Delays: Bereaved families have been forced to wait up to a year for a probate application to be approved
Grieving families face long waits on hold to the probate office, after it slashed the opening hours on its phone line indefinitely, Money Mail can reveal.
In February, HM Courts and Tribunals Service (HMCTS) cut the opening times on its phone line in half, reducing them to between 9am and 1pm Monday to Friday, instead of the usual 9am to 5pm service.
It was expected to last 12 weeks, freeing up civil servants to deal with an enormous backlog.
But yesterday, the probate office confirmed that the restrictions would continue for an undisclosed period of time.
Families have been forced to wait up to a year for a probate application to be approved.
Five years ago, it took ten days. Without these documents, families are unable to deal with their late loved one’s affairs and may have to pay tax and legal expenses out of their own pocket.
Relatives who phone the helpline after lunchtime are directed to the service’s webchat, which when tested by Money Mail said: ‘All our advisors are busy. Try again in a few minutes.’
Campaigners have slammed the move as ‘disgraceful’, as it will lock out elderly customers without access to online services.
An HMCTS spokesman says: ‘As demand remains high, we have decided to extend the temporary measure of moving staff off our phone lines so they can continue to help process applications more quickly.’
a.cooke@dailymail.co.uk
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