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<p>Probate Services provided by Her Majesty’s 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%.</p><p>
</p><p>HMCTS welcomes customer views throughout their interaction with its services,
including after the application has been made. The agency’s 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.</p>
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