Probate complaints process?

Dave_5150

I'm planning ahead as Monday will be eight weeks since the probate service recieved my documents, and as yet other than an email to query an earlier application I had started online that became corrupt after an update they made to the system I have heard nothing.

My application should have been very simple to process, it is simple estate that is well below the £325k IHT threshold, the will was recent, there is only myself and my wife as executors, and myself as sole beneficiary.

I replied to the query they raised at week six within minutes of their email, and they confirmed there were no other stops on the application by web chat. When I asked about timescales they suggested that the eight weeks would start again at that point but their website says eight weeks from document receipt.

Sadly I'm expecting to get fobbed off when I can finally ring them next week and I do need to get this resolved to continue the legal process around the house sale.

Can anyone provide a link to there complaints process please? I didn't spot it online.

Dave_5150

Probably worth noting that I did find a complaints wider process through Google for HM Courts and Tribunals, which I am unable to link to due to my junior status on this forum.

However I am not sure whether this is the correct process for the probate service.

kipsterno1

The eight weeks is only a guide. Some will tell you that it was turned around in a week others have waited months. I'm not sure you are at the complainant stage yet maybe another phone call to see if it moves things on, that worked for me.

It is a legal process so will take time and with winter just over there is the likelihood of more applications and thet are still running on reduced staff with covid.

SeniorSam

A telephone call would be better and 'calmly' asking to speak with a supervisor or manager if you do not find the first person has enough information. If you go along a complaints procedure it may be that it then gets into 'another' list that takes even longer.

As mentioed by others, sometimes these matters do take time longer that we would all like but as long as they have all the information and documentation (check when you call) then it will get there.

poppystar

I was told that a complaint would not speed up the process at all although obviously it would be looked into at some point, so I’m not sure this will help achieve what you want.

My application went from queue to queue- always to the back of the next one🙁. In fact it was better travelled than I was in lockdown, going from one probate office to another.

Dave_5150

I'm of the opinion that I have paid for a service, in fact the price increased to £276 from starting my application to completing it.

And they haven't delivered on the expectations they set out i.e. they did not confirm receipt of documents within two weeks as stated in their initial email, and they did not complete the process within the eight weeks they stated.

I appreciate it is a legal process, and that they have a back log too. However they knew this too when they set out those expectations about what to expect from their service.

In my mind if you pay for a service and the provider falls short of the expected standard then you should complain to both resolve your own issue, and to hopefully help make things better for others in the future.

I will give them a call when the eight weeks is up but I don't expect anything other than a "it takes as long it takes" response. 

It has been hard losing both my parents in a short timescale. Sorting the estate has helped keep my mind occupied and all that is left is complete the house sale which is the one thing I couldn't complete without probate.

Unfortunately I have found the probate process to be very stressful at a time where my usual resilience is lacking.

propertyhunter

Dave, do you have any update on your application for grant of probate? Did you call in the end?

Dave_5150

I called and as expected didn't get any real satisfaction. When pushed on what I should tell the solicitors they said it should be sorted either last week or this week. Last week came and went, and there has been no news so far this week.

They did mention they had an escalation process. However they wouldn't invoke it as I didn't meet their criteria which they wouldn't elaborate on, and it would apparantly still take two weeks.

SeniorSam

This is a very stressful time for anyone, particularly loosing both parents. Trying to sort out their final wishes to the best of your ability being slowed down by paperwork that we all feel should be completed more efficiently.

As already said, the process is hampered by Covid illness and staff shortages, but it will get there in the end. Trying to take a firmer line with any formal complaints is only just going to slow up up the works a little whilst your complaint is being dealt with. Take a deep breath and I feel sure that this will soon be through. You calls will have let them know how stressed you are and they appreciate that their job in dealing with people at a highly tense time is not easy.

I hope this will soon be sorted out for you and you will be able to move forward and try and get your life back to a more settled state. Our thoughts are with you. Good luck
Sam

Dave_5150

SeniorSam said:

I hope this will soon be sorted out for you and you will be able to move forward and try and get your life back to a more settled state. Our thoughts are with you. Good luck
Sam

Thanks, that's very kind

Pennylane

Sorry to be negative but I have found that the Probate Office just ignore you.  I am still awaiting a reply to an email I sent them over 2 months ago.  That whole service needs a good shake up because it is not working effectively.