Support

It’s important that you let us know of changes to important information such as your name, address, telephone number or email address. You can let us know about any changes in the following ways:

If you have an account that is operated by our branch team, then you can simply pop into your local branch. Please bring your passbook, another form of identification and evidence to confirm the changes.

How does my move abroad affect my account?

You must tell us of this change in circumstance straight away so that we can help you manage your account.

If you have an easy access or notice account, we won’t be able to accept any further deposits into it and you won’t be able to open any new accounts with us.

If you have a fixed rate account you’ll be able to open another account offered by us when your account is due to mature from the maturity options available and then transfer your savings to that account upon maturity. However, you'll not be able to add any additional funds to that account or open any new accounts with us that you see on our website or in our branches.

You can review our savings general terms and conditions.

We're continuing to monitor any impact of the UK’s withdrawal from the EU and are here to support you if you're affected by any changes.

If you plan to move to any of the following countries, you'll no longer be eligible to save with us and the account(s) will need to be closed:

• Netherlands

Please contact us, if the above applies to you. We want to make this process as easy as possible so please be assured we’re here to help.

If we do need to make any changes to our products or the way we service any of our non-UK resident customers, we’ll be sure to contact you and give you as much notice as possible.

If we increase or add a charge, we’ll notify you personally at least 30 days before the charge comes into effect.

If you think you may have lost or forgotten about a Kent Reliance account, here is some information about what you should do and how we'll do our best to help you.

If you think you’ve lost track of or forgotten an account with us, we’ll help you to trace your money.

Where there has been no customer initiated transactions (e.g. withdrawal, deposit or maturity instruction (if applicable) on your account for a continuous period of 6 years or more, we may mark your account as inactive. We may at our discretion mark an account as ‘Gone Away’ if on more than two occasions items of post are returned to us.

We stop sending letters and statements to inactive accounts, to avoid the risk of personal information being sent to the wrong address.

If an account of yours has been marked as inactive we'll need to confirm your identity (ID). This is to prevent fraud and to protect your money.

In the case where the account holder has died, we’ll have to confirm both the ID of the person claiming the funds, and that they have a legal right to the funds – for example, they may be an executor of the estate.

When the ID checks have been carried out successfully, the account funds can be released, together with accrued interest. In all cases, the funds in the account remain the property of the account holder or, in the case of death, their estate.

If you think you have any account with us that may have been flagged dormant, inactive or ‘gone away’, please complete our form to reclaim lost funds to begin the process of recovering the funds. Once completed, you can return the form to us by post at the address below:

OneSavings Bank
Sunderland
SR43 4AB

For new online services customers, easily access answers and solutions to all your account and login-related concerns here.

If you’re an online legacy, branch or postal customer, please visit register for online services for further information.

If you’ve lost someone, it may be a struggle to know what steps you need to take next. We’ve provided information below to help you through this difficult time. If you have any additional questions about our bereavement process, or if you need support, please get in touch.

Please note this information is for savings customers only. If you’re a mortgage customer, please click here.

With you every step of the way

There can be a lot to think about when you lose someone close to you. That’s why we’ve put together an overview of the important things you need to consider during this difficult time.

Step 1

Registering a death

Every death must be registered at the local registry office. This must be done within five days (eight days in Scotland), unless it has been referred to the coroner.

This is a legal requirement and the registrar provides a formal record of death (a death certificate).

What do I need to be able to register the death?

You’ll need to take the following documents/information with you when registering the death.

Personal information about the deceased (please see the checklist in the ‘Who to contact’ section to assist with this).

Medical certificate – this certificate is free and should be provided by a GP or doctor; or

Coroner’s certificate – in certain circumstances a death has to be investigated by the coroner.

The registrar won’t charge for issuing the death certificate. You may want to think about buying extra official copies of the death certificate, as this can be helpful when dealing with the deceased’s estate.

Step 2

Arranging the funeral

Contact a funeral director to begin making arrangements. Most funerals are arranged and take place within a week or two following death. It’s important to say goodbye. Funerals can be expensive, so it’s worth checking to see if a prepaid funeral plan or life insurance policies exist that may help to cover the cost. If there are sufficient funds in the deceased’s Kent Reliance account(s), these can be used to cover the funeral costs without having to wait for the Grant of Probate to be issued. These funds will be sent directly to the funeral directors.

Step 3

Is there a will?

