DFS is the UK’s largest sofa and upholstered furniture retailer, with more than 300 showrooms across the country. Many customers purchase on finance – spreading costs over 12, 24, 36, or 48 months through a separate credit provider – and DFS sofas are often one of the largest single purchases in a home. For executors and next of kin, this means there are potentially several distinct elements to resolve: the DFS retail account, an outstanding finance agreement, a furniture protection plan, an active order that has not yet been delivered, and possibly gift cards.
This guide works through each element in turn. The finance agreement with Novuna is the most time-sensitive item; the rest can follow once that is in hand.
Quick reference:
- DFS customer service: 0800 110 5000 – daily 8am–11pm
- Novuna bereavement team (DFS finance): 0344 375 5503
- Novuna bereavement email: BereavementSupport@novunaconsumerfinance.co.uk
- Sofology (if separately held): 03444 81 81 81 – Mon–Fri 8am–6pm, Sat 9am–5pm, Sun 11am–5pm
- DFS Sofacare (Guardsman): policy.admin@guardsman.co.uk – 01235 444 747
How to notify DFS
DFS does not publish a dedicated bereavement page or a separate bereavement telephone number. The primary route is the main customer service line.
Phone: Call 0800 110 5000. Lines are open daily 8am–11pm. When you call, explain that you are contacting them following the death of a customer. Ask the agent to note the bereavement on the account and to close or suspend it as appropriate.
Online: DFS operates a help centre at help.dfs.co.uk with an online contact form for written enquiries. Use this if you prefer a written record rather than a phone call, though expect a response time of one to two working days.
By post: Write to:
DFS Customer Services
1 Rockingham Way
Redhouse Interchange
Adwick-le-Street
Doncaster, DN6 7NA
Include a copy of the death certificate, a covering letter with the deceased’s full name, date of birth, date of death, and usual address, and your own name, relationship to the deceased, and contact details.
What to have ready when you call
- Deceased’s full name and date of birth
- Date of death
- Any DFS order reference number or account email address, if known
- Your own name and relationship to the deceased (executor, administrator, or next of kin)
You do not need to have everything to hand before calling. If you only have the name and date of death, the customer service team can usually locate the account from that information.
What happens to DFS finance
This is the most important section if the deceased purchased a sofa on a payment plan.
DFS finance is provided by Novuna Consumer Finance, a trading style of Mitsubishi HC Capital UK PLC – authorised and regulated by the Financial Conduct Authority (FCA registration number 704348). Novuna was previously known as Hitachi Capital Consumer Finance; you may see that name on older agreement documents, but it is the same company under a new name.
DFS finance plans typically run over 12, 24, 36, or 48 months, often on interest-free terms during the promotional period. If the deceased had an outstanding balance on a DFS finance plan, this becomes a debt of the estate. It does not disappear on death. It must be settled from the estate’s assets – or, if the estate is insolvent, it may be written off as an unsecured debt after higher-priority creditors have been paid. Surviving relatives are not personally liable unless they were named as joint borrowers on the original credit agreement.
(Source: National Debtline – debts after death in England and Wales.)
Contacting Novuna
You contact Novuna directly, not DFS, for the finance account. DFS and Novuna are separate companies and a call to DFS’s main line will not freeze or close the credit agreement.
Phone: 0344 375 5503 (Novuna bereavement team)
Email: BereavementSupport@novunaconsumerfinance.co.uk
By post: 2 Apex View, Holbeck, Leeds, LS11 9BH
Send (or bring along) a certified copy of the death certificate. Once Novuna receives notification and documentation:
- They will freeze the account to prevent further activity
- They will not expect third parties to continue making payments
- Any outstanding balance becomes a matter for the estate to settle
- They will write to confirm what documentation they need (which may include evidence of executor authority for larger balances)
Novuna’s standard general enquiries line is 0344 375 5500 if you need to speak to them about the account rather than the bereavement process specifically.
How to identify whether a finance agreement exists
Check the deceased’s bank statements for Direct Debit payments to “Novuna,” “Hitachi Capital,” or “DFS Finance.” Search their email inbox for a DFS finance agreement confirmation or monthly statements from novunapersonalfinance.co.uk. The agreement reference number – if you find it – will speed up the process considerably, though Novuna can locate accounts using name, date of birth, and address alone.
