The Estate Registry Calls for Digital Death Notification Options Under FCA’s Consumer Duty Framework

The Estate Registry, which owns the bereavement notification services, Settld and NotifyNOW, is calling on the Financial Conduct Authority (FCA) and other relevant regulatory bodies to ensure that all service providers, including financial institutions, offer a digital death notification option to their clients.

Recent media coverage has underscored the frustration and emotional toll that protracted administrative processes can have on bereaved individuals. When the closure of a loved one’s accounts becomes unnecessarily complicated, it risks compounding grief and creating further stress for those navigating estate matters, many for the first time.

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.

Howard Enders, Chief Operating Officer at The Estate Registry, stated: “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.

“A consistent, digital-first approach would go a long way in alleviating that burden.”

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.

“People frequently share stories of delay, confusion, and insensitivity when trying to close accounts after a death,” Enders continued. “This is a moment when companies should be demonstrating empathy and efficiency, not contributing to further distress.”

The Estate Registry is calling for greater adoption of digital death certificates and for service providers to explore partnerships with private notification services. These tools already exist and can be implemented voluntarily, without the need for additional regulatory mandates, to deliver better outcomes for clients.

“We’re not asking for sweeping regulatory expansion,” Enders emphasized. “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.”