If there’s a will, it may be held with a solicitor, or at the deceased’s home. A will explains what should happen to the deceased’s estate. It’s their last wishes as to what happens with their assets and funeral arrangements. If there’s a will, it names the executor(s) chosen by the deceased to deal with their estate.

If there isn’t a will

Where the deceased has not left a will, their estate will be dealt with under the laws of intestacy. These laws set out who should deal with and benefit from the estate; this will usually be the next of kin. In some cases, “Letters of Administration”, issued by the Probate Registry will need to be applied for. This document authorises the appointed administrator to deal with the deceased’s estate. We suggest you contact your local Citizens Advice Bureau or solicitor if you require further support with this.

A Grant of Probate or Letters of Administration can also be called a ‘Grant of Representation’.

Throughout this page we’ve assumed that if one is required, the deceased representative will apply for a Grant of Probate. However, there may be cases where Letters of Administration will need to be applied for.

Step 4

Who to contact

When you register the death, the registrar will direct you to the government service ‘Tell Us Once’, which can be found at gov.uk/after-a-death/organisations-you-need-to-contact-and-tell-us-once; this enables you to contact various government departments in one go. This service is offered by most local authorities in England, Wales and Scotland, except Northern Ireland.

If the service isn’t offered by your local authority, then you may need to notify the following:

• HM Revenue and Customs (HMRC)
• The Department for Work and Pensions (DWP)
• HM Passport Office (HMPO)
• Driver and Vehicle Licensing Agency (DVLA)
• Local council

You may also have to inform other organisations. These could be legal, financial and social organisations that need to be informed as soon as possible.

Organisations you may need to contact:

• Banking and Building society providers
• Mortgage provider, landlord or local authority
• Royal Mail (for post redirection)
• Utility companies (water, gas, electric and phone)
• TV licensing and broadband companies
• Any clubs
• Dentists, doctors, hospitals or opticians
• Local church or regular place of worship
• Charities and/or care homes

To make sure that there are as few complications as possible in the notification process, it’s important to gather as much of the following information as you can about the person who has died.

We’ve created a checklist to simplify matters for you: Download checklist

Step 5

Manage the estate

The first step to valuing the estate is to identify the assets and liabilities of the deceased. Liabilities could include personal loans, credit cards, hire purchase agreements, outstanding tax, etc. Assets could include property (less any mortgage), value of personal belongings, shares and monies that are held with other banks or building societies. Any assets will need to be valued in order to distribute the deceased’s estate and if appropriate, to obtain a Grant of Probate.

Grant of Probate

A Grant of Probate is an official legal document which gives the authority to the deceased’s executors to act on behalf of the deceased when dealing with their estate. In Scotland, this is known as Grant of Confirmation.

Steps to take when applying for Grant of Probate

Once you’ve assessed the value of the estate and paid any required inheritance tax, the Grant of Probate will be issued. To apply for a Grant of Probate, a probate application form (PA1) must be completed. This can be downloaded from the HM Courts and Tribunals Service website at gov.uk. The completed application form can be submitted by post or via the government’s website. You can either choose to do this yourself or you can obtain the help of a solicitor.

Once you’ve completed the form and we’ve received evidence of the death we’ll be able to update our records. If you hold accounts on both of our Online Services systems, we'll ensure the records are updated on both. From this point, we won’t send any further correspondence to the deceased customer. We won’t be able to accept any further deposits into the deceased’s Kent Reliance account(s) (If any payments are received after the death has been registered with us, we'll return the funds to the originating account). If the account is held in joint names, we can continue to accept deposits on behalf of the remaining account holder. If you do write to us, please include your address and contact number.

Please note

• If the deceased funds are held in a fixed term bond, ISA or notice account, there will be no loss if interest applied to the closure of account.

• Interest will continue to accrue until the account is closed

• The account will stay open until we receive appropriate documentation to close it

• For joint accounts, ownership will transfer to the other account holder(s)

• If the deceased held an ISA with us the surviving spouse/civil partner may be eligible to take part in the Additional Permitted Subscription (APS) ISA scheme. Kent Reliance do not currently offer APS ISA accounts however you're able to transfer the allowance to another provider if they accept them.

Once all of the required documents have been received and payments made following the instructions on the Deceased customer account(s) closure form we’ll close the deceased’s account. Please see below for further details.

Please note

We can only release funds to the Personal Representative(s) or solicitor dealing with the estate as mentioned on the Deceased customer account(s) closure form.

Certain validation checks may need to be made by us if the funds are to be transferred to another bank or building society.

