Next’s bereavement administration is more involved than closing a typical retailer account. Most customers hold only a standard online account – but a significant number also hold a Next Pay account, which is a regulated credit product. These two things are handled differently, and the credit side carries real implications for the estate. This guide explains both, along with what happens to gift cards, vouchers, and any outstanding balances.
Quick reference:
- Next bereavement team (dedicated line): 0333 777 4500 – Mon–Fri 8am–6pm, Sat 9am–6pm, Sun 10am–5pm
- General customer service: 0333 777 8000 – Mon–Fri 8am–9pm, Sat–Sun 8am–7pm
- Online notification: estate-notify.co.uk/next (NotifyNOW service)
- Next Pay (credit account): notify via the dedicated bereavement line above
How to contact Next
Next has a dedicated bereavement team – a separate line from general customer service – available on 0333 777 4500. Hours are Monday to Friday 8am–6pm, Saturday 9am–6pm, and Sunday 10am–5pm. (Source: Next Help Centre – Letting us know an account holder has passed away.)
If the deceased held a Next Pay credit account, this dedicated line is the right place to start. They can handle the credit account, stop any interest accruing, and explain the estate settlement process from there.
For general bereavement queries – a standard online account, gift cards, loyalty – Next’s main customer service line (0333 777 8000) can also assist. Lines are open Monday to Friday 8am–9pm, Saturday to Sunday 8am–7pm. (Source: Next Help Centre – Bereavement.)
Online notification: Next has partnered with NotifyNOW, operated by Phillips & Cohen Associates UK Ltd. This allows you to notify Next and, if you wish, other companies in a single submission. The form is at estate-notify.co.uk/next. You’ll be asked for details about yourself (the notifier) and the deceased, and you’ll need to upload proof of death. Once Next receives the submission, they will contact you directly.
Next Pay – the credit account
Next Pay is the most important account to deal with promptly. It is an unsecured credit facility regulated by the Financial Conduct Authority under the Consumer Credit Act 1974, not a simple loyalty scheme. Customers can hold a credit limit of varying amounts and carry a rolling balance, with interest charged on any amount not paid in full each month.
What happens when the account holder dies
When you notify Next of a death, the bereavement team will freeze the Next Pay account. This stops the account being used and – importantly – stops further interest and charges accruing from the date you notify them. It is worth calling promptly: if no one notifies Next, minimum payments may continue to be demanded and interest will keep running.
The outstanding balance becomes a debt of the estate. This means the executor or administrator is responsible for paying it from the estate’s assets – they are not personally liable. If the deceased had an outstanding Next Pay balance at the time of death, that balance ranks as an unsecured debt. Under the rules that govern estate administration in England and Wales, unsecured debts are paid after funeral expenses and secured debts, but before any distribution to beneficiaries. (Source: National Debtline – Debts after death in England and Wales.)
Family members are not responsible for the debt unless they were joint account holders or guarantors on the credit agreement. Only the person who signed the agreement is liable. (Source: National Debtline – Debts after death in England and Wales.)
If the estate cannot cover the balance: Where there are insufficient assets to pay all unsecured creditors in full, they are paid on a pro-rata basis. If there are no assets at all, the debt may be written off by Next. If you are concerned about an insolvent estate, seek advice from a solicitor before making any payments – paying some creditors preferentially can create legal complications.
Next Pay Card
Some Next Pay customers are issued a physical Next Pay Card, which can be used in-store as well as online. If the deceased held one, confirm with the bereavement team that all associated cards are cancelled when the account is frozen.
Joint account holders and additional cardholders
If a second person was added to the Next Pay account as an additional cardholder, that arrangement ends when the primary account holder dies. The additional cardholder should stop using the card immediately. The second cardholder is not liable for the outstanding balance unless they were a joint borrower on the original credit agreement – an additional cardholder is a different status from a joint account holder. If you are unsure which applies, ask the bereavement team to clarify the structure of the account when you call.
Online account
A standard Next online account – used for shopping on next.co.uk, tracking orders, and accessing purchase history – can be closed by contacting Next’s customer service or bereavement team. You’ll need to provide the deceased’s name and the email address associated with the account. Next will close it and ensure no further orders can be placed.
If there is a pending order or recently returned item with a refund due, flag this when you call. Refunds on returns can be credited back to the original payment method or, depending on the circumstances, released to the estate.
Auto-renewing subscriptions: Next previously offered subscription services linked to online accounts. Check the account for any recurring charges and ask the bereavement team to confirm there are no active subscriptions that might generate further billing.
Gift cards and vouchers
Next gift cards are transferable – they can be used by anyone, not just the person they were issued to – so they retain their value after a death. There is no automatic expiry on standard Next gift cards, though it is worth checking the terms on older cards.
