| Sorting out the financial affairs of someone who | | | | Such insensitive behaviour can be very upsetting |
| has died can be a distressing and confusing | | | | but many bereaved people suffer calls that are |
| process. Most of the big banks and financial | | | | not just insensitive but down right aggressive. A |
| institutions have special departments to ensure | | | | credit card company called an elderly widow three |
| that matters are dealt with as sensitively as | | | | days running to demand payment of an |
| possible but not all companies manage to do this. | | | | outstanding balance despite being told that |
| A recent programme on BBC Radio Four | | | | probate had not yet been granted. The calls only |
| unearthed some appalling stories of crass and | | | | stopped when she complained to a supervisor. A |
| inappropriate behaviour. One caller told of her | | | | local council issued a summons for non payment |
| experience with a bank’s call centre. She rang | | | | of council tax on an empty property. When the |
| to tell them that her husband had recently died | | | | deceased’s son rang to explain the situation |
| and was told that the bank could not act on her | | | | he was told that it was irrelevant whether his |
| instructions because they had to speak to the | | | | father was dead, he occupied the property for |
| account holder. She asked them if they knew | | | | the first two months of the year and the council |
| what dead meant and whether they had any | | | | was therefore entitled to payment. |
| hints for her on communicating with the dead. A | | | | The only reliable way to protect yourself from |
| few months later she can laugh about this | | | | people like this is to instruct a professional to |
| experience but just think how upsetting this could | | | | handle probate on your behalf. About 88% of |
| be for someone who is still raw with grief. | | | | people choose to seek out professional probate |
| Sadly, this is by no means an isolated incident. A | | | | services. However, the 12% of people who handle |
| telephone company told a widow that "the | | | | the administration of an estate themselves |
| account could not be transferred into her name | | | | deserve better. I should like to see compulsory |
| without her husband’s permission" because it | | | | training for all call centre staffs who are likely to |
| was his name that appeared on the bill. | | | | handle calls from bereaved people and an |
| Another caller said that she often felt as if she | | | | enforceable code of conduct for all banks, utilities |
| was the first person ever to be reporting a death. | | | | and other creditors that must be followed in all |
| She said that front line staffs were unhelpful and | | | | cases. Until then, if you are dealing with the affairs |
| apparently baffled by the situation and there was | | | | of a deceased person I am afraid you will need a |
| very rarely any human response of sympathy or | | | | thick skin and a great deal of patience. |
| compassion. | | | | |