For balances up to £149.99

If the account balance is below £149.99 (including unpaid pending interest), it can be closed by providing the death certificate and the completed Deceased customer account(s) closure form.

Exceptions

We can make certain payments from the deceased account before we receive the Grant of Probate (if appropriate) or the completed Deceased customer account(s) closure form. These are:

• Funeral costs - once we have been provided with the funeral directors’ original invoice, arrange payment directly to the funeral director to cover these costs.

• Inheritance Tax - once we have been provided with a completed IHT423 form, we’ll arrange for a bank transfer to be made to HMRC for the amount of tax due. Once completed, we’ll send confirmation of the payment to the person dealing with the estate. Please submit a separate form for each account. An IHT423 can be downloaded from the HMRC website.

Step 6

Seeking further help

Below is a list of other organisations you can contact that provide specialist financial and emotional support to people who’ve been bereaved.

 

We’re here to help

We hope that this has provided you with the essential information you may need. However, if you’d like someone to walk you through the steps you need to take in person, please let us know and we’ll do what we can to help. If you still have some questions or would like clarification on any of the information provided, please don’t hesitate to get in touch.

Planning for the future

While none of us want to think about a time when we might need support to manage our affairs, having a power of attorney in place can make things much easier if that time comes.

This guide explains how you go about appointing someone to make decisions on your behalf, the different types of power of attorney, and how to register one to help you manage your account.

What is a power of attorney?

A power of attorney is a legal document that lets you select one or more trusted people to help you make decisions or to make decisions on your behalf.

There are a number of different types of power of attorney, so we recommend you seek advice on whether obtaining a power of attorney is the right option for you and, if so, which type would be best suited to your particular circumstances.

Please note, a power of attorney can be created with or without a solicitor. Even if you don't use a solicitor there will be a fee to register the power of attorney.

Why would you need to appoint an attorney?

There could be a number of reasons why you might need help managing your account or other financial affairs. You may want to ensure bills are paid whilst you're in hospital, or you may want to ensure your finances are looked after if you’ve been diagnosed with a long-term illness or disability.

Types of power of attorney

Lasting Power of Attorney (LPA) - There are two different LPAs: one for financial matters and one for health and care decisions. The LPA for financial and property decisions is the one we'll need to allow an attorney to help you manage your savings accounts with us. A financial LPA can be used by an attorney as soon as it’s registered as long as you give permission for this in the instructions of the LPA. If you want, you can also state the LPA is only to be used if you lose mental capacity. You can find out more about registering an LPA at www.gov.uk/government/organisations/office-of-the-public-guardian.

Enduring Power of Attorney (EPA) – this is an old form of power of attorney used for financial decisions. If you created one before October 2007, it’s still valid – but you can’t create a new one. For any new applications, you’d need to use an LPA.

Ordinary Power of Attorney (OPA) - For extra support during temporary situations, for example when travelling or during a planned hospital stay, there’s also an OPA. This is used for financial decisions and is only valid while both parties still have mental capacity, so it’s not an alternative to an LPA.

Who can be my attorney?

An attorney takes on a serious responsibility for making decisions for someone else. The person you choose to appoint as your attorney should be someone you completely trust. They must be over the age of 18 and have the mental capacity to make their own decisions. This could be a partner, relative, a friend or a professional e.g. a solicitor. Depending on whether you need to appoint an attorney on a temporary or long-term basis, there are a number of factors you should consider, such as:

• How well they look after their own financial affairs;
• How well you know them;
• If you trust them to make decisions in your best interests; and
• How happy they’ll be to make decisions for you.

Does marriage or civil partnership mean I’ve automatically got a power of attorney in place?

If you’re married or in a civil partnership, you may have assumed that your spouse or partner would automatically be able to deal with your bank account and pensions if you lose the ability to do so. This is not the case. Without a valid power of attorney, they won’t automatically have authority or access.

If there comes a time when you can't make your own decisions and there isn't an LPA in place, this may involve the Court of Protection. This can be a timely and costly process.

Find out more at www.gov.uk/courts-tribunals/court-of-protection

Further information

For further advice and information, contact a solicitor, your local Citizens Advice Bureau or the Office of the Public Guardian. We’ve listed some useful contact details below:

MAKE, REGISTER OR END A POWER OF ATTORNEY

Report safeguarding concerns

OFFICE OF THE PUBLIC GUARDIAN (ENGLAND AND WALES)

Help finding a solicitor

THE LAW SOCIETY (ENGLAND AND WALES)

Additional support organisations

AGE UK

ALZHEIMER’S SOCIETY

SOLICITORS FOR THE ELDERLY

We recognise that certain customers are at greater risk of poor outcomes when dealing with their finances and vulnerability can arise for a wide range of reasons.

