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General => The Common Room => Topic started by: willow2670 on Tuesday 22 April 08 15:07 BST (UK)
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Hi everyone,
Has anyone waited longer then the est. depatch date
for their certs?
Have they still a big backlog?
Or am I very impatient >:(
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MIne took just over two weeks to turn up. I just presumed it was the backlog from Easter shutdown.
Jean
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I have ordered one today and they say it will be despatched 28th April (Monday). I had three the other week and they were only issued one/two days after estimated despatch date so fingers crossed. :)
Rosie
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I have recently received 2 certificates from them both sent out on the estimated despatched days. Ordered another on Friday with a despatch day of 25 April.
Carolyn
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I ordered 2 certs. on 12th April.
Est. despatch date 18th April.
No sign of them yet! ???
Kooky
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So the GRO look like they are on top of their backlog.
I must remember to be more patient ::)
Thanks to you all for your feedback
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Oh kooky...don't tell me that!
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I have one outstanding - ordered 28th March and due to be despatched 3rd April - still hasn't arrived.
I understand there is a new computer system involved because of GRO becoming part of the Identity and Passport Service but this delay seems a bit excessive.
Maybe I should chase it up. :-(
Ruby
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Ruby
Do chase the GRO on this one..almost 3 weeks!
even if they can confirm what date it went out.
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I ordered two on the 9th April with estimated despatch 16th, haven't arrived yet. ::)
Susan :)
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Right, Willow, I've just sent a reminder to GRO and I'll let you know what transpires.
Ruby
PS It'll probably arrive tomorrow!
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Ruby
I ordered three at about the same time as you with despatch date 3rd April they were produced 3rd, 4th and 5th April and came 2nd class post arriving 8th and 10th April. Just realised one was produced on a Saturday.
Rosie
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Hi Rosie
Just received an automated response saying there was a 2 day delay in sending certificates and that things would be back to normal week beginning 21st April.
However, I noticed this at the bottom of the message and have resent my enquiry as instructed.
If you would like to send us further emails, to avoid receiving our initial
auto-response again, please make sure you include the letters GQ , with a
space on either side, in your subject line. You will receive a personal
response.
Hopefully I will get a proper answer now.
Ruby
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Hi Ruby
Thanks for that - the one I ordered today should come on time then.
Hope they sort yours out quickly ;D
Rosie
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Received one this morning :)
Kooky
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Received my two this morning :D ordered on 9th April, so taking about a week longer than usual.
Still, better than a couple of years ago when the norm was 4-5 weeks ::)
Susan
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I'm still waiting ...
Ruby
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I'm still waiting ...
so am I :(
Ruby...did you get a reply to your email yet?
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I ordered three death certificates and a marriage certificate that had a despatch date of April 18. The death certificates arrived on April 22nd and the marriage on the 23rd.
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Hi Willow
No reply and no certificate either - postie has already been today so I'll have to hope it arrives tomorrow.
Regards
Ruby
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The other cert. arrived this morning!
Kooky
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I have had a cert today which I ordered on the 14th so thing are moving better now I think.
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Hi
Are you still waiting Ruby?
I have had a certificate which I ordered 22nd April and was told despatch date would be 28th.....It arrived today the 28th!!! Well done Southport. ;D
Rosie
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That's excellent service, Rosie! Generally, I think the GRO is most efficient with the despatch of certificates.
MarieC
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I'm still waiting... :(
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Sorry Willow, I should have replied to you as it was your post. :(
That isn't good that you are still waiting, perhaps it's the postal service and it's floating around somewhere, probably with some plants that were despatched to me last Monday and haven't arrived yet.
I think it needs chasing now though as they are obviously on top of things at Southport.
Rosie
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Rosie
Have now emailed them today, same as Ruby had.
I will have a reply in 5 working days :o
Sue
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Willow
Can you wait that long - you are both being incredibly patient
Rosie
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I suppose so many of us are too eager on waiting for certs.
But this time its special...........really ;)
It has taken me over 20 years to find it!
Sue
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I've ordered certificates from GRO during the past 5-6 weeks and they've arrived after a few days as normal, although I did receive 2 on Saturday that I ordered at the end of the previous week, but a 3rd one I ordered at the same time has yet to show up. I haven't had an e-mail from GRO telling me the certificate is not available, which has happened when I've given the wrong reference, or asked for birth when I meant death certificate.
However, one of my son's wanted his own son's birth certificate as his ex-wife has lost the original. He paid £23 for next day recorded delivery and it took nearly 2 weeks. Worst of all, the postman didn't put a card through the letterbox to tell them there was a recorded delivery item waiting for them and it was only because someone suggested they ring the sorting office that they found it was there. Another day and it would have been returned to the GRO.
