I represent a late customer who lived in Scotland / I live in Scotland. Do I need to provide different documents?

What happens to a Triodos customer's bank account after they have died?

Once we’ve been notified that a customer has died:

We will stop all payments and block access to all of the late customer's Triodos accounts to keep their accounts safe.
We will remove Internet Banking access to the late customer's accounts (both on the website and Triodos Mobile App).
Any debit cards in the late customer's name will be cancelled.
Regular payments like Direct Debits and Standing Orders will also be stopped. If any of these need to continue (for example, payments for utility bills), please contact the companies who require the payments to make new payment arrangements.
We will stop all marketing mailings straight away. If there are mailings already in the process of being sent, it may be too late to stop these.
We will continue to send important communications about any changes to the accounts or services, such as changes to savings rates or Terms & Conditions. Please be aware that these documents will still be issued in the name of the customer who has died.
Joint accounts will remain open in the name of the surviving account holder, who will be able to use the accounts as usual.
Business accounts with remaining account operators or owners will also remain open and new account operators may be appointed by the business.
We will remove Powers of Attorney from the account, because the Power of Attorney becomes null and void when the person dies. This includes Internet Banking and account access held by attorneys.

In order to be notified of a customer’s death, we usually need to see a copy of the death certificate and a completed Bereavement Notification Form(PDF).

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How urgently do I need to deal with the accounts of a friend or relative who has died?

There is no rush to deal with the personal accounts of someone you have lost. Once you have notified us that they have died, we will freeze their accounts to keep them safe. We will support you in managing their Triodos accounts as soon as you are ready.

What happens next will also depend on the type of accounts held:

Joint accounts will remain open in the name of the surviving account holder, who will be able to use the accounts as normal.
If there was a Power of Attorney in place for the person who has died, please be aware that we will remove Powers of Attorney from the account. This is because the Power of Attorney becomes null and void when the person this was for has died.
If the late customer held an ISA, and has a surviving spouse or civil partner, please note that an Additional Permitted Subscription (APS) must be completed within three years of the date that they died. Please see our FAQ to find out more: Does Triodos offer an Additional Permitted Subscription (APS) for Individual Savings Accounts (ISAs)?
ISA accounts will be closed 3 years and 1 day after the date of death, if an instruction to close the ISA has not been received from the representatives of the estate, to comply with HMRC rules.

We understand that this can be a really difficult time for you and your loved ones. If you would like to talk to someone about it, we recommend contacting Cruse Bereavement Care on their free helpline or web chat.

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How can I let Triodos Bank know that a customer has died?

To let us know a customer has died, please call us on 0330 355 0355.

If you are managing the estate, please also:

complete a Bereavement Notification form
send this to us by email or by post, along with a copy of the Death Certificate.

Please read the Bereavement Notification Form(PDF) for more information. This explains the other documents we need and the next steps in the process.

If you are also a Triodos customer, you may notify us sending us a chat message in Internet Banking.

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I am a Personal Representative of a customer who has died. Should I send you a copy of the Death Certificate?

If you complete a paper Bereavement Notification Form(PDF), please enclose an original or certified copy of the Death Certificate with this.
If you complete the Bereavement Notification Form(PDF) digitally, we ask you to upload a clear scan or photograph of the Death Certificate with it. We aim to verify these copies against information from the General Register Office and will let you know when this is complete.
Where this is not possible, we will ask you to send us an original or certified copy of the Death Certificate. You only need to send this to us if we ask for it.

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What will happen to any Crowdfunding investments held by a customer who has died?

Triodos Crowdfunding investments may be transferred to a new investment holder, who will need to open a Crowdfunding account if they do not already have one. It is sometimes possible to redeem the investments (have them paid out) instead of transferring them. This is ultimately at the discretion of the directors of the company that issued the investment.

You can indicate on the Bereavement Notification Form(PDF) whether you would like the investments to be transferred or redeemed. If you select the option to transfer, we will provide the new investment holder with a Stock Transfer Form to complete so they can transfer the investments (and any cash in the Crowdfunding ‘wallet’) to their name.

