An update on unreturned 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 use 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.

If you’ve recently made a bereavement claim, or have an ongoing claim, you don’t need to do anything. We’ve now fixed the issue and put in place robust measures to make sure this doesn't happen again.

What happens next

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

We’ll contact you if you’ve been affected. We’ll share more information about this soon.