Family support guidance

Calm guidance for Quiet Promise families

Guidance for account holders, Trusted Contacts, approved recipients and loved ones. Understand the Quiet Promise process and where to find other help.

Service boundary

Know what Quiet Promise can and cannot do

Quiet Promise is not an emergency, legal, financial, medical, counselling, safeguarding, funeral, probate or estate service. Use the appropriate public service or qualified professional for urgent or formal matters.

Public guidance
Anyone can read this page without signing in to understand the process before taking the next step.
Manual review
Nothing is released automatically. Access depends on the account holder’s permissions, verification and manual review.
Private by design
Recipient access is read-only and limited to the information and people chosen by the account holder.
Family guidance

What to understand first

This guidance explains protected release requests and recipient access. It does not replace professional help for formal decisions.

Trusted contacts

Requesting access safely

Being chosen as a Trusted Contact does not give you automatic access. The private notification email does not identify the account holder or reveal their information.

  • If someone you care about has passed, you can use the request form to begin a careful review.
  • Use the email address the Quiet Promise account-holder is most likely to have recorded.
  • If anything further is needed, we’ll contact you directly and provide updates as the request progresses.
  • A request does not affect billing. After a passing has been verified and the request approved, Quiet Promise separately handles stopping future renewal.
  • You can access only the information the account holder chose for you.
Loved ones

Understanding what may be shown

The account holder controls what may be shared. Different people may receive different categories, and some information may not be shared.

  • The account-holder chooses trusted contacts and permitted categories.
  • Quiet Promise cannot override the account-holder’s recorded permissions.
  • Manual verification must happen before approved information is shown.
  • A calm, single request is usually better than duplicate or conflicting requests.
Recipients

Using released information carefully

Approved recipients see only the information chosen for them. Access is read-only, permission-limited and temporary.

  • Treat any displayed information as private and sensitive.
  • Only permitted categories are shown.
  • Avoid forwarding sensitive details unless there is a clear, necessary reason.
  • Email support@quietpromise.co.uk if a Quiet Promise email appears to have reached the wrong person.
Account holders

Preparing loved ones well

Quiet Promise stores information and wishes you choose to prepare. It does not replace emergency services or formal legal, financial, medical, funeral or estate arrangements.

  • Choose trusted contacts carefully.
  • Review category and item-specific permissions regularly.
  • Keep trusted contact email addresses up to date.
  • Use the protected Vault fields only for sensitive account information that Quiet Promise permits. Do not store PINs, online-banking passwords, one-time codes or full payment-card details. Keep urgent instructions and formal documents with the appropriate services or professionals.
Practical next steps

When there is a lot to manage

A simple, factual approach can help avoid rushed decisions, duplicate requests and lost information.

  • Before acting on sensitive information, check whether anything is genuinely urgent.
  • Use official public services for formal registrations and government notifications after someone has passed.
  • Keep copies of important correspondence, references, and decisions.
  • Speak with qualified professionals where legal, financial, tax, medical, or estate decisions are involved.
  • Keep family communication calm, factual, and proportionate where released information affects more than one person.
  • Avoid deleting accounts, emails, or documents until you understand what may still be needed.
Support resources

Public and charitable resources

These external links are provided for information, not as recommendations. Check each organisation directly for current details.

Bereavement support

Cruse Bereavement Support

Support and practical information for people affected by bereavement.

Government services

Tell Us Once

Official information about reporting a death to government organisations in England, Scotland and Wales.

Listening support

Samaritans

Listening support, 24 hours a day, for anyone who needs someone to talk to.

Important boundaries

What Quiet Promise cannot do

These limits protect private information and prevent people relying on Quiet Promise for services it does not provide.

  • Paying for a plan does not provide recipient access. Release depends on the account holder’s permissions, verification and manual review.
  • Quiet Promise is not a legal, financial, tax, probate, medical, counselling, crisis, safeguarding, or emergency service.
  • We cannot confirm whether an account exists unless the review process permits it.
  • We cannot resolve family disputes or give access beyond the account holder’s permissions.
  • Submitting a request never releases information automatically.
  • A request does not affect billing. After a passing has been verified and the request approved, Quiet Promise separately handles stopping future renewal.
  • Quiet Promise does not replace a will, estate planning, death registration, funeral instructions or urgent public services.
  • Quiet Promise does not recommend or arrange funeral providers or funeral plans.
Email reminder

Check your email folders

Email providers may filter Quiet Promise messages.

Check your inbox, junk, spam, focused inbox, promotions and other filtered views before reporting an email as missing.

Safe routes

Choose the right next step

Choose the option that matches what you need. Each journey protects sensitive information.

Request a protected reviewFor trusted contacts who need to begin the protected manual-review process.
Continue to protected unlockFor approved recipients who already have one-time access details.
Request a copy of your informationFor signed-in account holders who want to request a copy of their Quiet Promise information.
Read the privacy noticeUnderstand how Quiet Promise protects sensitive information and release journeys.
Read the termsReview the public service boundaries before relying on Quiet Promise.
Keep things steady

A careful way forward

A simple structure can make the next steps feel less overwhelming when several people are involved.

  • Keep a simple written note of what has been requested, received, and shared.
  • Take care before making changes to accounts, documents, or arrangements when there is a lot to manage.
  • Use official public services for formal reporting and qualified professionals for formal decisions.
  • Share sensitive information only with people who genuinely need to know.
  • If several people are involved, agree one calm point of contact where possible.
  • Treat external links as information sources only, not as instructions to choose a service.

Last reviewed: 18 September 2026