Supporting you when it matters

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

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

We'll stop all payments and block access to all of the late customer's Triodos accounts to keep their accounts safe.
We'll 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'll 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'll keep sending important information 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 stay open in the name of the surviving account holder, who can keep using 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.

To let us know that a customer has died, we usually need a copy of the Death Certificate and a completed Bereavement Notification Form(PDF). If the customer only has joint accounts, it isn’t necessary to complete the Bereavement Notification Form.

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

Please complete a Bereavement Notification Form(PDF) and email or post it to us with a copy of the Death Certificate, if available. The form explains any extra documents we may need and the next steps.

If you’re a Triodos customer, you can also tell us via secure chat in your mobile app or Internet Banking. Please include the deceased customer’s full name, date of birth and, if possible, their account number so we can find the right record.

We don’t need a Bereavement Notification Form if the customer only holds joint accounts or for a Business Account that is not a Sole Trader. In these cases, the surviving account holder can tell us via the mobile app or Internet Banking. Or a third party can notify us and provide a copy of the Death Certificate, if available.

You can also call to notify us on 0330 355 0355 or +44 117 9739339 if calling from abroad.

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

There’s no rush to deal with the personal accounts of someone you’ve lost. We appreciate that this can be a very challenging time with lots of things that need to be done. Once you’ve told us that they’ve died, we’ll freeze their accounts to keep them safe. We’ll support you with managing their Triodos accounts as soon as you’re ready.

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

Joint accounts will stay 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 we haven’t received an instruction to close them from the estate’s representatives, 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.

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

The timescales can vary a lot and depend on many things. Applying for Probate, for example, can take a long time and may slow everything down. 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, or whether we’re still waiting for any documents, please get in touch. If you’re a Triodos customer, you can send us a message by clicking ‘Help’ in the app or the chat bubble in Internet Banking.

You can also call us on 0330 355 0355, or +44 117 973 9339 if calling from abroad. Lines are open from 8am–6pm Monday to Friday, and 9am–6pm on Thursdays.

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

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.

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.

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.

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 on 0330 355 0355, or +44 117 9739339 if calling from abroad.
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.

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 by post or email with a copy of the Death Certificate.
Before we can close the accounts, we may ask for a Grant of Letters of Administration to confirm that you have the authority to manage them.
We’ll ask you to upload your identity documents via an electronic identification service. If you’re unable to do this, please call us.
When you’re ready to close the accounts, please complete a Closure Form. We’ll send this to you by post, and you can also download a copy from the website.

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(s), 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) and email or post it to us with a copy of the Death Certificate if available. Alternatively, you can call us on 0330 355 0355 or +44 117 973 9339 if calling from abroad.

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 stays the same. A solicitor should complete the Bereavement Notification Form(PDF) and give their name, company name and contact details. We’ll check the firm and their role, but we won’t ask them for identity documents. If a solicitor is appointed to manage the estate, the solicitor’s firm will carry out customer due diligence, including checking the identity of the representatives or executors. We’ll only ask for verification of these representatives if, when the accounts are closed, the money is being paid into a representative’s account and not into the solicitor’s client account.

If personal representatives or executors have been appointed and have not yet been verified, they’ll need to complete an identity verification check via our secure biometric service with Experian. We’ll send this verification check to them by email, so there’s no need to send ID to us by post, unless they can’t complete the ID steps digitally.

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. Please also be aware that some Depository Receipt holdings and Crowdfunding accounts can only be transferred to a new holder.

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. However, if the customer held a sole trader business account, the Bereavement Notification Form is required.

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.

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.

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 Personal Current Accounts (for daily banking), Personal Savings Accounts 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 all you need to write on the envelope. This is a second class service with no stamp required.

I’d like to get my affairs in order. What can I do to make things easier for others if I become ill, lose capacity or die?

Don’t rely on any “informal” arrangements, even with people you trust most. Never share your account security details with anyone. This includes your mobile app or internet banking login details, debit card PIN, and any telephone security details.
Set up a Power of Attorney as soon as you can while you’re fit and well and able to do so. This gives you the best chance to protect your money and your welfare if you lose capacity. It can also prevent time‑consuming, stressful and expensive court processes where no Power of Attorney is in place. You can read more on our website: https://www.triodos.co.uk/help/supporting-you/power-of-attorney
You don’t have to register it with organisations like banks until it might be needed. But getting it in place and registering it with the OPG (the Office of the Public Guardian) means it’s ready to use when needed.
Make sure you have a Will with executors named and ready to act. This can make things easier for those managing your estate. The Money Helper website from the Money & Pensions Service has lots of advice on later life planning: Putting your financial affairs in order if you get ill or die – making a will and more (moneyhelper.org.uk)
It may help to speak to an independent financial adviser or a later life planner. They can review your current financial situation and advise you on what you might want to put in place now or in the future (for example, a funeral plan or life insurance).
On a practical level, it can really help your loved ones or anyone appointed to look after you if you keep a safe, secure record of your accounts, investments and important assets. This makes it easier for them to contact the right people and organisations when needed.

