Support and guidance for managing accounts with us
We are very sorry for your loss. We know that this can be a very difficult time. There may be many things to sort out. We’re here to make things as simple and straightforward as possible.
This page explains what you need to do, what we will ask for, and what you can expect from us.
How to let us know
Visit your local branch to talk to us. We'll answer your questions and help you.
Savings - Call 0345 734 4345*. Lines are open 8am to 6pm, Monday to Friday.
Mortgages – Call 0345 601 0014*. Lines are open 8am to 6pm, Monday to Friday.
Financial Advice - Call 0345 600 4330*. Lines are open 9am to 5pm, Monday to Friday.
Write to us:
Newcastle Building Society
1 Cobalt Park Way
Wallsend
NE28 9EJ
1. Telling us about a death
You can tell us in the way that feels easiest for you:
- Visit a branch
- Call us
- Send us the details by post
Anyone can do this, including family, friends, or a solicitor.
When you tell us, we will:
- Record the death so you do not need to tell us again.
- Stop letters or messages meant for the person who has died.
- Stop any payments.
- Explain the next steps clearly.
What we will ask for:
- The death certificate (original or a photocopy).
- The name and contact details of the person dealing with the estate. This is the Personal Representative who is legally authorised to do this.
If you don’t yet know who the Personal Representative is, you can tell us later.
2. Registering the death with us
Once we receive the death certificate, we will:
- Update the person’s accounts
- Check who is allowed to deal with the estate
- Do simple checks to confirm their identity
- Share the account details with them
We can only share account information with the Personal Representative.
3. What documents might be needed later
Sometimes, extra legal documents are needed. This may include a:
- Grant of Probate
- Letter of Administration
- Certificate of Confirmation (Scotland).
We will tell you if these are needed.
You may need these papers if:
- The person had more than £30,000 in their sole savings account(s).
- Another bank or company has already asked for probate.
- The mortgage is only in one name.
We will explain exactly what is needed for your situation.
4. Closing the accounts and releasing money
When we have the documents and have checked them, we can close the accounts.
We can send the money by:
- Cheque
- Bank transfer
The money must go to the person who is legally allowed to deal with the estate.
We will let you know when an account has been closed.
For mortgages, what happens depends on how the mortgage is held. We will explain what applies to your situation and confirm the options.
Frequently asked questions
We need one of the following:
- A death certificate
- A copy of the death certificate
- An interim or coroner’s certificate
You can bring it to a branch or send it by post.
No — we can accept:
- The original death certificate, or
- A copy
We can also accept interim or coroner’s certificates.
Only the Personal Representative, who is:
- An Executor (named in the will)
- An Administrator (authorised by the court if there is no will)
We must check who this person is before we can share any account details.
After we confirm who you are, we can tell the Personal Representative:
- Account numbers
- Balances
- Types of accounts
We can’t share this with anyone else.
For savings:
- The account passes to the other account holder
For mortgages:
What happens depends on how the property was owned:
- Joint Tenants
- Tenants in Common
We will check this for you.
The Personal Representative needs to fill in a Request to Close Account(s) form. You can bring the form to a branch or send it by post.
Money can be sent by:
- Cheque
- Bank transfer to a UK account
Yes. We can help pay:
- Funeral costs
- Probate fees
- Inheritance Tax
We send the money straight to the company that needs to be paid.
To do this, fill in the Request to Cover Costs form and bring it to a branch or send it by post.
The time it takes can vary. It depends on:
- Whether legal papers are needed
- How quickly documents are sent to us
- How many accounts there are.
We will keep you updated at each step.
You may find these websites useful for information and support after someone has died.
Government Information
The UK government website explains what to do after a death. This includes registering the death, planning a funeral, and sorting out money and belongings.
Visit: www.gov.uk/browse/births-deaths-marriages/death
Emotional support and wellbeing
Cruse Bereavement Care
Website: cruse.org.uk
Cruse offers support to help you understand your feelings and cope with grief. They also provide support for other people who are grieving.
Bereavement Advice Centre
Website: www.bereavementadvice.org
They give clear advice about things you may need to do. Including things like money, paperwork, and legal steps. They can help guide you to the right support.
Handy definitions
Estate: Everything the person owned, like money or property.
Executor: A person named in a will to deal with the estate.
Administrator: A person who sorts out the estate if there is no will.
Grant of Probate / Letter of Administration: A legal document that confirms who is allowed to deal with the estate.
Beneficiary: Someone who will receive money or belongings from the estate.
Joint Tenants: Both people own all of the property.
Tenants in Common: Each person owns a set share of the property.
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