Skip to main content

How do I manage the account of someone who has passed away?

Find out what to do if a Zilch customer has passed away

We're sorry for your loss and we'll do our best to make this process as straightforward as possible.

If a Zilch customer has passed away and you need to manage or close their account, we'll need some information to help us review the account and explain the next steps.

What information do I need to provide?

To help us review the account, please provide:

  • The customer's full name

  • The customer's email address

  • A copy of the death certificate (photo or scan)

Once we've received this information, we'll review the account and explain the next steps. The review process usually takes up to five business days.

If you need more support and want to get in touch, you can find out how to here.

If you cannot use online support channels, you can write to:

Zilch Technology Limited

111 Buckingham Palace Road

London

SW1W 0SR

What happens to the account after someone passes away?

Depending on the circumstances, we may be able to:

  • Freeze the account

  • Stop further payments

  • Help with closing the account

What happens to any outstanding balance?

If there are no funds available in the estate to repay the outstanding balance, the balance will be written off and the account will be closed.

If funds are available in the estate, Zilch bank account details will be provided so the outstanding balance can be settled.

What happens to Rewards when someone passes away?

Any Rewards balance will be cancelled.

Who can act on behalf of someone who has passed away?

The person who can usually act on behalf of someone who has passed away is the person legally responsible for managing their estate.

This is usually:

  • The executor, if they were named in a will

  • The administrator, if there is no will

  • A solicitor acting on behalf of the estate

A next of kin or family member is not automatically authorised to act on behalf of the account holder unless they are also the executor, administrator or otherwise have legal authority to act.

What documents may be required to prove authority?

To help us confirm who is authorised to act on behalf of the estate, we may ask for documents such as:

  • A death certificate

  • A Grant of Probate

  • Letters of Administration

  • A solicitor's letter confirming they are acting for the estate

Additional support

You may find the following organisations helpful:

  • Cruse Bereavement Support

  • Marie Curie

  • Sue Ryder

  • The Loss Foundation

  • Winston's Wish

  • Survivors of Bereavement by Suicide (SOBS)

Did this answer your question?