Bereavement
We know this can be a very difficult time. And when you’re grieving for someone, it can be hard to manage their finances too. We’re here to help you understand what to do when someone passes away, from getting legal and specialist support to how to deal with their estate:
Please note, when one of our credit card holders dies, any additional cardholders on their credit card account need to stop using it immediately.
Read the government advice to find out where to start
Firstly, it’s important that you read the government advice for when someone dies. This can help you understand all the steps involved, and what your responsibilities might be. You can:
- Read the step-by-step government guidance
- Easily notify multiple government bodies of a death in one go using their Tell Us Once service.
Stop activity on the accounts
At first, the accounts will continue to have regular payments go out, have any cards remain active and any marketing continue to be sent. You can stop these things from happening by calling us on 03457 212 212 (call charges apply).
In order to take action on the estate, you’ll need to complete our bereavement form. This form is for the executor of the will, the administrator of the person's estate or the next of kin to complete. We will guide you through the process.
It’s helpful to have your information and documents ready before you start. You’ll need to provide some information about the person and their estate, a death certificate, and some other documents depending on the account type and value of the account balances with us.
If a solicitor is dealing with things on your behalf, to speed things up let them know the documentation that we need in order to deal with the accounts, including completing our bereavement instruction form.
Get a death certificate
You’ll need a death certificate before you can make certain changes to the person’s accounts. You can get one from the General Register Office (GRO).
Gather necessary information
What else is needed for a bank account?
When you complete a bereavement instruction form you’ll need to provide:
- Sort code and account number of the person’s account(s) – if you do not have these we can find their information using their name and address
- An original or a certified copy of the will, if there is one – if it’s a copy it should be certified on the front and last page.
If the account is joint we will remove the name of the person who has died, if the account is in sole names and in credit then you’ll need to provide details of the account you would like the funds to be paid into.
And if the total value of all the person’s Co-operative Bank and smile account(s) exceeds £50,000, you’ll also need to provide either:
- A certified copy of the grant of probate
- Letters of administration if there is no will.
What else is needed for a mortgage?
Sole mortgage
When you complete a bereavement instruction form for a sole mortgage you’ll need to provide:
- Mortgage number
- An original or a certified copy of the will, if there is one – if it’s a copy it should be certified on the front and last page
- A certified copy of the grant of probate or letters of administration if there is no will.
Joint mortgage
When you complete a bereavement instruction form for a joint mortgage you’ll need to provide:
- Mortgage number.
What else is needed for a credit card?
If the person who has died is the main credit card holder
When you complete a bereavement instruction form for a credit card you’ll need to provide:
- The 16 digit credit card number for the credit card account held by the person who has died – if you do not have this we can find their information using their name and address.
If the credit card of the person who has died is in credit we will contact you for further information to transfer the funds.
If the person who has died is an additional credit card holder
You do not need to complete our bereavement form to cancel an additional credit card. You can cancel the card by calling us on:
Lines are open Monday to Friday, 8am to 6pm and Saturday and Sunday, 9am to 5pm.
If a solicitor is dealing with things on your behalf, to speed things up let them know the documentation that we need in order to deal with the accounts, including completing our bereavement instruction form.
Once you’ve gathered all the documents needed you can complete our bereavement form, using the convenient NIVO mobile app, online using our Adobe Sign form or by downloading the form and using post or in branch.
We may need to complete an electronic identity check using a fraud prevention agency. This will appear on your individual credit file as a search completed by The Co-operative Bank. If we’re unable to do this we’ll ask you to send further proof.
You can see how we process your information and your rights in our privacy policy (PDF).
Use the NIVO app
The easiest way to send us everything is using the convenient NIVO app.
You can use it to upload your documents safely and chat to one of our colleagues if you have any questions. You’ll need to provide a photo of your ID to verify your identity, and upload the documents you need for the account type.
You can download the NIVO app to your mobile device or use your phone to scan the QR code.
Use post or in branch
You can download a bereavement instruction form (PDF) or pick one up in branch. You can then provide the form and your documents by post or in branch.
Post us your form and documents
Complete a bereavement instruction form (PDF) and post it to the address below:
The Co-operative Bank Bereavement Team
PO Box 4931
Swindon
SN4 4PL
If you're sending original documents
We recommend that you do not post us originals of important documents, such as passports. But if you choose to, we suggest that you use a trackable delivery service.
When we receive originals, we use recorded delivery to return them and aim to do this within one business day.
Bring your form and documents in branch
Complete a bereavement instruction form (PDF) or pick one up in branch. You can use original documents when coming in branch. When you’re ready, please contact us to make an appointment by calling us on:
- 03457 212 212 for current accounts and savings accounts (call charges)
- 0345 600 6000 for credit cards (call charges)
Lines are open Monday to Friday, 8am to 6pm and Saturday and Sunday, 9am to 5pm.
What happens to bank accounts?
- If the person had any active cards, we’ll freeze them.
- If the person had any regular payments, we’ll stop them.
For sole bank accounts
If the person had any sole accounts, we’ll close them.
For joint bank accounts
- If the person had any joint accounts with 2 names, we’ll convert them to sole accounts.
- If the person had any joint accounts with 3 or more names, we’ll remove their name.
What happens to credit cards?
- If the person had any active cards, we’ll freeze them.
- If the person had any regular payments, we’ll stop them.
- If the person’s card is in debit you will not be held personally liable but we may claim against their estate.
- If the person’s card is in credit we’ll contact you to ask for details of the bank account to pay the funds into.
- We’ll close the person’s card account on the expiry date.
- If any accounts are insured, we’ll speak to our insurers, Aviva, on your behalf. If any accounts are not insured, we’ll contact you directly to discuss these further.
What happens to mortgages?
For sole mortgages
If it’s a sole mortgage, we may offer a 3-month grace period.
For joint mortgages
If it’s a joint mortgage, we will offer a 3-month grace period.
What happens to Power of Attorney privileges and third party access?
When someone dies, Power of Attorney privileges and third party access to their account end on their date of death.
Anyone who had Power of Attorney won't necessarily or automatically become responsible for managing the estate of the person who has passed away. What happens next depends on:
- If they had a will – it’s decided by what’s set out in the will
- If they didn’t have a will – it’s decided by a few things, including their marital status, what's held with the bank, and where they lived.
You can ask for funds to be released before the estate has been released to cover the Funeral and associated costs and Inheritance and estate costs listed below.
You’ll just need to provide invoices or payment receipts for these costs. You can do this by post or in branch (the instructions for sending us these are the same as when sending us the bereavement form).
You can also ask us to release funds using the NIVO mobile app.
Funeral and associated costs
For example, this includes:
- Newspaper announcements
- Headstone
- Wake catering
- Order of service sheets
- Flowers
- Repatriation of the person who has passed away.
Inheritance and estate costs
This includes fees relating to:
- Inheritance
- Grant of probate, letters of administration or certificate of confirmation.
Legal and specialist support
Get legal support
Managing estates and inheritance is complicated. It may be the last thing you want to do right now, or you may just be looking for some guidance.
We’ve partnered with Co-op Legal Services, who provide advice and regulated legal services for probate and estate administration, including grant of probate and letters of administration. You can ask them for a no-obligation, fixed-fee quote.
Learn more about legal support available
Get specialist support
Bereavement can be an isolating experience, and you may feel you’d benefit from speaking to someone you don’t know personally. Many organisations and services specialise in supporting you following the death of someone close to you, including:
Not found what you're looking for?
Contact our support team