Bereavement support

We're here for the hard 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 will need to:

  1. Get a medical certificate from the hospital, GP or coroner.
  2. Register the 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 Bank of Scotland 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 about 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 death certificate

I don’t have a death certificate

We're here for you

We've tried to cover everything you need to know, but If there's anything you're unsure of, our Specialist Bereavement Team can help.

For a compassionate ear, call us on 0800 056 0073 or +44(0)131 278 3705 if you’re outside the UK.

Lines are open 8am to 8pm, every day.

Our opening hours are changing on 14 July 2025.

You’ll be able to speak to an adviser between 8am to 6pm, 7 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 other accounts and products, we’ll let these brands know.        

    • Halifax
    • Scottish Widows
    • Clerical Medical
    • MBNA
    • Birmingham Midshires

  • Confirmation is the legal process that 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 called the executor or sometimes known as personal representative.

    • The confirmation is the legal document issued by the sheriff court. We may not need to see this, it will depend on the products and services held with us.
    • Organisations deal with confirmation in different ways. You may need to get confirmation for organisations that are not part of Lloyds Banking Group.
    • To get the legal document back from the sheriff court usually takes 8 to 16 weeks. To administer the estate can take 9 to 12 months. It can sometimes take longer.
    • The legal documents are known as:
      • - Confirmation in Scotland (whether or not there is a Will)
      • - 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
    • To find out if a Grant is required, please see:

     

    If you aren’t sure what confirmation is or whether you need it, please give us a call on 0800 056 0073. Lines are open 8am to 8pm, 7 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 Bank of Scotland is named as the executor call us on 0800 056 0171. 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 order 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 photocard full or provisional driving licence
    • EEA valid photocard 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 these companies that are a part of our wider group, you can contact them directly to let them know of your loved one's passing:

    Black Horse: 0344 824 8888

    Lex Autolease: 0800 389 3690

    Lloyds Bank Car Finance: 0333 202 7946

    Bank of Scotland Car Finance: 0333 202 7943

    Halifax Car Finance: 0333 202 7940

    Intelligent Finance: 0345 609 4343

     

    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 these 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

    Anything belonging to the deceased with a financial value, like money, investments, property, or personal possessions.

    Beneficiary

    Anybody that’s been left something in a will or trust.

    Confirmation

    The process used to get the legal right from the Sheriff Court to deal with a deceased person's estate.

    Estate

    All the assets owned by the deceased.

    Executor

    The person, named in a will, who carries out the wishes of the person who has passed.

    Grant of representation

    A legal document that outlines who can deal with the estate.

    Intestate

    A term used when someone passes without leaving a will.

    Liabilities

    This covers the debt left when someone passes, and the costs involved with settling an estate.

    Personal representatives

    The executors and/or administrators (England & Wales only) are called personal representatives as a group.

    Probate

    In England and Wales the confirmation is called probate.

    Will

    A legal document that says who benefits, and in what way, from the estate.

  • Please visit these websites for support services that can help: 

     

    Bereavement step-by-step guide

    Visit: 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 taking 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 are offering free 1-2-1 training sessions.

    Visit: bankofscotland.co.uk/helpcentre/free-digital-skills-training

     

    Grief after bereavement or loss (NHS)

    Visit: nhs.uk/mental-health/feelings-symptoms-behaviours/feelings-and-symptoms/grief-bereavement-loss/

     

    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, confirmation, or inheritance tax

    Visit: gov.scot

What will happen to accounts and products?

Understand what happens with each different type of account and/or product we have for someone that has passed away.

  • 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 passed is a trustee of a child’s account a new trustee is needed. Where 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 additional help and practical support on our Investments page. 

    If you need help with a Share Dealing Account, please call 0800 015 0091. Lines are open Monday to Friday, 8am to 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 remain due, although 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 confirmation. 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 confirmation is received, this can be arranged.

    Mortgage options

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

    If you need to speak to one of our Mortgage Advisers, call us on 0345 300 2297. Lines are open Monday to Friday,  8am to 8pm and Saturday 9am to 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, speak to our Specialist Bereavement Team call us on 0800 056 0073 or +44(0)131 278 3705 from abroad. Lines are open 8am to 8pm, 7 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 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 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 to 6pm and Saturday 9am to 1pm.

Estate Administration Service

 

Our Estate Administration Service has been helping bereaved families deal with a variety of legal, financial and practical matters for over 100 years. From helping you obtain grant of confirmation - to taking on the role of executor, we can be involved as little or as much as you need.

The service is delivered either through Bank of Scotland or as part of our wider group, Lloyds, for grant of probate in England and Wales. Our initial support and guidance is fee-free and without obligation.

If you'd like to find out more, speak to one of our bereavement advisers on 0800 056 0171 or +44 (0) 1733 286 482 if calling from abroad. Lines are open Monday to Friday, 9am to 5pm.

Estate Administration Service

More help

We understand this could be a difficult time for you. We want to make sure you’re aware of an account that could be helpful during this time.

Executor account

You must first open a new account from the following to convert to an executor account:
Classic account, Access Saver, or Advantage Saver.

An executor account is an account conversion that allows one or more executors to:

  • gather payments due to the deceased's estate
  • distribute funds to the beneficiaries
  • make payments on behalf of the deceased, such as a payment for maintenance of a house belonging to the deceased's estate.

Find out more on our online form when looking to convert.

Convert an account

Further support

Someone to manage your affairs

If you need help managing your money or want to support someone else, you can appoint someone you trust access to your accounts.

Managing affairs

Support and wellbeing

We are by your side and have a range of support available for you.

Support and wellbeing

Money worries

Money worries? Here's what we can do together to help you manage your finances.

Money worries

Mental health

At some time in our lives, many of us struggle with mental health. At these times, we can give extra help.

Mental health

Calls and online sessions may be monitored and recorded. Not all Telephone Banking services are available 24 hours a day, 7 days a week.

Life events

We are by your side through life’s key moments.

Life events

Life events

We are by your side through life’s key moments.

Life events