org.uk or call 0207 089 6403

  • Bereavement words and phrases explained

    Assets

    Things someone owns, such as money, investments, property and possessions.

    Beneficiary

    A person or organisation that has been left something in a will or trust.

    Estate

    The assets (such as money, investments, property, personal possessions etc.) left by a deceased person.

    Executor

    Someone who, named in a will, is responsible for managing the deceased estate.

    Grant of probate

    The official court document that confirms the executors' legal authority under a will to deal with an estate.

    Grant of representation

    Grant of probate or letters of administration confirming who has the legal authority to deal with an estate.

    Intestate

    The term is used when the person has passed without a will being made.

    Letters of administration

    This lets a named person deal with the deceased's estate if there isn't an executor.

    Liabilities

    Any debt the deceased has, or any costs an executor has to pay, while handling the estate.

    Personal representatives

    As a group, executors and administrators are called personal representatives.

    Probate

    The process through which the executors or administrators of a deceased person's estate get the court's permission to deal with it.

    Trust

    This is when money or property is held for someone under restrictions, such as until they reach a certain age. A trust can also allow assets to go to someone else before they pass.

    Will

    A witnessed written legal document setting out how a person wants their estate to be distributed on death.

  • Please visit the websites below for support services that can help:

    Bereavement step-by-step guide

    gov.uk/when-someone-dies

    Funeral Directors

    National Association of Funeral Directors 0121 711 1343 or visit nafd.org.uk

    The National Society of Allied and Independent Funeral Directors (SAIF) 0345 230 6777 or visit saif.org.uk

    Digital Skills Training

    Going through a bereavement can mean to take on new responsibilities. To help with confidence using the internet, not only for banking but for other things too, we have our Digital Helpline where we're offering free 1-2-1 training sessions.

    Visit: Lloyds Bank digital skills training

    Grief after bereavement or loss (NHS)

    Visit: NHS grief and bereavement support

    Cruse Bereavement Care

    Support, counselling, education, advice and information following a bereavement.

    Visit: cruse.org.uk

    Citizens Advice

    Visit: citizensadvice.org.uk

    Information on reporting a death, wills, probate, or inheritance tax

    Visit: Gov.uk death and bereavement

Funeral support

When it comes to the funeral, if there's money in your loved one's account, we can make the payment straight to the funeral directors when you provide the bill.

This support also applies to paying bills - when you provide the bill, fees such as Inheritance Tax and probate fees can also be paid by us, from funds in their account.

What happens to accounts and products?

Understand what happens with each different type of account and/or product we hold for your loved one.

  • Sole account

    What happens with sole accounts when someone has passed away

    What happens?

    Regular payments

    Statements and letters

    What happens?

    • The accounts will be frozen, and cards and cheque books cancelled.
    • If we receive money, after the account has been frozen, we’ll return it to the sender.
    • Any interest will still be paid until the account is closed.

    Regular payments

    • We’ll stop all standing orders and direct debit payments.
    • We can give you a list of payments from the accounts, this will help you decide if you need to set up new payments.
    • You should contact the original company to make or cancel future payments.
    • Note, we can’t stop subscription payments from leaving the account. You’ll have to contact these companies to cancel the subscription.

    Statements and letters

    • We’ll stop sending statements and most letters, once we’ve been told of the death.
    • Some of the communications we send out are produced up to six weeks in advance. This means we can’t stop these being sent.
    • Bereavement related communications will be sent to the personal representative.

    Joint account

    What happens with joint accounts when someone has passed away

    What happens?

    Taking money out

    Regular payments

    What happens?

    Accounts will be transferred to the remaining account holder and stay open.

    Taking money out

    The remaining account holder will be able to use the account as normal. If there is a cheque book, it will be reissued in the remaining account holder’s name.

    Regular payments

    Standing orders and direct debits will continue and the remaining account holder can be given a list of payments to check.

    Individual Savings Accounts (ISAs)

    A spouse or civil partner can claim an Additional Permitted Subscription (APS) allowance on their ISA.

    Claiming an APS gives the spouse or civil partner an extra tax-free ISA allowance to the value of the deceased’s ISA. For example, if they held £20,000 in their ISA this can be added on top of the spouse or civil partner’s ISA allowance for the tax year. On registering the bereavement, we’ll discuss this as an option.

    Children's savings accounts

    If the person who died is a trustee of a child’s account a new trustee is needed. If the child is 16 or over, you’ll need to decide if the money can be given to the child.

    Inheritance Tax

    How much Inheritance Tax needs to be paid will depend on the value of the estate and who inherits it. See www.gov.uk/ inheritance-tax to find out more.

    Share Dealing

    If you are looking after an investment account, we can give extra help and practical support on our Investments page.

    If you need help with a Share Dealing Account, please call 0800 015 0081 or +44 (0) 113 279 7518 from abroad. Lines are open Monday to Friday 8am–5pm.

  • Sole name

    What happens with sole name mortgages when someone has passed away

    What happens?

    Making payments

    Mortgage options

    What happens?

