We're here to help at this difficult time
Losing someone is difficult enough without having to resolve complicated financial matters through a complex process. It can feel overwhelming. So at Starling, we try to make it as easy as possible.
We’ve created this guide to let you know what information we’ll need, plus a few other things you might want to consider.
What are the first steps?
When someone dies, their death needs to be registered. You can do this at any registry office, preferably one in the area where the person passed away.
You’ll be issued with a death certificate, which is required by most organisations before settling or discussing the estate.
Where possible, it’s a good idea to request multiple copies of the death certificate (£11 in England and Wales, £8 in Northern Ireland and £10 in Scotland) so these can be provided to any organisations that require a copy. If not, you might find yourself waiting for your copy to be returned.
If the person has died overseas, you can visit the government website to find out how to register the death.
Information correct as of April 2020
Informing Starling about a bereavement
If the person who has died had an account with Starling, please let us know as soon as possible by calling our Customer Service team on 0207 930 4450 or by sending an email to help@starlingbank.com.
To be able to discuss an account with you, we’ll need some specific documentation. Initially, we’ll need:
- The death certificate or coroner’s certificate
- A certified copy* of your photocard driving licence or your passport
- A will, if available (with executors’ details and certified ID). This is important as the will names the executors of the estate of the person who has died. If there isn’t a will, the estate is subject to intestacy rules
These can be emailed to help@starlingbank.com or sent by mail to:
Bereavement Team,
Starling Bank Limited,
3rd Floor,
2 Finsbury Avenue,
London,
EC2M 2PP
Why do these documents need to be certified?
As we don’t have physical bank branches, we’ll need these documents certified to verify that you’re the person in the photo ID.
Where and how can I get the documents certified?
If you already have an appointment to register the death of the customer at another bank or building society, they should be able to certify these documents for you. Alternatively, the following people can certify these documents:
- A councillor
- A minister of religion
- A dentist
- A chartered accountant
- A solicitor or notary
- A teacher or lecturer
The person you ask should not be:
- Related to you
- Living at the same address
- In a relationship with you
Please be aware there may be a charge to certify these documents.
The certification of the document must include the following:
- 'Certified to be a true copy of the original seen by me'
- Signature:
- Date:
- Printed name:
- Occupation:
- Address:
- Telephone number:
Our Specialist Team might need more documentation from you, such as a Grant of Probate, A Letter of Administration or Confirmation. If they are required, we will get in touch to request these.
As it’s difficult to get a document certified during the lockdown we will accept uncertified ID documents or make alternative arrangements as appropriate.
Information correct as of April 2020
What happens after you’ve notified Starling?
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Once you’ve notified us, we’ll freeze any account(s) in the name of the person who has died to prevent any unauthorised spending.
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Once we receive the documentation we need, we’ll inform you if there’s an existing account, arrange for the account balance to be paid to the executor and tell you the next steps.
Please note that we’ll need a Grant of Probate, Letter of Administration or Confirmation (Scotland) if the total of all account balances is above £1,000.
If there’s outstanding borrowing on the account, we may retain or offset the funds with the existing account balances to repay the outstanding funds.
Information correct as of April 2020