New Bank Rules for Bereaved Families: The 2026 Estate Administration Protocol Explained

What is the Estate Administration Banking Protocol?

The Estate Administration Banking Protocol is a voluntary code agreed by UK Finance (the banking trade body) that sets minimum standards for how banks handle accounts after a death. It covers everything from what documents banks can request to how quickly they must respond to executor queries.

Published in February 2026, it replaced guidance from 2012 that had not kept pace with changes in the law, technology, or customer expectations. The new protocol was developed in consultation with consumer groups, legal professionals, and the Law Society, which described the result as “greatly improved”.

Most major UK banks — including Barclays, HSBC, Lloyds, NatWest, Santander and Nationwide — have signed up to the protocol. Building societies and smaller banks may or may not have adopted it; check with the specific institution.

What changed from the 2012 guidance?

The key improvements in the 2026 protocol are:

• A 15-working-day response target. Banks must acknowledge and begin processing executor requests within 15 working days. The previous guidance had no specific target.
• Standardised document requirements. Banks must accept a certified death certificate and grant of probate (where required). They cannot ask for documents beyond what is reasonably necessary.
• Alignment with FCA Consumer Duty. The protocol reflects the FCA's Consumer Duty rules, which came into force in 2023 and require firms to treat all customers — including bereaved families acting on an estate — fairly and without unnecessary barriers.
• Clearer small estates guidance. The protocol includes specific guidance on releasing funds without a grant of probate for smaller accounts, helping bereaved families avoid unnecessary costs.
• Written explanations required. If a bank needs more information, it must provide a clear written explanation of what is needed and why.

The 15-working-day response target explained

Under the 2026 protocol, banks must acknowledge and begin processing executor requests within 15 working days of receiving a complete notification. In practice this means:

• If you notify a bank of a death on a Monday, you should receive an acknowledgement and initial response by the following month (allowing for bank processing)
• “Begin processing” means the bank should have assigned a bereavement team member, reviewed the documents, and either confirmed the process or written to ask for anything further
• Full account closure or asset release may take longer — the 15-day target is a response and progress target, not a completion target

This target applies to the executor's initial request. If the bank raises queries or needs additional documentation, further response times apply.

What banks are required to do

Under the 2026 protocol, signed-up banks must:

• Accept a certified copy of the death certificate as proof of death
• Accept the grant of probate or letters of administration as proof of authority, where required
• Not ask for documents beyond what is reasonably necessary for the type of account and amount involved
• Provide clear written explanations if they need more information, specifying exactly what is required and why
• Inform executors upfront about what they will need at the start of the process
• Deal with bereavement cases through a dedicated team or process, not general customer service

Banks must also handle the situation sensitively. Under FCA Consumer Duty, banks that cause unnecessary distress or impose unreasonable barriers on bereaved families risk regulatory action.

What you can do as an executor

When dealing with banks, knowing the protocol gives you practical leverage:

1. Ask for the bereavement team directly. Every major bank has a dedicated bereavement team; general customer service is not the right route for estate matters.
2. Submit in writing. Send a formal written notification of death with the death certificate and grant of probate (where required). Keep a record of the date you submitted everything.
3. Request a small estate release. Ask the bank what their threshold is for releasing funds without a grant of probate. The protocol requires banks to be clear about this.
4. Cite the protocol if the bank is not responding within 15 working days. Write to the bank formally, referencing the UK Finance Estate Administration Banking Protocol 2026, and request an update.

For a full checklist of organisations to notify, see our guide on notifying banks after a death and the death notification service guide.

What to do if a bank is unresponsive or unreasonable

If a bank is not meeting the standards in the 2026 protocol, the following steps are available to you:

1. Escalate internally. Write a formal complaint to the bank's bereavement team manager, citing the 2026 protocol and the specific failure (e.g. no response after 15 working days, unreasonable document requests).
2. Use the bank's formal complaints process. Every bank has an obligation to respond to formal complaints within 8 weeks. Keep records of all correspondence.
3. Contact the Financial Ombudsman Service (FOS) after 8 weeks. If the complaint is not resolved after 8 weeks, or you receive a final response you disagree with, you can refer the matter to the FOS free of charge. The FOS can award compensation and order banks to take specific action.

Financial Ombudsman Service

Phone: 0800 023 4567 (free from UK landlines and mobiles; Monday to Friday, 8am to 5pm)

Website: financial-ombudsman.org.uk