DFS and Sofology – separate notification
DFS and Sofology are both owned by DFS Furniture plc (listed on the London Stock Exchange), but they operate as entirely separate retail brands. The two brands have separate customer records, separate contact details, and separate finance arrangements. Telling DFS about a death does not notify Sofology.
If the deceased had accounts at both – or orders placed with both – executors must contact each brand independently.
Sofology customer service: 03444 81 81 81
Opening hours: Mon–Fri 8am–6pm, Sat 9am–5pm, Sun 11am–5pm
Email: customercare@sofology.co.uk
Complaints: complaints@sofology.co.uk
Sofology also uses Novuna Consumer Finance for its own finance agreements. If the deceased had a Sofology finance plan, contact Novuna separately for that agreement too – it will be a separate account from any DFS finance.
The easiest way to check whether a Sofology finance account exists is to search the deceased’s email for messages from Sofology or Novuna related to a Sofology order.
Active orders and deposits
DFS sofas are made to order. Lead times typically run from 4 to 16 weeks from the order date, depending on the product and any customisation. This means there is a meaningful chance that, at the time of death, an order may have been placed but not yet delivered.
If an active order exists, it is an asset and liability of the estate:
- The deposit paid is a financial claim the estate has against DFS – if the order is cancelled, DFS should refund it
- The remaining balance (due on delivery) is an obligation of the estate, but not one that needs to be settled if the order is cancelled
Contact DFS on 0800 110 5000 and explain the situation. Ask them to look up any active orders in the deceased’s name. The options available to you will typically include:
- Cancelling the order and requesting a refund of the deposit to the estate. DFS’s standard cancellation policy may apply, though bereavement situations are generally handled with flexibility.
- Redirecting the delivery to a different address, if the original delivery address is no longer suitable and the furniture is still wanted by the estate or a beneficiary
- Proceeding with the order, if the estate is retaining the property and the furniture is needed
Get any cancellation confirmed in writing and ask when the deposit refund will be processed. If the original payment was made by card and that account is frozen, make clear that the refund needs to be redirected to the estate.
DFS Sofacare furniture protection plan
DFS sells a furniture protection plan called Sofacare – a five-year cover plan for accidental staining, structural damage, and general wear. Sofacare is not administered by Domestic & General; it is run by Guardsman Europe Limited, with underwriting provided by Fortegra/Acasta (the specific underwriter may vary depending on when the plan was purchased, so check the policy document).
If the deceased held a Sofacare plan, it can be cancelled on death. Any unexpired portion of the premium may be refundable on a pro rata basis (provided no claim has been made), subject to Guardsman’s terms.
Guardsman contact:
Phone: 01235 444 747 (Mon–Fri 9am–5pm, excluding bank holidays)
Email: policy.admin@guardsman.co.uk
When contacting Guardsman, have the plan reference number if available (found on the confirmation email or plan documents), the deceased’s name and date of death, and a copy of the death certificate if requested.
If the furniture is staying in the family home and a beneficiary wishes to continue the plan under their own name, ask Guardsman whether a transfer is possible rather than a cancellation.
Gift cards
DFS sells gift cards for use in store and online. If the deceased held a DFS gift card – physical or digital – the balance forms part of the estate. Gift cards are bearer instruments: whoever holds the card can use the balance.
DFS gift card balances cannot typically be exchanged for cash under standard terms. In an estate context, the most practical approach is to use the balance for purchases the estate or family members need, or to ask DFS customer service whether they will make an exception for estate purposes. There is no published policy on estate cash-outs of gift card balances, but it is worth asking when you call.
If the card is physical, check the wallet or home of the deceased. Digital gift cards are usually delivered by email – search the deceased’s inbox for a DFS gift card confirmation.
Does DFS have a store card or loyalty programme?
DFS does not operate a store credit card or loyalty points programme of its own. The only ongoing financial relationship most customers have with DFS (beyond standard orders) is through a Novuna finance plan. There is no DFS store card or DFS-branded credit card to notify.
