Bereavement

How we can help

If grief or a bereavement is affecting the way you manage your account, there is a range of support we can offer. For example:

• options to be contacted by email or by letter if you find phone calls difficult
• giving you more time to respond or complete tasks when we're communicating with you
• the opportunity to bring somebody with you if we're meeting with you in person (for example if you have a financial adviser)

Depending on your situation, there may also be tools we can recommend to help you manage your account. If you think there's another way we can support you, please let us know.

How to tell us about your needs

Complete our form online 

Log in to your account to complete our two-page form.  
 
Page one will allow you to select your support options. Page two will ask you to tell us more about your personal circumstances.

Call our helpdesk

If you do not have an online account or prefer to talk to someone directly, call our Helpdesk.

Speak to our bereavement team

0117 906 7806

Line Open

Monday to Friday: 8am-5pm

Saturday to Sunday: Closed

Early May Bank Holiday opening hours

This line will be closed on Bank Holiday Monday 4 May 2026.

What to expect when you tell us about your needs

• The information you give us will go to our specialist team. They'll use it to look at the ways we can support you. 
• We'll add your notes to our records, so you won't need to tell us again. 
• You can ask us to update or remove this information at any time. 
• The information is kept on your client record and is confidential. It cannot be seen by anyone other than approved HL staff. 
• We won't usually need to, but if you complete the form online and we have questions about your circumstances or believe we might be able to offer you more support, our specialist team may contact you. If you’d rather we did not contact you, call us at a time that suits you to speak to us directly. 

Information that may be relevant

What to do when someone dies 

Our Seven Steps Guide can help you to figure out who you need to contact first, what legal and financial things you need to sort, and how to get authority to deal with the estate. 

Inheriting an HL account 

If you’ve been left any money or investments held in an HL account, it’s important you understand your options so you can make the best choices for your situation. 

The HL Guide To Inheriting Money could help. 

Organisations that can offer support

It’s important to make sure you have the support you need. These National and specialised charities can help: