Probate Delays - the outsourcing mess

PeterPepper

I've posted the gist of this on another thread, but thought that readers might like to know one of the reasons (there may be more!) why probate is taking so long. Especially so since sensitive and personal documents seem to be ending up with a commercial company over whom the HM Courts and Tribunals Service appear (to us) to have so little control.

My wife has been waiting for 18 weeks. Discovered that the Will goes off to a company called Exela for scanning, prior to further processing. In our case, we also discovered that this company missed scanning the final page (of a four-page) Will. All excuses thereafter have been "waiting for the scanning company", "waiting for a re-scan". Made formal complaint to HMCTS (which runs Probate) and was told:

"We are awaiting for the Scanning company to re-scan the will. There is a known issue with the 3rd party we employ in Harlow where you have sent your documents. This matter is currently under investigation and our senior management are involved to resolve the issue."

That was 22 working days ago, and they are still coming up with the same excuse. Have also made dozens of Twitter postings to HMCTS, Ministry of Justice (who oversee HMCTS), CEO of HMCTS and Sec of State for Justice. Not a peep in response. Have now started a complaint to the Parliamentary and Health Service Ombudsman. Sent the complaint form to my MP (such complaints have to go via your MP) on Monday, and am now awaiting a response.  I advise you to do the same, and also to go on something like Twitter and keep trying to shame them into doing something. My handle is @prothalus if you want to see what I've been saying on behalf of my wife.

As a footnote: The unions (et al) warned HMCTS in May last year about the dangers of outsourcing probate work to external companies. Obviously, HMCTS ignored them and now we are paying the price. It seems that our only option is to keep digging and complaining until somebody takes notice. Ridiculous situation!

NeilRed

Currently having issues with lost witness questionnaire. Two sent separately by recorded delivery arrived in the same delivery 14th Jan. One uploaded same day, other lost. Dealing with Probate office is like a black hole. Phone staff don’t know but aren’t “allowed” to give contact details for someone who might. Very frustrated.