Things to watch out for
The finance account and the retail account are separate. Calling DFS’s main number will help close the retail account and deal with any active orders, but it will not freeze the Novuna finance agreement. You must contact Novuna directly on 0344 375 5503. Do this promptly – interest may continue to accrue on some finance plans until the death is formally notified.
DFS and Sofology must be notified independently. The shared parent company does not share customer data between the two brands. If the deceased held accounts at both, you need two separate notifications.
The Sofacare plan is with Guardsman, not DFS. A call to DFS will not cancel the protection plan – you need to contact Guardsman separately.
Lead times make active orders likely. With typical lead times of 4–16 weeks, a significant proportion of DFS customers have an active order in progress at any given time. Check for this early, because an unfulfilled order with a deposit paid is a recoverable asset for the estate.
Direct Debits may still run. If the deceased had a Direct Debit set up for monthly Novuna payments, that debit will continue until Novuna is formally notified. Notify the deceased’s bank of the death at the same time as contacting DFS and Novuna – the bank can flag the account and prevent further debits while estate administration is underway.
Keep a record of every contact. Note the date of each call, the name of the agent, and any reference numbers given. If an account goes to collections before the bereavement notification has been processed – which can happen in error – a clear record of your notification is important to have.
Frequently asked questions
Who is responsible for paying off a DFS finance agreement if the deceased leaves no money?
Outstanding DFS finance is an unsecured debt of the estate. Surviving relatives – including a spouse, children, or parents – have no personal obligation to repay it from their own funds, provided they were not named on the credit agreement as a joint borrower or guarantor. If the estate’s assets do not cover the outstanding balance, Novuna (as an unsecured creditor) receives what is available after higher-priority debts have been paid and may write off any shortfall. (Source: National Debtline – debts after death.)
Do I need a grant of probate to close a DFS account?
For a straightforward retail account with no outstanding finance, a grant of probate is not usually required. A death certificate and your own details as next of kin or executor are sufficient. For larger outstanding finance balances, Novuna may ask for evidence of executor authority – typically a grant of probate or letters of administration – before agreeing a settlement figure.
What happens if the sofa was delivered but the finance is still running?
The sofa itself is now an asset of the estate. The outstanding finance agreement is a debt of the estate. The two are handled separately: the sofa can be kept, sold, or distributed to a beneficiary, while the remaining finance balance is settled from the estate’s assets. You do not have to return the sofa to settle the finance – it is an unsecured personal loan, not a hire purchase agreement with a right of repossession.
Can Novuna chase me personally for the outstanding balance?
No – unless you were named as a joint borrower. Novuna will contact the executor or administrator of the estate as the appropriate party, but cannot hold surviving family members personally liable for a sole credit agreement. If you receive any contact suggesting personal liability, refer Novuna to the National Debtline guidance and, if needed, raise a complaint with the Financial Ombudsman Service.
Summary
| Item | Who to contact | Phone/contact | Priority |
|---|---|---|---|
| DFS retail account / active orders | DFS customer service | 0800 110 5000 | Standard |
| DFS finance (Novuna) | Novuna bereavement team | 0344 375 5503 | High – contact promptly |
| Sofology account (if applicable) | Sofology customer service | 03444 81 81 81 | Standard |
| Sofacare plan | Guardsman Europe | 01235 444 747 | Standard |
| Gift cards | DFS customer service | 0800 110 5000 | Low |
The Novuna finance agreement is the most urgent item – contact them as soon as you have a copy of the death certificate to stop any ongoing interest accruing. The retail account, Sofacare plan, and gift cards can follow at your own pace.
A photocopy or scanned copy of the death certificate is usually sufficient for initial notification. Order several certified copies when registering the death – they cost £12.50 each in England and Wales from the General Register Office and will be needed across many notifications. See our what to do when someone dies hub for a full checklist and suggested order of notifications.
If you are working through a long list of retailers and subscription services, DFS is a medium-priority notification. Get the banks, HMRC, and pension providers notified first, then return to retailers. For guidance on how outstanding debts are ordered within an estate, see our guide to what happens to credit card debt when someone dies. If the deceased also used Klarna or another buy-now-pay-later service for additional purchases, those are handled through separate processes. Our Currys bereavement guide, IKEA bereavement guide, and Dunelm bereavement guide cover similar retailer-with-finance situations if you have accounts at those companies to close as well.