    • Mortgage payments will stay due. We don’t expect you to make them for up to 18 months from the date the person passed to allow you time to get probate. Please note, the amount owed will increase.
    • We’ll cancel any direct debits paying the mortgage.
    • This means the mortgage will fall into arrears. We are required by the Financial Conduct Authority to write and tell you. You don’t need to take any action when you get these letters.

    Making payments

    If you want to still make mortgage payments while probate is received, this can be arranged.

    Mortgage options

    Once probate is in place, you have the option to pay off the mortgage.

    Joint names

    What happens with joint name mortgages when someone has passed away

    What happens?

    Making payments

    Mortgage options

    What happens?

    • If the mortgage is held in joint names, the monthly payments will continue.
    • Usually, the mortgage will transfer to the name of the remaining owner. Sometimes this is more complicated, if so, we’ll advise you on the next steps.
    • If the person left on the account needs to change or discuss the monthly payments, speak to one of our Mortgage Advisers.

    Making payments

    We appreciate that some people find it hard to keep payments up to date, while trying to look after the estate. If payments aren’t made, the account will fall into arrears and the amount owed will increase. This could affect the mortgage holder’s credit rating. We’ll let them know if the account is in arrears.

    Mortgage options

    Once probate is in place, you have the option to pay off the mortgage.

    To speak to one of our Mortgage Advisers, call us on 0800 783 3534. Lines are open Monday to Friday 8am–8pm and Saturday 9am–4pm.

  • Sole account

    Any personal debt in the sole account(s) can be paid from the estate, representatives aren’t personally liable for the debt.

    What happens with sole account debts when someone has passed away

    Overdraft

    Personal loan

    Credit card

    Overdraft

    You’ll need to speak to our Specialist Bereavement Team to find out if there is any money in the estate to pay back the overdraft.

    Personal loan

    • All regular payments set up to pay the loan will stop.
    • If the loan is covered by Payment Protection Insurance, we’ll tell you how to make a claim.
    • If not, you need to speak to our Specialist Bereavement Team to find out if there are any funds in the estate to pay back the loan.

    Credit card

    • All regular payments to and from the credit card will stop.
    • Note, we can’t stop subscription payments from leaving the account. You’ll have to contact these companies to cancel the subscription.
    • If the credit card is covered by Payment Protection Insurance, we’ll tell you how to make a claim.
    • If there’s no cover, speak to our Specialist Bereavement Team to find out if there is any money to pay back the amount owed on the credit card.
    • If there is an additional cardholder, they won’t be able to use the account.

    Joint account

    What happens with joint account debts when someone has passed away

    Overdraft

    Personal loan

    Overdraft

    Responsibility for the overdraft passes to the remaining account holder.

    Personal loan

    Responsibility for the repayments passes to the remaining account holder on the loan. The loan can also be paid off in full.

    If further support is needed, call us on 0800 015 0012 or +44(0)1733 261630 from abroad. Lines are open 8am-8pm, seven days a week.

  • Sole name

    What happens with a sole name buildings and contents insurance policy when someone has passed

    Cover on a property

    If no one is living in the property, or if someone else has moved in

    I have financial interest in the property, but I’m not named on the policy

    Cover on a property

    • A policy in a sole name can be changed to an executor’s policy.
    • If the policy is paid by Direct Debit, we’ll need new payment details to allow the policy to continue.

    If no one is living in the property, or if someone else has moved in

    It’s important to contact us on the number below to tell us of any changes. This will allow us to tell you if the policy can continue or not and what will happen next.

    I have financial interest in the property, but I’m not named on the policy

    We may be able to add you to the existing policy. We’ll need to check a few things with you. This will include your details and if the current cover remains suitable.

    Joint names

    What happens with a joint name buildings and contents insurance policy when someone has passed

    Cover on a property

    Cover on a property

    The policy can be changed to a sole name. It’s important to speak to us on the number below to make sure the cover is still suitable. We’ll also need to check the billing details. This will make sure future payments come from an active account.

    If you need further help or to update a policy, speak to Home Customer Services:

    Lines are open Monday to Friday 8am–6pm and Saturday 9am–1pm.

Estate Administration Service

Since 1910, our Estate Administration Service has been helping bereaved families deal with the legal process of obtaining grant of probate and taking on the role of executor where needed. We also deal with the financial, tax and personal matters of the estate. We can be involved as little or as much as you need.

Our initial support and guidance is fee-free and without obligation. If you'd like to find out more, you can speak to one of our bereavement advisers on 0800 096 8560 or +44(0)1733 286 482 if calling from abroad. Lines are open Monday to Friday 9am–5pm.

Estate Administration Service

Further support

Someone to manage your affairs

Support with managing your accounts or someone else's.

Managing affairs

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Whether it's key life events, health challenges or money worries, we’re here to support you.

Support and wellbeing

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Help with money worries

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If mental health is affecting how you manage your money, you can find help here.

Mental health

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Life events

By your side through life's key moments. From having a baby, buying your first home or dealing with bereavement, we're here to support you.

Life events

Life events

By your side through life's key moments. From having a baby, buying your first home or dealing with bereavement, we're here to support you.

Life events