What happens to a customer’s money and accounts if they pass away?
We understand this is a difficult time. When a customer passes away, we follow a careful process to make sure their savings are handled safely and in line with legal requirements.
To begin, please get in touch with our support team via the messenger widget and be able they’ll help.
You’ll need to send us the following:
Mandatory documents:
Death certificate - A certified copy is needed if probate documents won’t be provided.
If total deposits are over £20,000:
Probate documents (certified copies):
Grant of Probate, or
Letters of Administration
For all executors and beneficiaries:
Proof of identity (e.g. passport or driving licence)
Proof of address (e.g. utility bill or bank statement dated within the last 3 months)
Once we’ve received all the documents:
Our partner Bondsmith will verify all parties through their identity checks
The customer’s account will be closed, along with any fixed-term savings products
Funds will be paid out based on the executor’s instructions and the probate documents
Important to know
If any documents are missing or incomplete, this may delay the process.
We aim to complete everything promptly once all documents are approved.