If you select the option to redeem, we will contact the issuing company to request this. Once we have received a response, we will let you know if the redemption is possible or if the investments must be transferred.

You can find more information on crowdfunding investments at www.triodoscrowdfunding.co.uk.

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I am a customer and would like to get my affairs in order. How can I prepare my Triodos accounts for illness or death?

We recommend that you do not share your account security details with anyone. This includes your telephone password and any internet banking log in details or digipass codes.

Making a Will and appointing executors can make the process easier for those managing your estate. The Money Helper website from the Money & Pensions Service provides lots of advice for later life planning: Putting your financial affairs in order if you get ill or die – making a will and more (moneyhelper.org.uk)

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The late customer did not leave a Will (died intestate). What documentation will you need from me?

Please complete a Bereavement Notification Form(PDF) and send it to us with a Death Certificate.
Before we can close the accounts, we may ask for a Grant of Letters of Administration to verify that you have authority to manage the accounts.
We will attempt to verify the identify and address of every Administrator electronically, but may ask you for paper ID documents if this is not possible.
When you are ready to close the accounts, you should complete a Closure Form, which we will provide you with by post.

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The late customer had more than one account. How will this be dealt with?

You only need to send us one notification form for all their accounts. We will send you a valuation of all the accounts if you request it on the Bereavement Notification Form(PDF). This is the first step in notifying us that the customer has passed away. Please note that some accounts can take longer to pay out than others. For example, it can take longer to sell investments and have the proceeds paid out. You can specify whether you would prefer to have everything paid out at the same time on the Bereavement Notification Form.

If the customer who has died only had Joint accounts or Business accounts, we don't require the Bereavement Notification Form, just a copy of the Death Certificate.

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I hold Power of Attorney for a customer who has died. Can I access their accounts after their death?

When we are notified that a customer has died, all their sole accounts are frozen and internet banking is removed. We also remove Powers of Attorney from the account, because the Will or any subsequent Grant of Representation will legally supersede these arrangements.

If you are a personal representative, please complete a Bereavement Notification Form(PDF) or call us on 0330 355 0355.

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I would like to know how much money remains in the late customer's accounts. How do I get a valuation of the accounts?

When you fill in the Bereavement Notification Form(PDF), you can indicate whether you want a valuation of all the late customer’s accounts. We will send this to you as soon as we have verified the Death Certificate and gathered all the necessary details, usually within 10 working days. We cannot provide this information over the telephone.

If you don’t request it when you first notify us, you can still request this at any time by calling us on 0330 355 0355 or writing to us.

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Can Personal Representatives outside the UK manage the accounts of a customer who has died?

The process remains the same as for UK residents, however proof of identity and address documents must be certified by an Embassy, Consulate or High Commission from the country where the documents were issued.

Please be aware that we don’t accept original passports or driving licences by post. Therefore, you may prefer to send certified copy documents by recorded or tracked delivery to ensure they don’t get lost in the post. But be aware, most delivery companies will charge for this service.

Our address is:
Bereavement Team
Triodos Bank
Deanery Road
Bristol
BS1 5AS
UK

If Probate is required, it must be obtained from the UK as we cannot accept overseas Probate documents for funds held here. You may wish to seek legal advice about how to arrange this, as we cannot provide advice on individual circumstances.

When the accounts are closed, the funds will be paid out in pounds sterling. Exchange rates and fees may apply if we are asked to pay funds overseas.

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Solicitors are managing the estate of a customer who has died, is the process any different?

Where a legal firm has been appointed as executor of the estate, most of the process remains the same. A solicitor should complete the Bereavement Notification Form(PDF) and provide their name, company name and contact details. We will verify the firm and their position but will not request identity documents from them. Where other personal representatives or executors are also appointed, we will request permission to verify their identities where appropriate.

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How long does it take from notification of death to closing the accounts?

