Bereavement is hard enough – additional stress is the last thing grieving families should face. Yet research from Which? shows that for many executors, navigating banks bereavement services is far from straightforward.
Probate is the legal process of settling a deceased person’s estate and is already an emotionally and administratively demanding responsibility. Executors must apply for probate, settle debts, manage tax obligations, and distribute assets, and each bank has its own approach to things. Which? found that banks often make this already challenging process harder than it needs to be.
The reality for these executors is laid out in this study by Which? who found that one in five executors surveyed described their experience with banks as “difficult”, reporting delays, lost documents, and contradictory advice from staff. For some, these issues directly impacted funeral payments or extended the time it took to settle estates.
Whilst Santander led the way with 80% satisfaction, other banks scored far lower, with HSBC and Barclays leaving many executors frustrated. The gap shows that good bereavement services are possible but that consistency across the industry is lacking.
The Financial Conduct Authority has already cautioned banks against complacency, urging better staff training and clearer processes. End of life charities such as Marie Curie have also called for simpler, more compassionate “sadmin”, death administration that recognises the human impact behind the paperwork.
Behind every statistic is a grieving family trying to do right by their loved one. Delays and errors don’t just cost time and money; they add to emotional strain at an already vulnerable moment. Executors often feel they’re left carrying both the administrative and emotional burden alone.
We offer a range of services that can assist lay executors fulfil their obligations, such as locating missing beneficiaries, undertaking bankruptcy or financial asset searches, or even proving missing beneficiary insurance quotes. with the team to find out how we can help.
