Probate Registry Complaints Procedure
Probate Quotes Probate Disputes
Items in italics are my comments. If you are NOT the executor, then this is unlikely to be a way to complain about matters and my experience is that the Registry staff are generally unwilling to engage even with executors if a professional submitted the application. They are positively not allowed to give information to third parties such as beneficiaries. I understand that the Registrar considers that professionals have access to information on all cases submitted online. That does make it VERY expensive to chase professional executors for information they may not have, and at least will involve 5 touch points – your call, their secretary’s action, the lawyers’ email, the registry reply (if lucky), and conveying that information to the client. At a minimum that is 5 units of time, typically 30 minutes costing on average around £150 including VAT. Usually, for no response. So, wait 16 weeks, then email co************@*********ov.uk with case reference if you have it, if not then date of death, full name of deceased and date the cheque was cleared, wait 10 days for a reply, then email again copying in your MP. Only then continue reading:
Probate Registry Complaints Procedure
How to raise a complaint or give general feedback about the service The Probate Registry (part of His Majestys Courts Service) provides:
Make a complaint if you’re unhappy with the Probate registry service
You might want to make a complaint. Our complaint process looks at how your case was handled by our staff. We’re not able to change the decision in your case or investigate how a judge or magistrate acted towards you.To complain about the Probate Registry service:
- complete our online Probate Registry complaints form
- speak to a member of staff in our buildings and we’ll record your feedback (unlikely to be much use with the difficulty in getting through to 0300 303 0648)
- contact our courts or tribunals by email, phone or in writing – I recommend emailing co************@*********ov.uk and copying in your MP.
We aim to respond within 10 working days.
Review
If you’re not happy with the reply to your complaint, you can ask a senior Probate Registry manager at the office to carry out a review. You should explain why you’re not satisfied. The manager will aim to respond to you within 10 working days.
Appeal against the Probate Registry’s Review
If you’re not satisfied with the senior manager’s review of your complaint, you can appeal to the Customer Investigations Team. The manager who reviewed your complaint will give you their contact details. The Customer Investigations Team will take a fresh look at the way your complaint has been handled. They will aim to respond to you within 15 working days.If you remain unsatisfied at the end of the HMCTS complaints process, you can also ask your member of Parliament to refer your case to the Parliamentary and Health Service Ombudsman.
If you’re unhappy with the result of your case
If you’re unhappy with the result of your case, you can appeal the decision, for example, if you think the decision was incorrect. You might want to seek legal advice if you decide to do this. You can find out how to appeal a decision with the judiciary on GOV.UK or through your legal representative.
Give feedback on the Probate Registry Service
To tell us how we can improve:
- complete our online feedback form
- speak to a member of staff in our buildings, and we’ll record your feedback
- contact our courts or tribunals by email, phone or in writing
We’ll not be able to write back to you, but we want to hear if we can improve.
Say thank you to the Probate REGISTRY (the Government Department, not us!)
To tell us we’ve done something well:
- complete our online thank you form
- speak to a member of staff in our buildings and we’ll record your feedback.
- contact our courts or tribunals directly by email, phone or in writing.
We’ll not write back to you, but we want to know if we’ve done something well. We can make sure it keeps happening and learn from your feedback.
That is the end of the Justice Department’s complaints procedure.
Our private case has been going on for 14months, twice we have hadto pay for recorded delivery as the paperwork has gone missing at their end, we have never been contacted when things have gone wrong, we only find this out when we have made a call, this has now cost £1200 solicitors fees as probate hasn’t been completed
My sympathies Andrea!