This updated protocol, valid for estate administration in England and Wales, developed by UK Finance, relevant legal regulators and other key stakeholders, replaces the 2012 protocol developed by the British Bankers Association (BBA), The Law Society and The Society of Trust and Estate Practitioners (STEP).

It aims to provide clear and consistent guidance for handling probate related interactions between financial services firms and Probate Practitioners.

The protocol outlines the information that firms require to validate the regulatory status of the Probate Practitioner and the approach that will be taken to identify and release funds, correspond and close account. It covers how current accounts, savings accounts, credit cards and unsecured loans will be managed following a customer’s death. It may also be applied to other financial products, such as investments, pensions, mortgages and business accounts, depending on individual firm policies.

To support good customer outcomes, the protocol aligns with wider bereavement support requirements, ensuring firms balance compassionate handling of sensitive cases with the need for robust processes and oversight.

Financial services firms can also refer to the Bereavement Principles when considering how best to support customers who have recently been bereaved. These focus on treating the customer with compassion, provision of jargon free information, acting without delay, providing a point of contact, support for individual needs and planning to be consistent in providing the best possible service for those who are bereaved. These encourage an empathetic, timely and effective response that recognises the emotional and administrative complexities involved.