What to do immediately after a loved one passes

Losing a loved one is incredibly overwhelming. Whether it happens expectedly or comes as a shock, the immediate moments that follow are often filled with uncertainty and a heavy sense of not knowing where to turn first.

Please know that you do not have to carry this weight alone. You don’t need to have all the answers, and you certainly don’t need to have everything planned.

You can follow this guide to help you through the steps to take immediately after your loved one has passed.

Step 1: Call a doctor

A medical professional will need to verify the death and issue a Medical Certificate of Cause of Death.

• If the death is expected and occurs at home: Call their GP or the NHS 24 service on 111. A doctor or nurse will come to the house to confirm the death.
• If the death is sudden or unexpected and occurs at home: Call the emergency services immediately on 999. The police and ambulance service will attend and guide you on the next steps.
• If the death occurs in a hospital or care home: The staff will handle the immediate medical confirmations for you. They will advise you on where to collect the medical certificate and any personal belongings.

Step 2: Speak to a funeral director

It’s important to speak to a funeral director as soon as you feel able. We can then act as your primary guide and support system during a time when you are likely feeling overwhelmed or uncertain.

Many funeral directors are available to take your call around the clock. We are available 24 hours a day, 365 days a year.

Get immediate support

If you’re reading this because you have just lost someone, we are here to help. We are available to take your call at any time – day or night – to listen, guide you, and gently handle the practical steps so that you can focus on being with your family.

Call your local office:

• James Ashton & Son: Cardean Street, Dundee: 01382 452110
• James Ashton & Edward McHugh (Lochee, Dundee): 01382 623333
• Edward McHugh (Hilltown, Dundee): 01382 224834
• Macgregors (St Andrews): 01334 472456

You can also email: enquiries@jamesashton.co.uk

When to call a funeral director

If a death has occurred at home, there is usually no need to rush. Take the time you need to say your goodbyes, sit with your loved one, or call a close family member or friend to be with you. 

And when you feel ready to take the next step, that’s the right time to call. We are here to support you whenever you are ready.

What happens when you call a funeral director

Many families worry about what they are ‘supposed’ to say when they call a funeral director. However, the person who answers will be calm and knowledgeable. They don’t need a list of requirements; they just need to know that you need help.

Our role is to take the burden off your shoulders, one step at a time.

Why call a funeral director early?

While you don’t need to have every detail planned, calling a funeral director early – even before the death is registered – allows us to take over the practical burden so you can focus on being with your family.

• Professional care and transfer: One of the most immediate needs is the respectful transfer of your loved one into a professional environment (such as a mortuary or chapel of rest). Funeral directors are available 24/7 to handle this with dignity, whether the death occurred at home or in a care home.
• Guidance through legalities: The process of registering a death and obtaining the necessary certificates can be confusing. A funeral director understands the local requirements and can advise you on exactly what you need to do and when.
• Preventing ‘decision fatigue’: Grief can make simple decisions feel impossible. A funeral director will gently walk you through the options (including coffin selection, venue, transport, and service details) at a pace that suits you, ensuring you aren’t forced to make rushed decisions.
• Liaising with authorities: If a death is unexpected and involves the police or the Procurator Fiscal, the funeral director can act as a bridge, communicating with officials on your behalf to ensure the process moves as smoothly as possible.
• Emotional support: Beyond the logistics, a funeral director provides a safe, non-judgmental space. They are experienced in supporting families in shock and can connect you with local bereavement resources if you need further help.

Step 3: Locate the Will

If your loved one had a Will, it’s important to locate this soon after their passing. A Will should confirm if there are specific funeral wishes or an appointed executor.

Step 4: Register the death

When to register the death

In Scotland, this must be done within 8 days of the date of death. Your funeral director will tell you which documents you need to take to the registrar.

How to register the death

Contact your local registration office (Registrar) to book an appointment. In Scotland, you can register a death at any registration office, not just the one in the area where the person lived. Many offices now offer telephone appointments.

Gather the right documents

If available, bring the following documents that belonged to your loved one: 

• Birth Certificate
• Marriage Certificate

Please don’t worry if you cannot find these; the Registrar can still proceed if you know the vital details (date of birth, parents’ names, etc.).

