Taking the first steps when a loved one dies

We’re here to guide you through what you need to do, step by step, when a loved one passes, and take care of all the organisation and admin for you.

At home

When a loved one passes away at home, it’s a difficult and emotional time. There’s lots to organise – often the last thing you feel like doing. The sooner you get in touch with us, the sooner we can guide you through the next steps.

  • The first thing you need is to do is call your GP or NHS 24 (111)
  • Your GP will issue a medical certificate of cause of death (Form 11) In the event death occurs out of hours, your GP/Medical Professional may issue a temporary verification of death allowing us to bring your loved one in to our care
  • You’ll need this (Form 11) to register the death
  • You must register the death before funeral arrangements can be confirmed
  • Call us on 0141 423 4400 and we’ll start making arrangements

Nursing home

No loss is ever easy to deal with. If the nursing home does not have its own mortuary we have our own state of the art facilities and can look after your loved one until the time of the funeral. The staff in the home will help straightaway, and when you first get in touch with us, we’ll immediately appoint a dedicated funeral director and they will liaise with the care home.

  • Normally the duty doctor or the assigned GP will issue the medical certificate of cause of death (Form 11) or a temporary Verification of death certificate
  • If this does not have own mortuary we have our own state of the art facilities and can look after your loved one until the time of the funeral


When a  loved one passes away in a hospital, hospice or care establishment the duty doctor will complete the death certificate. Normally the deceased will be removed to the mortuary at the hospital or care home.

Sometimes the care home will not have a mortuary or chapel of rest and may ask the family to arrange for a funeral director to call and  remove the deceased to their facilities.

Once again early contact with a funeral director is advised.


If your loved one dies abroad, then it can seem an even more daunting and confusing time, with different countries following different procedures and unique laws. Once again, getting in touch with us as soon as possible means we can help quickly and makes a world of difference to making arrangements.

  • If you’re travelling abroad, we recommend that you take out travel insurance which fully covers repatriation costs back to the UK and back to our premises.
  • We can give you guidance on reporting and registering the death with local authorities, and liaising with the UK Consul in that country

Unexpected death

If your loved one dies suddenly or unexpectedly, it’s a slightly different set of procedures to follow, whilst the authorities determine the cause of death. For instance, the deceased’s GP may not be able to issue a death certificate straight away. There might be a period of waiting until the procurator fiscal does that.

  • If you haven’t done so, you should contact the Police immediately. They will inform you of the next steps.
  • In the meantime, we can still help, and talk to you about your wishes and plans, all your options and choices, and start making some provisional arrangements.

UK (Other)

We’re here to make life as easy as possible in difficult times, whatever the circumstances. Our sympathetic, expert staff can offer all the practical and emotional support you need. If you or a loved one pass away in the UK, and it’s away from your usual, permanent address, we will take care of all the arrangements for travel and transportation of the deceased. We can advise you on the types of insurance available for repatriation, and quote for any extra cost involved.

Call us on 0141 423 4400     Find a branch    
Call us on 0141 423 4400     Find a branch