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To ask the Secretary of State for Justice, with reference to the Answer of 2 September 2019 to Question 284794 on Probate: Computer Software, what steps he is taking to ensure applicants can give feedback on their satisfaction with the probate application process after a grant has been issued.
To ask the Secretary of State for Justice, with reference to the Answer of 2 September 2019 to Question 284794 on Probate: Computer Software, what steps he is taking to ensure applicants can give feedback on their satisfaction with the probate application process after a grant has been issued.
Probate Services provided by Her Majestyâs Courts & Tribunals Service (HMCTS) have been designed and developed incorporating user feedback. The user satisfaction rate measured at the time the customer submits their application (the point at which they finish their interaction with our online process) remains consistent at 92%.
HMCTS welcomes customer views throughout their interaction with its services, including after the application has been made. The agencyâs formal complaints and praise procedure is available for this purpose and customers can engage with it at the court, on the phone, or online at GOV.UK. Feedback is used to inform ongoing service improvement. In respect of probate HMCTS received feedback from applicants on their concerns in a number of ways. The agency has recruited more staff to address a peak of workload and is now issuing in excess of 1,000 grants a day, which has led to reductions in waiting times.