No matter what support you need, or situation you’re facing, we’re here to help in any way we can. We know there’s no one-size-fits-all approach, so we’ll take the time to understand your needs and respond with sensitivity, respect and compassion.

Here are just some of the ways we’re committed to supporting our customers:

• We promise to remain open and approachable, and to listen and respond to our customers with sensitivity and respect
• We’ll treat every customer as an individual and do everything we can to understand and support their needs
• Our policies, products and services will be regularly reviewed and updated, to help improve the overall customer experience
• Our colleagues will be provided with the skills and training they need to support all customers
• Our communications will remain clear, accessible and easy to understand
• If further help is needed, we’ll signpost to other relevant organisations, such as charities and advice services

Ways we can help

How we have set up our Kent branches:

• All branches have a power-assisted or automated entrance door.
• All branches are level access or have wheelchair ramps
• We welcome all assistance dogs
• We provide seating areas
• All branches have a low level counter or separate desk
• Private office spaces
• Induction loop (At least one counter with an induction loop as well as a portable induction loop to use in other areas of the branch.)
• We have removed the dark flooring from some of our branches
• In some branches we support the use of toilet passes.

Equipment available in our branches:

If you find it hard to use your hands, sign your name or read information, these are some things that may help. Just ask one of our branch team:

• magnifiers
• Weighted pens
• Signature guides
• Reading glasses
• clipboards
• Coloured acetate sheets. Some colours are held in branch and others can be ordered
• Yellow printing paper
• Portable chairs

All our branches offer appointments subject to availability. To book an appointment in one of our private meeting rooms you can call our customer service team and request for a member of your nearest branch to call you and arrange an appointment.

Don’t see a support that helps your situation? let us know in person or over the phone to discuss alternative arrangements.

To find you nearest branch click here to use our branch finder.

Power of attorney

To find out what steps you need to take to register a Power of Attorney to an account, please go to our power of attorney page.

Bereavement help and support

There can be a lot to think about when you lose someone close to you. That’s why we’ve put together an overview of important things you need to consider during this difficult time.

Protecting yourself against fraud and scams

In our guide to fraud and scams you can learn how to spot a scam and keep your money safe, as well as know the risks, look out for the tell-tale signs, and have peace of mind when managing your finances.

Support with financial difficulty

We understand the worry and concern you may face if you’re having difficulties in meeting your mortgage repayments. Our financial difficulties support page explains what we can do to assist you and steps you can take to help yourself.

Third party authority

If you need to appoint a third party to discuss your account with us, please get in touch.

External resources

Financial abuse

If you’ve been a victim of financial abuse, UK Finance’s “It’s your money” guide provides information on what support is available to you.

Further support and advice

We’ve compiled a list of organisations who have the expertise, skills and knowledge and provide the support or advice you might need.

Download our guide here

Power of attorney

To find out more information about a power of attorney, please visit https://www.gov.uk/power-of-attorney

How to contact us

If you have any questions or concerns about any aspect of managing your account, or want to speak to someone about any extra support you need, there are a variety of ways you can contact us:

• To speak to someone in confidence, please get in touch
• Write to us at OneSavings Bank, Sunderland, SR43 4AB
• Email us - Please only use email for general enquiries or to request a call back. As email isn't a secure channel, please don't include any sensitive or financial information in any messages you send. Please visit our Protecting yourself against fraud and scams page for more information.
• Alternatively, if you’re an existing customer with an online account, you can contact us using secure message.
• For savings customers, you can visit us in one of our branches.

The details you provide to us will be used sensitively to help us support you with managing your account and in line with our privacy notice. We’ll be happy to answer any questions you have about how we process your personal information when you contact us.

Using our website

Improving our website accessibility is an ongoing priority for us, to ensure we keep up to date with website standards and enhancements in technology. Please tell us if you’re experiencing any difficulties through your preferred communication method with us.

Accessible documents

We can produce large print, audio and Braille versions of our documents if required. Using the contact details above, just let us know which version is best for you.