If you find gift cards among the deceased’s possessions, they can be used to purchase items from the estate, treated as a small asset for probate purposes, or simply passed on to family. You do not need to notify Next specifically about a gift card unless you want the balance transferred to a new card or want to check the remaining value.
To check the balance on a Next gift card, visit next.co.uk or call the customer service line (0333 777 8000).
Vouchers with an expiry date may be lost if they are not used before they expire. Review any paper vouchers or promotional codes found among the deceased’s papers as soon as possible.
Next loyalty and rewards
Next does not currently operate a points-based loyalty programme in the traditional sense. The brand has moved away from a standing loyalty scheme. If you come across references to an older Next reward programme, these are likely legacy. Confirm with the customer service team whether any outstanding balance or credit exists if you are unsure.
Documents you’ll need
Having the right documents ready before you contact Next will speed up the process.
| Document | When needed |
|---|---|
| Death certificate (original or certified copy) | Required – Next will need this to formally process the notification |
| Grant of probate or letters of administration | Required before Next can release any credit balance or settle the Next Pay account |
| Your own ID and contact details | To verify your identity and establish your authority to act |
| Next Pay account number (if known) | Helpful but not essential – the bereavement team can locate the account by name and address |
You can make an initial notification without all documents in hand. Next will acknowledge the death and pause the account while you gather paperwork. Settlement of any balance cannot happen until formal legal authority is in place.
If you are unsure whether probate is required, see our guide on whether you need probate.
What to do if there are debts
Next Pay debt sits in the same legal category as any other unsecured consumer credit. The rules are clear:
- The debt must be paid from the estate before any inheritance is distributed
- No family member is personally liable unless they co-signed the agreement
- If the estate is insolvent (debts exceed assets), unsecured creditors – including Next – may not be paid in full
- Interest and charges are frozen once Next is formally notified of the death
For a broader explanation of how unsecured debt is handled when someone dies, including what happens if the estate cannot cover it, see our guide to credit card debt after death.
If the estate is straightforward and the Next Pay balance is the only credit debt, the bereavement team will typically walk you through the settlement process directly.
How long it takes
Next does not publish a fixed processing timeline. Once they receive your notification, the bereavement team will contact you to outline the next steps. Simple cases – a standard online account with no outstanding credit – may be resolved relatively quickly. Cases involving an outstanding Next Pay balance will take longer, particularly where probate is required before funds can be released.
Probate in England and Wales currently takes four to eight weeks in most cases, though complex estates can take longer. If you are waiting on probate before you can settle a Next Pay balance, it is worth informing the bereavement team – they will note this and should not chase for payment while the estate is in administration. For more on how long probate takes, see our guide to probate timelines.
Tips and things to watch out for
Use the dedicated bereavement line, not the general customer service number. The bereavement team (0333 777 4500) has the authority to freeze accounts, pause interest, and manage the estate process. General customer service agents do not.
Notify Next as soon as possible if there is a Next Pay balance. Interest stops from the date of notification – not from the date of death. Every day of delay adds to the balance the estate will need to settle.
Don’t confuse additional cardholder status with joint account holder status. If someone else had a Next Pay card attached to the account, they are not automatically liable for the balance. Confirm the exact account structure with the bereavement team.
NotifyNOW is optional, not the only route. The online form at estate-notify.co.uk/next is a useful convenience, especially if you are managing notifications to multiple companies. But calling the bereavement team directly remains the fastest way to freeze a credit account and stop interest.
Check for pending returns. If the deceased had recently ordered from Next and returned items, there may be a refund in process. Flag this with the bereavement team – they can trace the transaction and ensure it is handled appropriately.
Unspent gift card balances are a real asset. If the estate is small, a Next gift card could be worth noting in the estate inventory. Balances do not expire automatically on standard cards.
Summary
| Next service | What to do | Who to contact |
|---|---|---|
| Next Pay (credit account) | Call the bereavement team promptly to freeze the account and stop interest | 0333 777 4500 |
| Online account | Request closure and handle any pending orders or refunds | 0333 777 8000 or 0333 777 4500 |
| Gift cards | Check balance; treat as estate asset or use – no expiry on standard cards | 0333 777 8000 |
| Vouchers with expiry | Use or note before expiry date | N/A |
Next’s bereavement team is reachable seven days a week on the dedicated line above. For a full list of organisations to notify after a death, including banks, utilities, and government departments, see our what to do after a death guide.
If the deceased also held an Argos Card or Argos Pay account – also now managed by NewDay – see our separate guide on how to notify Argos when someone dies.