‘A lack of care’: how big companies still fail bereaved customers

Some readers say companies’ slow responses have resulted in charges and probate delays. Composite: Guardian Design/Getty Images

Ella 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.