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Help and advice if a family member, or some close to you passes away

The following information is relevant to AA Personal Loans, AA Credit Cards, AA Mortgages, or AA Savings products, provided by Bank of Ireland UK. Any references to ‘we’, ‘us’ or ‘our’ refer to Bank of Ireland UK.

How we can help

When a family member or someone close to you passes away, it can be an upsetting and difficult time – particularly if you need to sort out their finances. We will do our best to help you with some practical suggestions and useful information.

Getting started
  1. Bereavement Notification
    Please contact us to tell us of the bereavement – we are here to offer you our full support. You can telephone us using the contact numbers provided under the ‘Money’ section and we will aim to give you any information that you may need.
  2. Identification
    If you are the Next of Kin or Personal Representative of the deceased’s Estate, we will need proof of identity from you. This is so that we know who we are writing to and that you are entitled to account details. If you have an account with us, we will only need your account number.
  3. Proof of Death
    We will need a certified copy of the Death Certificate, a certified extract of the Will (if available) naming the Executors and we may need a copy of the Grant of Probate. If there is no valid Will or Executors have not been named in the Will, we will need a certified copy the Letters of Administration.
Certification list: We don’t need you to send us your original documents. Certified copies of your original documents can be obtained from one of the following:

  • Post Office official (UK)
  • Bank or Building Society official
  • FCA registered broker/introducer
  • Justice of the Peace or Commissioner of Oaths / Notary Public
  • Accountant, Solicitor or Barrister
You might be charged a fee depending on who you ask to certify your documents.

Proof of Identity

  • Valid passport
  • EU National Identity Card (photographic)
  • Valid UK Photo card Full/Provisional Driving Licence
  • Electoral ID Card (NI only)
  • Translink Smart and Senior Smart cards for customers over 60 (NI only)
Proof of Address

  • Utility Bill, other than a mobile phone bill, dated within the last 6 months
  • Bank/Building Society/Credit Union/Credit Card/Post Office Accounts Statement dated within the last 6 months
  • Local Authority correspondence
  • Valid UK Photo card Full/Provisional Driving Licence (may only be used for either proof of identity or proof of address, not both)
  • HMRC/Revenue Commissioners correspondence dated within the last 13 months
  • Correspondence from DWP/Benefits Agency/NI Housing Executive Social Insurance documents/Disability Allowance book/Disability Pension book/ROI Pension book

Frequently Ask Questions
Where do I get the Death Certificate?

The Registrar of Births, Deaths and Marriages will issue the Death Certificate once the death has been registered. If you need help, you can find out how to register a death via the General Register Office for England and Wales.

Do I need a solicitor?

If you’re not sure if you need legal assistance to help you deal with the deceased’s Will and Estate, a good place to get free advice and support is the Citizens Advice Bureau. If you need a Solicitor, all accredited Solicitors are listed in The Law Society register.

If there is a Will:

What does an Executor do?

The Executor will find the Will, apply for the Grant of Probate, make funeral arrangements, collect all assets, pay any outstanding debts including any tax owed, and distribute the assets in line with the deceased’s Will.

What is Probate?

Probate is the legal process where the Probate Office of The High Court certifies the authenticity of the Will and allows the Executor to act

If there is no Will:

What does an Administrator do?

If a person dies without making a valid Will, they will have died ’intestate’. An Administrator must be appointed to deal with the Estate (rather than an Executor). In this situation, you may need to speak to a Solicitor to help you determine how the deceased’s Estate should be dealt with.

What are Letters of Administration?

If there is no valid Will, a person who is a Next of Kin can apply to the Probate Office of The High Court to be the Administrator named in Letters of Administration; this will enables them to deal with the deceased’s Estate.

What happens to joint bank accounts?

Any money in a joint bank account transfers to the remaining account holder(s) and isn’t part of the deceased’s account holder’s Estate. The account may continue in the remaining account holder’s name if it’s appropriate – we just need to receive a request for this. The remaining account holder will be responsible for the account until it is closed.

What happens to credit cards?

If the deceased person had a credit card, you may need to consider cancelling any existing direct debits which are on the card. Always ensure the card is kept securely.

What happens to joint mortgages?

The mortgage may be repaid in full or part. If there is a life assurance policy that could reduce or clear the mortgage, the mortgage payments may be postponed until the policy pays out. To discuss this, please call our Mortgage Services Team on 0345 300 8000. If the mortgage is to remain, the mortgage payments must be paid and interest will be added to the account until it’s cleared. If you experience any difficulty in making the payments, please speak to one of our specialists on 0800 169 9722 to discuss possible options. Ultimately, you may want to talk to an FCA authorised financial advisor to consider your options.

What happens to trust accounts?

If the deceased person held a trust account and you are a beneficiary, we recommend that you get independent financial and/or legal advice.

What happens to standing orders and direct debits?

Any standing orders or direct debits will be returned unpaid once we’ve been told the account holder has passed away. To do this you will need to contact all the firms that have a direct debit linked to the deceased’s bank account.

What happens with interest charges on loans or mortgages?

Interest won’t be charged on unsecured debts like credit cards and unsecured fixed rate personal loans. However, secured debts like mortgages or secured personal loans will continue to accrue interest charges until the Estate is finalised and the loan is repaid or refinanced.

How long will it take to settle a deceased person’s finances?

The time needed to finalise your dealings with us can vary considerably. We will work with you to do this as quickly as possible.

What is safe custody?

In the past we provided a service to keep items securely. This is called keeping items in safe custody or safe keeping. We can carry out a search to find out if the person who has died had anything held in safe custody. We will not know the contents of the safe custody packet.
We cannot release any items in safe custody until the Grant of Probate or Letters of Administration have been granted. If you know that there are items in safe custody, you will need to apply for Probate in order to get them. If the item that is in safe custody is the original Will, this will be released to the Executor or Administrator.

What do I do if AA Financial Services is still sending mail?

It is normal to receive a final statement for any transaction account once it’s been finalised, showing a nil balance. If you continue to receive mail in the deceased customer’s name beyond this point, please telephone us.
We've put together these useful links to help you find the support you need when dealing with bereavement:
Contact Us
Credit Cards – 0345 600 5606
Loans – 0345 266 0124
Mortgages – 0345 300 8000
Savings (ISA) – 0333 220 5069
Savings (Non-ISA) – 0345 266 0001