Supporting the needs of our customers

Bereavement

What to do when someone dies?

Notify us of a bereavement

Send us an email

 

Bereavement checklist

Losing someone you love is difficult, and arranging all the formalities and paperwork can be confusing, so we’ve created a checklist to help you take those first steps:

1. Register the death

• Register the death within 5 days. This includes weekends and bank holidays. Find out how to do this here.

2. Arrange the funeral

• If you don’t know how or where to get started when it comes to arranging the funeral, you can find a useful step-by-step guide on the gov.uk website.

3. Let their bank(s) know

• If our customer only used Moneycorp as its Payment Service Provider, contact us at +44 (0) 207 589 3000 (and press Option 3) to let us know about a death.
• Lines are open Monday - Friday, 8.30am-5.30pm.

When you reach out to us we will ask you for copy of the will, death certificate and probate documents, if applicable.

 

Financial difficulty (Money worries)

What to expect…

 

When should I contact you?

Don't wait until you’ve missed a payment (e.g. Regular Payment Plan) or let your Moneycorp account go overdrawn to speak to us. The earlier you talk to us, the sooner we’ll be able to help. Missing payments can cause charges to be applied.

 

Is there any help outside Moneycorp?

We know you might like to seek independent advice before contacting us. This might help if you’re struggling with payments to multiple payment providers, banks, or lenders. 

We have information on independent support available.

 

Financial Abuse

Financial abuse is where someone else has taken control of your money without your knowledge or consent, or they have crossed the boundaries of trust between you. People are more vulnerable to financial abuse when they have to depend on family or carers for help with spending or managing their money.

Financial abuse happens when someone else:

• Uses your money without your knowledge or permission
• Promises care or services in exchange for money or property
• Threatens to withdraw care or services unless you give them money or property
• Makes decisions about how to spend your money without asking you
• Gets you to sign documents you do not understand such as a deed, a power of attorney, or a will

 

You can ask us for help

• You can ask us for help if you are worried that someone else has control over your money without your permission.
• Our people are trained to recognise situations like financial abuse and therefore may be able to recognise the situation.
• Telling any of us that you are concerned may mean we can take action to safeguard your money. The most important thing is that you talk to someone.

 

Worried someone else is being financially abused?

If you are concerned that a family member or friend has lost control of their money to someone they don’t trust, please let us know. The best place to start is to contact us over the phone, where we can talk in private if needs be.

 

Worried about either yourself or someone else having been a victim of fraud or scams?

Being a victim to a fraud or scam does not only result in financial losses but may also have significant emotional consequences, with those affected often feeling shocked, worried, and/or ashamed. Remember you, the victim, are not alone. Below are ways to protect yourself, and where to go for help if you or someone else are a victim.

 

If you think you or someone you know have been a victim of fraud or have noticed any unusual activity on your account you should contact us immediately.

You can take steps to protect yourself from fraud by doing the following:

• Stop - Fraudsters will often attempt to rush you into making a payment. Remember to always Stop and take your time when you are asked to send money or give your personal information. Remain alert to unexpected or unsolicited emails, telephone calls, or texts.
• Think – Does this seem too good to be true? Have you conducted enhanced checks on where you are sending money to? – including obtaining verbal confirmation on every occasion when adding new or amending existing banking details you receive via email or by other electronic means.
• Question – Ask more questions, and speak to family or friends. Always ask yourself if the beneficiary/person contacting is trusted and/or known and whether you have conducted all possible due diligence to verify legitimacy. If in doubt, do not proceed and report directly to Moneycorp.
• Never give anyone personal details such as your full banking passwords or login details.
• Never share online one-time access codes (code used to verify your login received via either SMS or Authenticator App).

 

If unsure please refer to our Security Zone page, for further information or advice on fraud/scams.

 

Support if you can't hear very well

• You can contact us via email
• You can execute directly on Moneycorp Online. If you are not yet registered, please sign up here.

Please be cautious. Moneycorp will never ask you to disclose your PIN, One Time Passcode (OTP) or full password.

 

Other independent organisations who can help