At Kent Reliance we’re committed to giving you the best service at all times. However, if we don’t deliver the standard of service you expect, or if we make a mistake, we need to know so we can put things right. So if you’re unhappy with any aspect of our service, please tell us. We'll investigate the situation and set about putting it right as quickly as we can.

To make it as easy as possible for you, you can find the information on this page on a PDF called How we'll put things right:

• For Savings customers click here to view the PDF

• For Mortgages customers click here to view the PDF

How to make a complaint

You can telephone, write or send an email* (please include your account number and a daytime contact number) detailing your complaint to our head office.

Opening times
Monday - Thursday 8am - 7pm
Friday 8am - 6pm
Closed weekends and Bank Holidays

^* Please only use email to request a call back. As email isn't a secure channel, please don't include any sensitive or financial information in addition to your account number and telephone number in any messages you send.

What happens next?

We aim to resolve all complaints by the close of three working days after the date the complaint is received. If this isn’t possible, we’ll send you a written acknowledgement confirming your complaint has been received, together with full details of the person who is handling it.

In exceptional cases we may require up to eight weeks, or 35 working days for some complaints about electronic payments, to fully investigate your complaint and issue you with our final response.

If you’re still not satisfied or if eight weeks have passed since you first raised your complaint with us, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). We’ll send you instructions of how to do so at that point.

We subscribe to the Financial Ombudsman Service

The Financial Ombudsman Service (FOS) provides consumers with a free independent service for resolving disputes with financial organisations.

The FOS will only investigate a case when the financial institution has had the opportunity to put things right. They allow Kent Reliance up to eight weeks to deal with your complaint. If you're still not satisfied, you must take your complaint to FOS no later than six months from the date of our final response letter.

Visit the FOS website for more information on complaint eligibility and how to take a complaint to them. Their address is:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
T: 0800 023 4567
E: complaint.info@financial-ombudsman.org.uk

Important notice: Our customer portal is no longer available as part of our ongoing improvements to our products and services. Please submit your application via email. If you need support or access to your information, our team are here to help: mail@krbs.com or 03456 717274 (We're not authorised to provide advice).

As a valued Kent Reliance mortgage customer, we're delighted to offer you access to our choices mortgage scheme.

The Kent Reliance mortgage choices scheme rewards existing customers with a new mortgage deal that requires no valuation or underwriting assessment and is quick and easy to apply for.

If you don't know when your current Kent Reliance mortgage deal is coming to an end, don't worry, we'll contact you before your deal expires to notify you of your choices.

If you’re an existing Kent Reliance customer then you can select your new deal yourself or through your mortgage broker.

We offer products on an eligibility basis alone and don’t offer advice, so if you need advice please contact your mortgage broker or find one at unbiased.co.uk.

Contact us by phone

If you're currently on our standard variable rate, you can contact our mortgage servicing team on 0345 671 7274* for information.

For other mortgage enquiries, you can contact us on 0345 122 0033.*

Lines are open: Monday-Friday 9am-5pm, (Closed on weekends and bank holidays).

*For customer service and training purposes, calls with Kent Reliance may be monitored and/or recorded. We can only provide information about our products and services and we cannot give advice.

Haven't found what you're looking for?

If you're looking for other options such as notifying us that you're moving home or hoping to make an overpayment, then please see our mortgages page.

Supporting you through bereavement

If you’ve lost someone, it may be a struggle to know what steps you need to take next. The information provided is there to assist you through this difficult time. If you need any further support with our bereavement process, please get in touch. If you’d prefer a face-to-face conversation then visit your local branch and our team will be there to help you in the best way possible.

Please note that the information below is intended for savings customers only. If you’re a mortgage customer and you’re looking for additional information, please click here.

With you every step of the way

There can be a lot to think about when you lose someone close to you. That’s why we’ve put together an overview of important things you need to consider during this difficult time.

Step 1

Registering a death

Every death must be registered at the local registry office. This must be done within five days (eight days in Scotland), unless it has been referred to the coroner.

This is a legal requirement and the registrar provides a formal record of death (a death certificate).

What do I need to be able to register the death?

You’ll need to take the following documents/information with you when registering the death.

Personal information about the deceased (please see the checklist in the ‘Who to contact’ section to assist with this).

Medical certificate – this certificate is free and should be provided by a GP or doctor; or

Coroner’s certificate – in certain circumstances a death has to be investigated by the coroner.

The registrar won’t charge for issuing the death certificate. You may want to think about buying extra official copies of the death certificate, as this can be helpful when dealing with the deceased’s estate.

