All financial service providers should offer a death notification option for clients under the Consumer Duty rules. The tools already exist, says the owner of two bereavement notification services, and can be implemented voluntarily, without the need for additional regulatory mandates, to deliver better outcomes for clients.
The call comes from The Estate Registry, which owns Settld and NotifyNOW, and is calling on the Financial Conduct Authority (FCA) and other relevant regulatory bodies to ensure that all service providers, including financial institutions, consider greater levels of adoption of digital death certificates and for service providers to explore partnerships with private notification services.
In its April 2025 review, the FCA highlighted both strengths and shortcomings in how banks and payment institutions support vulnerable customers. The report identified key areas for improvement across monitoring outcomes, consumer support, communication standards, and staff training.
“We are encouraged by the FCA’s efforts to enhance standards through the Consumer Duty framework. However, many bereaved customers continue to encounter avoidable barriers when attempting to notify companies and finalise estate matters.
said Howard Enders, Chief Operating Officer at The Estate Registry pointing to recent media coverage which has ‘underscored the frustration and emotional toll that protracted administrative processes can have on bereaved individuals.’ He adds that the administrative barriers to dealing with death, particularly from within the financial services community, risks compounding grief and creating further stress for those navigating estate matters.
“A consistent, digital-first approach would go a long way in alleviating that burden. People frequently share stories of delay, confusion, and insensitivity when trying to close accounts after a death. This is a moment when companies should be demonstrating empathy and efficiency, not contributing to further distress.”
A recent survey commissioned by The Estate Registry revealed that 72% of the 2,000 UK adults surveyed believe every bank, utility company, and service provider should offer access to a digital notification service, comparable in ease to the government’s Tell Us Once initiative.
“We’re not asking for sweeping regulatory expansion,”
concludes Enders.
“We’re simply encouraging institutions to embrace available tools that help ease the burden on grieving families and align with the spirit of Consumer Duty: to act in good faith and the best interest of customers at every stage of life.”
