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How we can support you when a customer has died

You can find broad advice in our bereavements guide, which covers things even outside of Monzo. Below, we’ll explain exactly how our team can support you.

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Start by telling us

The easiest way to get started is to fill out a form.

We'll verify your email first to make sure everything is secure. Then you'll be able to share all the info and documents we need to locate their account.

Want to email us instead?

If you’d rather email us than fill out a form, that’s okay. You can write to us at bereavements@monzo.com. If you start from this link, we’ll prefill the email with a list of the information and documents to send.

Either way, we’ll get back to you within 3 business days to talk through next steps.

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If you’re interested in learning more about the accessibility settings on your device, you can find tutorials on how to set them up on our accessibility page.

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What we’ll need from you

To help us find the right account and keep things moving, please share as much of this as you can:

Their full name
The email address and phone number they used for Monzo
Their account number
A copy of the death certificate

A note on documents: We accept most formal records of death. If the certificate isn't in English, we may need some extra documents to help us verify it.

Who can report a death?

Anyone can let us know that a Monzo customer has passed away. However, to return any money held in the account, we’ll need instructions from a solicitor, the executor of the Will, or the next of kin.

Next of kin usually means:

A family member
A legal partner (like a spouse or civil partner)
A solicitor acting on behalf of the person who’s died

Other helpful resources: If you’re unsure about how inheritance works, you can find free, impartial advice on the government website or through Citizen’s Advice.

If there’s an outstanding balance to settle

If they had any outstanding debts or an overdraft with Monzo, our team will be able to discuss repayment and settlement options.

If there’s money in the account

If the account balance is over £100, we’ll ask you to sign an indemnity form.

This is just a formal agreement between you (as the next of kin) and Monzo. It helps us make sure we’re following your instructions correctly so we can safely transfer the remaining balance and close the account.

Closing the account and transferring money

Once we have the death certificate and the documents we need, we’ll help you close the account and transfer any remaining money. This usually takes 5 working days from the date we receive everything.

To keep things secure, what we need depends on the balance of the account.

If the balance is under £100: We’ll need a copy of your ID and the details of the bank account where you’d like the money sent.

If the balance is between £100 and £25,000: We’ll need your ID and a signed indemnity form, which we’ll send to you.

If the balance is over £25,000: We’ll need your ID, a signed indemnity form, and a copy of the Grant of Probate or Letters of Administration.

Not sure about probate? If you’re unsure how to get these documents, don’t worry—our team can help guide you through it.

If you have a solicitor acting for you, we won’t need your ID.

Further support

We’re here to help with the financial side of things, but know you might need support in other ways, too. These organisations offer expert advice and a safe space to talk.

Cruse Bereavement Support: A national charity providing free advice, information, and emotional support for anyone grieving.

Bereavement Advice Centre: A helpful service that offers practical guidance on the steps you need to take after a death.

Mind: For support with your mental health, Mind provides information on where to find help, details on treatments, and links to local services.

Our Signposting Hub: You can also visit our own hub for a wider list of charities and organisations that can help with everything from debt advice to mental wellbeing.

Helpful Bereavement FAQs

I need help paying for funeral costs

We know that funeral costs can be a significant worry. If there's enough money in the account, we can help you pay for these expenses directly.

Paying a funeral director: We can transfer funds straight to the funeral director for you. To do this, we’ll just need a copy of the funeral service invoice.

Reimbursing you for costs: If you’ve already paid for the funeral yourself, we can pay you back from the account balance. We’ll just need to see a copy of the funeral service invoice and a bank statement showing the payment you made

I shared a joint account with the person who has died.

If you shared a joint account with the person who has died, the money in that account belongs to you. To keep things organised, you’ll just need to:

Move any money: into your personal Monzo account.

Switch over your payments, like Direct Debits or standing orders. (If you’re moving these to your personal Monzo account, we can help you do this by doing a full CASS switch.

Don’t worry—we’ll reach out to you directly to explain exactly how this works and walk you through the process step by step. If you have any questions, you can also get in touch with us first.

What happens to the under 16's account if the main account holder dies

Monzo accounts for Under 16s are always linked to an adult’s account. If the adult account holder dies, we’ll need to close any linked Under 16s accounts as well.

This is part of our terms and conditions, but we’ll do everything we can to make the process as smooth as possible for you and the young person involved.

Need help with notifying multiple organisations?

We know how exhausting it can be to repeat this process with every company and service. To save you time, there are a few free services that can help you notify multiple organisations at once:

Death Notification Service: This service lets you notify several banks and building societies at the same time.

Settld: One place to help you notify utility companies, insurers, and even social media accounts. to help you notify utility companies, insurers, and even social media accounts.

Tell Us Once: A government service that lets you report a death to most government departments in one go.

What happens If they were a crowdfunding investor?

If they held shares in Monzo through one of our crowdfunding rounds, you’ll need to get in touch with Crowdcube. They manage our share register and will be able to help you with the next steps for their investment. You can contact their support team directly through the Crowdcube website.

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