Step 2

Arranging the funeral

Contact a funeral director to begin making arrangements. Most funerals are arranged and take place within a week or two following death. It’s important to say goodbye. Funerals can be expensive, so it’s worth checking to see if a prepaid funeral plan or life insurance policies exist that may help to cover the cost. If there are sufficient funds in the deceased’s Kent Reliance account(s), these can be used to cover the funeral costs without having to wait for the Grant of Probate to be issued. These funds will be sent directly to the funeral directors.

Step 3

Is there a will?

If there’s a will, it may be held with a solicitor, or at the deceased’s home. A will explains what should happen to the deceased’s estate. It’s their last wishes as to what happens with their assets and funeral arrangements. If there’s a will, it names the executor(s) chosen by the deceased to deal with their estate.

If there isn’t a will

Where the deceased has not left a will, their estate will be dealt with under the laws of intestacy. These laws set out who should deal with and benefit from the estate; this will usually be the next of kin. In some cases, “Letters of Administration”, issued by the Probate Registry will need to be applied for. This document authorises the appointed administrator to deal with the deceased’s estate. We suggest you contact your local Citizens Advice Bureau or solicitor if you require further support with this.

A Grant of Probate or Letters of Administration can also be called a ‘Grant of Representation’.

Throughout this page we’ve assumed that if one is required, the deceased representative will apply for a Grant of Probate. However, there may be cases where Letters of Administration will need to be applied for.

Step 4

Who to contact

When you register the death, the registrar will direct you to the government service ‘Tell Us Once’, which can be found at gov.uk/after-a-death/organisations-you-need-to-contact-and-tell-us-once; this enables you to contact various government departments in one go. This service is offered by most local authorities in England, Wales and Scotland, except Northern Ireland.

If the service isn’t offered by your local authority, then you may need to notify the following:

• HM Revenue and Customs (HMRC)
• The Department for Work and Pensions (DWP)
• HM Passport Office (HMPO)
• Driver and Vehicle Licensing Agency (DVLA)
• Local council

You may also have to inform other organisations. These could be legal, financial and social organisations that need to be informed as soon as possible.

Organisations you may need to contact:

• Banking and Building society providers
• Mortgage provider, landlord or local authority
• Royal Mail (for post redirection)
• Utility companies (water, gas, electric and phone)
• TV licensing and broadband companies
• Any clubs
• Dentists, doctors, hospitals or opticians
• Local church or regular place of worship
• Charities and/or care homes

To make sure that there are as few complications as possible in the notification process, it’s important to gather as much of the following information as you can about the person who has died.

We’ve created a checklist to simplify matters for you: Download checklist

Step 5

Manage the estate

The first step to valuing the estate is to identify the assets and liabilities of the deceased. Liabilities could include personal loans, credit cards, hire purchase agreements, outstanding tax, etc. Assets could include property (less any mortgage), value of personal belongings, shares and monies that are held with other banks or building societies. Any assets will need to be valued in order to distribute the deceased’s estate and if appropriate, to obtain a Grant of Probate.

Grant of Probate

A Grant of Probate is an official legal document which gives the authority to the deceased’s executors to act on behalf of the deceased when dealing with their estate. In Scotland, this is known as Grant of Confirmation.

Steps to take when applying for Grant of Probate

Once you’ve assessed the value of the estate and paid any required inheritance tax, the Grant of Probate will be issued. To apply for a Grant of Probate, a probate application form (PA1) must be completed. This can be downloaded from the HM Courts and Tribunals Service website at gov.uk. The completed application form can be submitted by post or via the government’s website. You can either choose to do this yourself or you can obtain the help of a solicitor.

Informing Kent Reliance when a customer dies

When it comes to informing us of the death of a customer, we want to provide as straightforward a process as possible. You can let us know as soon as possible of the death by contacting us here.

Once we've been notified, we can let you know what the next steps are and we'll take the appropriate action to safeguard the funds.

What we’ll need from you

The first thing you’ll need to do is provide us with the original, an official or certified copy of the death certificate or coroner’s certificate. These will be returned to you. Please note, whilst the original death certificate can be taken into your local branch, we don’t advise you send these in the post. We recommend you send through the post either an official copy or a copy certified by a solicitor.

Once you’ve completed the form and we’ve received evidence of the death we’ll be able to update our records. From this point, we won’t send any further correspondence to the deceased customer. We won’t be able to accept any further deposits into the deceased’s Kent Reliance account(s) (If any payments are received after the death has been registered with us, we'll return the funds to the originating account). If the account is held in joint names, we can continue to accept deposits on behalf of the remaining account holder. If you do write to us, please include your address and contact number.

