An update on returning money

We've found that in some cases where a customer’s estate has made a bereavement claim, they didn't receive the full amount owed to them.

This happened because the search process we had used to handle bereavement claims didn’t find all the savings accounts held by someone when they die.

We’re extremely sorry for this error and are working hard to make sure everyone affected is paid what is owed to them. We’ll also make sure that customers’ estates are appropriately compensated.

Response times for current claims

We’ve now made changes to our bereavement claims process to make sure this doesn't happen again. If you’ve recently made a bereavement claim, or have an ongoing claim, you don’t need to do anything.

The new process is more thorough, which unfortunately means it's taking us longer than our standard 14 days to respond to enquiries.

Our current response time for a bereavement enquiry is eight weeks.

We are very sorry about this and are working hard to put things right.

Past and completed claims

We will share more information later in May

If you’ve made a bereavement claim in the past, you don’t need to do anything at the moment.

There is no need to spend money on a claims management company or solicitor.

We’ll contact you if you’ve been affected. We’ll share more information about this later in May.