'A lack of care' How big firms still fail bereaved customers

Those trying to report a death can face bureaucracy, poor communication, costly delays and other shocking mistakes, writes Anna Tims

- Anna Tims

Ila Stevens* had steeled herself for the painful task of informing a string of companies that her mother had died.

She notified her mother's insurer, Direct Line. It responded by sending a letter to her late mother thanking her for letting it know of the change. When Stevens complained, Direct Line dispatched its apology and a goodwill cheque to her mother.

She then notified her mother's electricity supplier, E.ON Next. Rather than sending a bill to the estate, the company's response was to write complaining that her mother's direct debit had been cancelled and warning that her charges would increase if she did not reinstate it. It followed this up with two bills demanding payment within seven days.

Stevens notified her mother's gas supplier, British Gas. It replied with a letter in poor English, followed by bills addressed with a cheery "hello" to her late mother.

She notified Facebook, which offered her late mother its condolences over her loss and at the same time informed her it was memorialising her account.

"It's been excruciating," says Stevens. "I don't understand how these huge companies can treat something so common, but that requires sensitivity, with such a lack of care."

Three of the four companies apologised to Stevens after Guardian Money got in touch. E.ON said it was reviewing its bereavement procedures and Direct Line promised to update its IT system to prevent the mistake recurring. British Gas said the wording of the bills should have made clear that payment was not expected until probate had been granted. Facebook did not respond.