The timescales can vary significantly and are often dependent on a wide range of factors. Things like applying for Probate can take a long time and may slow things down. For this reason, if you tell us that you’re applying for Probate, we won’t contact you for at least six months.

If you’re not sure what’s happening with the process, or whether we're still awaiting outstanding documentation, please contact us on please give us a call on 0330 355 0355 (or +44 117 973 9339 from abroad). Lines are open from 8am-6pm, Monday to Friday, and 9am-6pm on Thursdays.

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Does Triodos offer an Additional Permitted Subscription (APS) for Individual Savings Accounts (ISAs)?

An Additional Permitted Subscription (APS) allows a surviving spouse or civil partner a one-off ISA subscription equal to the total value of the deceased ISAs at the date of their death. This needs to be completed within three years of the date of death.

Unfortunately, we’re unable to accept an APS into a Triodos ISA, or facilitate an APS transfer to another provider. We can provide a one-off valuation of the deceased’s Triodos ISAs on date of death for an APS. This can be shared with other ISA providers who accept APS upon request. You can find out more about APS’s on the government website: Manage additional permitted subscriptions into an ISA.

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I have a funeral bill to pay – can I claim funds from the late customer’s accounts?

We can release funds from personal accounts to pay for reasonable funeral expenses. If you are an administrator or executor, you may request that we pay a funeral bill once you have provided the Death Certificate. Please ask the funeral provider to send us an official invoice or bill on headed paper by post, or a digital invoice from their company email address.

We will send them a cheque or electronic transfer to cover the funeral costs, up to the balance in the eligible accounts. We recommend that you review how much is left in the accounts before requesting this.

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What happens to joint accounts when one of the account holders has died?

Joint accounts will remain open in the name of the surviving account holder who will be able to use the accounts as usual. In cases where the deceased only held a joint Triodos account and no sole accounts, please send us a copy of the Death Certificate so we can update our records. We will only need a Bereavement Notification Form(PDF) if the customer also held sole accounts in their own name.

‘Joint accounts’ here refers to Current Accounts (for daily banking) and Impact Investment Accounts. For business accounts, you’ll need to complete a Change of account operator form(PDF).

To notify us that a customer with a joint account has passed away, please email a scanned copy of the Death Certificate to [email protected]. If this isn’t possible, you can post an original or a certified copy to us at ‘Bereavement Team, Triodos Bank, Deanery Road, Bristol, BS1 5AS’.

Please note, you may want to send original or certified documents by recorded or tracked delivery to ensure they don’t get lost in the post. But be aware, most delivery companies will charge for this service. Alternatively, you can send documents to ‘FREEPOST Triodos Bank’. This is a second class service with no stamp required.

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What happens to business accounts when an account operator has died?

If you are a personal representative of the customer who has died, please let us know if they operated any Triodos Business accounts. You can provide the account numbers or company name(s) on the Bereavement Notification Form(PDF), if you know them. We will block their account access straight away. You may also notify us by phone.
If you represent the business, you may also notify us by phone. If an account operator has died, the remaining account operator(s) should complete a Business Banking change of account operator form - current, deposit, and loans(PDF) as soon as possible. We will update the account mandate and internet banking access, as appropriate.
Where the late customer was the only account operator on the account(s) of a business that will continue to operate, we will require further documentation from the directors of the company, in addition to the Death Certificate. Please call us to discuss the circumstances.
Sole trader accounts may be closed by completing an Account Closure form, which we will provide to the personal representatives when they send us the Bereavement Notification Form.
If the late customer was an ultimate beneficial owner (UBO) for a business account (including trusts), we will ask for the Death Certificate and any relevant Grant of Representation.

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What happens to a Triodos customer's Impact Fund investments after they have died?

Any Triodos Impact Fund Investments, whether held in an Impact Investment Account or Triodos Stocks and Shares ISA, will need to be sold and the proceeds transferred to a bank account chosen by the executor. Unfortunately, we’re not able to transfer the existing investments to a new investment account or beneficiary at the moment.