Please note

• If the deceased funds are held in a fixed term bond, ISA or notice account, there will be no loss if interest applied to the closure of account.

• Interest will continue to accrue until the account is closed

• The account will stay open until we receive appropriate documentation to close it

• For joint accounts, ownership will transfer to the other account holder(s)

• If the deceased held an ISA with us the surviving spouse/civil partner may be eligible to take part in the Additional Permitted Subscription (APS) ISA scheme. Kent Reliance do not currently offer APS ISA accounts however you're able to transfer the allowance to another provider if they accept them.

The next steps will depend on the total balances held with us.

What we need if there’s a Grant of Probate

Once probate has been granted, we’ll need to see either the original, official copy or certified copy of the Grant of Probate and be provided with a completed Deceased customer account(s) closure form. In normal circumstances, these documents can be provided to us by sending them through the post or by visiting your local branch. We’ll then take copies and return the documentation to you. We recommend you do not send the original Grant of Probate through the post.

Documents we'll need from you to close the deceased customer’s account(s)

*Please note, if the total balance of the deceased’s account(s) was £35,000.00 or above as at the date of death but has since fallen below, we'll still require a grant of probate/letters of administration to close the account.

**If we have previously had sight of the death certificate, we'll not need to see it again when closing the account.

Once all of the required documents have been received and payments made following the instructions on the Deceased customer account(s) closure form we’ll close the deceased’s account. Please see below for further details.

Please note

We can only release funds to the Personal Representative(s) or solicitor dealing with the estate as mentioned on the Deceased customer account(s) closure form.

Certain validation checks may need to be made by us if the funds are to be transferred to another bank or building society.

We’ll require a recent bank statement or voided cheque to confirm the bank account details mentioned on the Deceased customer account(s) closure form. Alternatively, a cheque can be made payable to the Personal Representative(s) or solicitor and sent to the address provided on the Deceased customer account(s) closure form.

For balances up to £149.99

If the account balance is below £149.99 (including unpaid pending interest), it can be closed by providing the death certificate and the completed Deceased customer account(s) closure form.

Exceptions

We can make certain payments from the deceased account before we receive the Grant of Probate (if appropriate) or the completed Deceased customer account(s) closure form. These are:

• Funeral costs - once we have been provided with the funeral directors’ original invoice, arrange payment directly to the funeral director to cover these costs.

• Inheritance Tax - once we have been provided with a completed IHT423 form, we’ll arrange for a bank transfer to be made to HMRC for the amount of tax due. Once completed, we’ll send confirmation of the payment to the person dealing with the estate. Please submit a separate form for each account. An IHT423 can be downloaded from the HMRC website.

Step 6

Seeking further help

Below is a list of other organisations you can contact that provide specialist financial and emotional support to people who’ve been bereaved.

 

We’re here to help

We hope that this has provided you with the essential information you may need. However, if you’d like someone to walk you through the steps you need to take in person, please let us know and we’ll do what we can to help. If you still have some questions or would like clarification on any of the information provided, please don’t hesitate to get in touch. Please get in touch or visit your local branch and our team will support you in the best way possible.

Fees and charges

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Variable Fees - Third Party charges

We do not determine Third Party charges and the amounts can vary. If these apply to your mortgage with us, we’ll give you reasonable notice, stating the amount of the fee, the nature of the works covered by it, and the date on which we’ll add the fee to your mortgage.

Planning for the future

While none of us want to think about a time when we might need support to manage our affairs, having a power of attorney in place can make things much easier if that time comes.

This guide explains how you go about appointing someone to make decisions on your behalf, the different types of power of attorney and how to register one to help you manage your account.

What is a power of attorney?

A power of attorney is a legal document that lets you select one or more trusted people to help you make decisions or to make decisions on your behalf.

There are a number of different types of power of attorney, so we recommend you seek advice on whether obtaining a power of attorney is the right option for you and, if so, which type would be best suited to your particular circumstances.

Why would you need to appoint an attorney?

There could be a number of reasons why you need help in managing your account or other financial affairs. You may want to ensure bills are paid whilst you're in hospital, or you may want to ensure your finances are looked after if you’ve been diagnosed with a long-term illness or disability.

