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Old 25-09-19, 18:14
ElizabethHerts ElizabethHerts is offline
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Join Date: Dec 2009
Location: Hertfordshire
Posts: 9,273
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I e-mailed them this morning and the reply was in my inbox when we returned (from seeing Downton Abbey at the cinema) this afternoon.

This is the reply:

Dear Customer,

We are sorry that it has already taken us longer than 10 working days to send copies of your documents and that you had cause to make your complaint.

We know that our service hasn’t met with the time commitment we gave and that this is disappointing. We are experiencing very high demand for copies of wills, which means it is taking us significantly longer than usual to provide copies requested via gov.uk.

We are sorry for the inconvenience and the frustration that this delay is causing. Please be assured that we have your request and understand how important this is to you.

We are working hard to get the service back on track and to provide a more realistic timeframe for responding to requests for copies of wills when there is very high demand.
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