Please note that until the Triodos Impact Fund Investments are sold, they will remain invested which means their value may change. With any investment, there’s the risk that you could get back less than initially invested.

ISA accounts will be closed 3 years and 1 day after the date of death, if an instruction to close the ISA has not been received from the representatives of the estate, to comply with HMRC rules.

You can find more information on Triodos Impact Investments, Impact Investment Accounts, and Stocks and Shares ISAs at www.triodos.co.uk/impact-investments.

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I hold a Power of Attorney "jointly" or "jointly and severally". Can more than one attorney be added to an account?

Yes. All the attorneys outlined in the Power of Attorney document can act on the account holder’s behalf.

For attorneys appointed “jointly”, each attorney must complete and send us the Power of Attorney Mandate Form(PDF) before we let any attorney act on the account holder’s behalf.

Attorneys appointed “jointly” must all act together on all matters. Attorneys appointed “jointly and severally” can act either together or individually.

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Do you offer a Third Party Mandate option so someone else can manage my account for me?

We’re aware that many other financial providers offer this as an option in different forms, and with different levels of restrictions on what an appointed third party can do when the mandate is in place.

We stopped offering our own version of this mandate in March 2022. It can lead to issues over safeguarding of a customer’s money when such a mandate is in place. We are reviewing whether we might re-introduce this option in the future.

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What will happen to any Depository Receipts held by a customer who has died?

Depository Receipts (DRs) offer a way to invest directly invest in Triodos Bank. The register is managed on our behalf by an external provider called Captin.

These can only be transferred to a new DR holder, in accordance with the Will. The new DR holder will need to register with Captin and complete a further identity check with them before the DRs can be transferred into their name. Once the DRs have been transferred to the new holder, they can be sold via Captin. The beneficiaries will be able to review their holding with Captin once the transfer is complete.

We will provide more information on this if applicable.

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What if I need emergency cash but I don't have an overdraft?

You have asked me to provide a certified copy of the Power of Attorney document. Who can certify documents for me?

The following people can certify a Power of Attorney document:

The donor (if they have mental capacity) – the donor must write “I certify this is a true and complete copy of the corresponding page of the original lasting power of attorney.” on every page of the copy and on the final page must write “I certify this is a true and complete copy of the lasting power of attorney.”
A solicitor
Post Office – a fee may be charged for using this service
Accountants with a current ‘practicing’ membership, registered with ICAEW, ICAS, CAI, ACCA, CIPFA or CIMA.
A person authorised to carry out notarial activities
Bank staff (must include branch stamp)

Certifiers must clearly write that they have seen the original document. They must also include their full name, profession, business address, phone number and the date they certified the document.

Please note that we must be sent all pages of the certified copy of the document in colour. It must be certified on every page, and must have been certified within the past 3 months.

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A Triodos Bank customer has died outside of the UK, what should I do?

To let us know a customer has died outside of the UK, please call us on 0330 355 0355.

If you are managing the estate, please also:

complete a Bereavement Notification form and send this to us by email or post
send us the original Death Certificate by post (UK death certificates can be sent to us by email).

You may prefer to send certified documents by recorded or tracked delivery to ensure they don’t get lost in the post. But be aware, most delivery companies will charge for this service.

Our address is:
Bereavement Team
Triodos Bank
Deanery Road
Bristol
BS1 5AS
UK

Please read the Bereavement Notification Form for more information. This explains the other documents we need and the next steps in the process.

If you are also a Triodos customer, you may also send us a chat message in Internet Banking.

If probate is required, it must be obtained from the UK as we cannot accept overseas probate documents for funds held here. you may wish to seek legal advice about how to arrange this, as we cannot provide advice on individual circumstances.

When the accounts are closed, the funds will be paid out in pounds sterling. exchange rates and fees may apply if we are asked to pay funds overseas.

I represent a late customer who lived in Scotland / I live in Scotland. Do I need to provide different documents?

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