Types of power of attorney

Lasting power of attorney (LPA) - There are two different LPAs: one for financial matters and one for health and care decisions. The LPA for financial and property decisions is the one we'll need in respect of managing your savings accounts with us. A financial LPA can be used by an attorney as soon as it’s registered as long as you give permission for this in the instructions of the LPA. You can also opt for the LPA to only be used if you lose mental capacity. You can find out more about registering an LPA at www.gov.uk/government/organisations/office-of-the-public-guardian.

Enduring power of attorney (EPA) – this is an old form of power of attorney used for financial decisions. If you created one before October 2007, it’s still valid – but you can’t create a new one. For any new applications an LPA would need to be used instead. 

For extra support during temporary situations, for example when travelling or during a planned hospital stay, there’s also an Ordinary power of attorney (OPA). This is used for financial decisions and is only valid while both parties still have mental capacity, so it’s not an alternative to an LPA.  

A power of attorney can be created with or without a solicitor. Even if you don't use a solicitor there will be fee to register the power of attorney.

Who can be my attorney?

The role of the attorney is a vital one which involves a serious responsibility for making decisions for someone else. The person you choose to appoint as your attorney should be someone you completely trust. They must be over the age of 18 and have the mental capacity to make their own decisions. This could be a partner, relative, a friend or a professional e.g. solicitor. Depending on whether you need to appoint an attorney on a temporary or long-term basis, there are a number of factors you should consider, such as:

• How well they look after their own financial affairs;
• How well you know them;
• If you trust them to make decisions in your best interests; and
• How happy they’ll be to make decisions for you.

Registering your power of attorney with Kent Reliance

Please be aware that by registering an operator to support managing your accounts, online access will no longer be available to any account holders named or any operator(s) who have been registered.

To enable us to validate your power of attorney, you or your attorney will need to provide the following documentation. You can do this by visiting one of our Kent Reliance branches or by posting to One Savings Bank, Sunderland, SR43 4AB. We'll return any original or certified copies to you.

Power of Attorney document

• The original or certified copy of the power of attorney (we’ll require a power of attorney which specifically deals with financial and property affairs); Or
• If your lasting power of attorney was registered on or after 1 January 2016, you can provide us with an LPA access code. (Access codes are 13 characters long and start with a V)

Identification documents

• Personal identification for the attorney(s) being added to your account (proof of name and address); and
• Proof of your account (for branch-based accounts please provide your passbook).

What if I haven’t made a power of attorney?

If you’re married or in a civil partnership, you may have assumed that your spouse would automatically be able to deal with your bank account and pensions if you lose the ability to do so. This is not the case. Without a valid power of attorney, they won’t have the authority or access.

If there comes a time when you can't make your own decisions and there isn't an LPA in place, this may involve the court of protection. This can be a timely and costly process.

Find out more at www.gov.uk/courts-tribunals/court-of-protection

Further information

For further advice and information, contact your solicitor, local Citizens Advice Bureau or the Office of the Public Guardian.

We’ve listed some useful contact details below:

Make, register or end a power of attorney
www.gov.uk/power-of-attorney

Report safeguarding concerns to:
Office of the Public Guardian (England and Wales)
www.gov.uk/government/organisations/office-of-the-public-guardian
Email: opg.safeguardingunit@publicguardian.gov.uk
Call: 0115 934 2777
Text phone: 0115 934 2778
Lines are open Monday to Friday, 9.30am to 5pm
Wednesday, 10am to 5pm

Age UK
www.ageuk.org.uk
Call: 0800 169 2081

Alzheimer’s Society
www.alzheimers.org.uk
Call: 0300 222 1122

The Law Society (England and Wales)
www.lawsociety.org.uk/findasolicitor
Call: 0207 320 5650

Solicitors for the Elderly
www.solicitorsfortheelderly.com
Call: 0844 567 6173

I’m struggling to pay my mortgage

We know it can be hard to talk about your finances but if you’ve missed a payment - or think you might miss one - we’re here to help you.

We have a fully trained and experienced team who will work with you to understand your circumstances and find a manageable solution.

We can also signpost you to free impartial advice if you need further support.

Your mortgage is a priority debt, so if you’re worried you could miss a payment, then contact us as soon as possible so we can provide early assistance. If you have a representative who supports you with managing your finances, we can put measures in place so that we can talk to them on your behalf.

Contacting us will not impact your credit file and the sooner you tell us about your worries, the sooner we can help you (this may also help to avoid fees).

Please select from the options below to show how we can help you.