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 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.

You have asked me to provide certified copies of documents. Who can certify documents for me?

The following people can certify documents for you:

Accountants with a current ‘practicing’ membership, registered with ICAEW, ICAS, CAI, ACCA, CIPFA or CIMA.
Solicitors
Bank staff (must include branch stamp)
Post Office (Please check their website Document Certification Service | Post Office® or with your local branch as they are not able to certify all document types)

Please note a fee may be charged for using any of these services

Certifiers must clearly write that they have seen the original document. For photo ID, they must confirm that the photograph represents a true likeness of the individual. They must include their full name, profession, business address, phone number and the date they certified the document).

Certified copies must be in colour and include the certifier’s original signature. The certification must have been completed within the last 3 months.

Please note that you can request additional official copies of Birth, Marriage or the Death Certificates at the time you obtain the original from the Register Office. You may also request official copies at a later date from the General Register Office: Order a copy of a birth, death or marriage certificate (www.gov.uk).

You may prefer 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.

Our address is:

Bereavement Team
Triodos Bank
Deanery Road
Bristol
BS1 5AS

Alternatively, you can send documents to ‘FREEPOST Triodos Bank’ - this is all you need to write on the envelope. This is a second class service with no stamp required.

I am managing the estate of a customer who has died. How do I close their accounts?

Before the accounts can be closed, we require formal verification of the death (normally a Death Certificate); proof of Legal Representation (such as a Grant of Representation or a Will); and proof of identify and address from the personal representatives. Please read the Bereavement Notification form (download below) for more information. This explains the other documents we need and the next steps in the process.

To let us know about the death of a customer, please:

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

If you are a Triodos customer, you can notify us by sending us a chat message in the app or Internet Banking. Please make sure to provide the deceased customer's full name and account number so that the information is recorded against the correct customer.

If you have any questions, please call us on 0330 355 0355 (or +44 117 973 9339 if calling from abroad).

After you have notified us that they have died, we will provide you with a Closure form to complete. This can be used to close all personal accounts, although some Crowdfunding investments may not be eligible for closure and must be transferred. Please see our FAQ to find out more: What will happen to any Crowdfunding investments held by a customer who has died?

The sale of Depository Receipts may also be restricted; please refer to our Depository Receipts page for up-to-date information, or see our FAQ to find out more: What will happen to any Depository Receipts held by a customer who has died?

Related Downloads:

Bereavement Notification Form(PDF).

How can I register a Power of Attorney with Triodos?

For someone who already has a Triodos account

We need proof of the Power of Attorney before we can let the attorney act on the account holder’s behalf. Please send us:

The original or a certified copy of the Power of Attorney document or Lasting Power of Attorney access code
Power of Attorney Mandate Form(PDF)

To apply for a new account on someone else's behalf

We need proof of the Power of Attorney and a completed application form before we can open the account and let the attorney act on the account holder’s behalf. Please send us:

The original or a certified copy of the Power of Attorney document, or Lasting Power of Attorney access code and the relevant application form.

Application for a Triodos Current Account with a Power of Attorney form(PDF)

Application for a Triodos Ethical Savings Bond with a Power of Attorney form(PDF)

Application for a Triodos Online Saver/Online Saver Plus with a Power of Attorney form(PDF)

Application for a Triodos Online Cash ISA/Fixed rate ISA with a Power of Attorney form(PDF)

How to send us the required documents

You may prefer 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.

Write our full address exactly as shown below on your envelope (appropriate stamp required):

Triodos Bank
Deanery Road
Bristol
BS1 5AS

Alternatively, you can send the required documents by using our freepost address – write it exactly as shown below on your envelope (no stamp required):

Freepost TRIODOS BANK

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

I need to pay Inheritance Tax – can I pay with funds from the late customer’s accounts?

We can release funds from personal accounts to pay Inheritance Tax (IHT) when needed. If you are an administrator or executor, you may request that we pay HMRC directly from the accounts of the customer who has died. This is called the ‘Direct Payment Scheme’.

Before we can release funds for IHT, we require the Death Certificate and a completed IHT423 form. We also require at least one of the legal representatives to have passed our ID checks. You can obtain the form from HMRC – please follow the instructions on the Government website: Pay your Inheritance Tax bill from the deceased's bank account (www.gov.uk).

We will send the payment directly to HMRC, up to the balance of the eligible accounts. We recommend that you review how much is left in the accounts before requesting this.

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.

I hold a Power of Attorney for one of your customers, can I make a data subject request / subject access request?

Yes, so long as we have already received details of the Power of Attorney so that we have proof in place that you are legally entitled to act on our customer's behalf.

You will need to complete the Personal data rights request form below with the details of our customer on whose behalf you are making the request and add a cover letter with your own details (name, address, relationship to the person you are making the request about). We will also need you to enclose proof of your identity. You can contact us for a list of what documents are acceptable for confirming your identity.

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