Receive your certificates

The Registrar will issue the formal Death Certificate. It can be useful to buy a few additional copies for banks and insurers. They will also issue the form needed by your funeral director to allow the burial or cremation to go ahead.

Step 5: Use the ‘Tell Us Once’ service

When you register the death, the Registrar will usually offer you access to the government’s Tell Us Once service.

Tell Us Once is a highly efficient, free service that allows you to inform multiple government departments and local council services all at once. It will automatically notify:

• The Department for Work and Pensions (DWP) (to stop state pensions or benefits)
• HMRC (for personal tax matters)
• The DVLA (to cancel a driving licence)
• The Passport Office (to cancel active passports)
• The local council (for Council Tax and blue badges)

You must first register the death with a Registrar who will offer the service and give you a unique 12-digit Tell Us Once reference number that you can use to access the service.

Step 6: Notify employers and places of education

Only a few organisations need to be contacted before you have a Death Certificate. These include employers and educational institutions. You should try to notify them within the first 48 hours. 

This step is important for stopping immediate payroll, resolving immediate absence, and allowing employers to support colleagues. It also opens early conversations about any workplace death-in-service benefits.

Step 7: Choose the type of funeral

While this isn’t an urgent step, you may wish to think about the type of funeral you would like for your loved one. They may have specified this in their Will.

When planning a funeral, one of the first and most important decisions is whether to choose cremation or burial. It’s a deeply personal choice, and there’s no right or wrong answer – only what feels right for your family and the loved one you are honouring. For further help making this choice, read our guide, ‘Cremation or Burial? Making the Right Choice for Your Family’

There are other steps in funeral planning like selecting a venue, arranging floral tributes, and planning the service, but these shouldn’t be considered an immediate priority. Your funeral director will sit down with you to talk through options at an appropriate time.

Step 8: Notify banks and other high priority services

Within the first 3-7 days, once you have completed the registration appointment and have the Death Certificate (and extra copies), you can begin contacting financial and priority organisations, including:

Banks and building societies

Banks and building societies will immediately freeze sole accounts to protect the estate (preventing direct debits from coming out) and will guide you on how to handle joint accounts, which usually remain active for the surviving partner.

Most banks, insurers, and pension providers cannot legally freeze accounts or process claims based on a phone call alone; they require the official paperwork.

Landlord or Housing Association

If your loved one rented their home, notify the landlord or Housing Association early to discuss the tenancy agreement, notice periods, and rent payments.

Utility companies (including energy, water, and broadband)

Notify these companies to transfer names on the bills or to arrange for accounts to be closed. Most utility companies have dedicated, sensitive bereavement teams to make this process smoother.

Life insurance companies

Life insurance companies should be notified within the first week or two to begin processing the payout, which can sometimes help cover funeral expenses.

Home and car insurance companies 

If your loved one was the main policyholder on a home or car insurance policy that covered a surviving partner or family member, that insurance may become invalid the moment they pass away. It’s important to check this to ensure no one is driving uninsured or your home isn’t covered.

Private pension providers

If your loved one received a private or occupational pension, contact the provider to stop payments and ask whether a survivor’s pension or lump sum is available to the family.

Step 9: Notify other organisations

At some point within the first month, notify other lower priority companies. Streaming services like Netflix and Spotify, gym memberships, and club subscriptions can be cancelled at your convenience.

Get in touch for support

In difficult times, having the right support can make all the difference. Our service is built on understanding, compassion, and the ability to truly reflect the life of your loved one.

If you need immediate support, we are here to help:

• Call us: speak directly with a member of our experienced team on 01382 452110
• Visit us: you are welcome to speak with us in person at one of our local branches
• Email us: enquiries@jamesashton.co.uk
• Contact page: full details for all offices are available on our contact page
• Facebook: follow or message us on Facebook for updates, information, or to get in touch in a way that feels comfortable for you

There are no obligations and no pressure. Whether you have a specific question or simply want to talk things through, we are always here to support you.