Lizzie
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Hi Lizzie, Sue and Rosie
Still no word - and no certificate. My 5 working days are over at the end of tomorrow so I hope to have heard something by then. I imagine there must be some problems there with the amalgamation and the new computer system which will hopefully be sorted soon. Usually they are very good.
I'll let you know how it goes.
Regards
Ruby
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I've ordered a number in the past three weeks (10 in total...hurray for overtime and the extra pay. :p), and it's been hit and miss about when they've arrived. Some much earlier than they'd predicted, some much later...I ordered them in three, batches. I'm still waiting for the third (which were due for release yesterday), but some from the first batch arrived (and indeed were dated) a week after the second batch had all turned up.
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I rang the GRO 3 times yesterday, but they could
not give me any info on my order as their 'system'
was down.
Rang again this morning and they could not let me know when
the cert was despatched.
I was also told to wait at least 4 weeks for the cert to arrive.
Why o why cant they say that it will take upto 4 weeks when I ordered,
as I could then use the other option of obtaining
a copy from the registrar office >:(
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Sounds like a bit of a lottery at present - you win some, you lose some!! ;D
MarieC
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My cert hasn't arrived yet and neither has my email reply. I ordered my cert on the 28th March and GRO amalgamated with the Identity and Passport Service on the 1st April. I am wondering if it is those certificates ordered around the time of the amalgamation that are lost in the ether and can't be traced at the moment.
Ruby
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I ordered on April 16th, they were showing that 'plus 2 days minimum' warning - and still no sign !
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Hi Ruby
The GRO phone-line is open until 8pm if you want
to ring them.
0845 603 7788
I think you will be entitled to replacements
after so long.
Sue
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I ordered a death cert. on 25th April, est. despatch date 1st May.
Should be here soon then :P
Kooky
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I ordered marriage certificate 24th April arrived today, that's the good news. The bad news despite providing reference checking points it's the wrong one :'(
Sent an email, had a quick response
Whilst our service level target is to respond to customer emails within 5 working days, please note that due to a backlog of certificate applications, we are experiencing high levels of progress chasing queries and the current turnaround times for emails has increased to 9 working days
I will have to be patient :-\
Susan
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Why have they suddenly got this backlog etc. There haven't been any programmes on TV leading "new" people to suddenly start sending for certificates. If it is because of amalgamating with Identity and Passport service, they shouldn't have bothered ::) Remember the problems when the passport offices went computerised their system a few years ago, people weren't receiving their passports in time to go on holiday and had to queue at the passport offices.
I took pot luck and ordered 3 more tomorrow, despite still being owed 1 out of the 3 I ordered a couple of weeks ago, with a promised despatch date of 25 April. The two I did receive must have been sent before 25 April as I received them on the 26 April 2nd class post.
Lizzie
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When did they start sending the certs out 2nd class?
Why have they suddenly got this backlog etc. There haven't been any programmes on TV leading "new" people to suddenly start sending for certificates. If it is because of amalgamating with Identity and Passport service, they shouldn't have bothered ::) Remember the problems when the passport offices went computerised their system a few years ago, people weren't receiving their passports in time to go on holiday and had to queue at the passport offices.
I took pot luck and ordered 3 more tomorrow, despite still being owed 1 out of the 3 I ordered a couple of weeks ago, with a promised despatch date of 25 April. The two I did receive must have been sent before 25 April as I received them on the 26 April 2nd class post.
Lizzie
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I have order a number over the past eight weeks and all have been 2nd class, so that's before the latest rise in postage :-\
Susan
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No wonder my cert has not arrived ::)
It will take forever and a day to reach Ireland ;)
Sue
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I read this thread when it first started, so thought I'd apply to the local register office instead. In the end it took just as long and came folded in four - the certificate, a wedding one was filled out onto a long modern certificate and the writing was very modern in style. I'm sure they did their best, but it just didn't feel/look right.
I've just sent off for one from GRO today, so we'll see how that goes.
One thing I have to say in favour of the local offices is that they usually send back the cheque if the entry doesn't match the details specified, whereas a percentage charge is made by GRO.
Paulene :)
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I would say that GRO are caught between a rock and a hard place here. Instead of saying right at the beginning that changes were taking place to their computer system because of the amalgamation with Immigration and Passport Service and that delays may result, as usual where technology and government are concerned, they said nothing. One of these days somebody will realise that technology is a high risk component of business and be honest about the unknown. How many times have systems been overloaded or crashed because the risks weren't properly planned for, acknowledged and communicated.
What we have now is a whole load of people, including me, wondering where on earth (or in the atmosphere) their orders for certificates are. We also have an organisation overwhelmed with email and telephone enquiries from people who want to know, justifiably, where their certificates are and this then overwhelms an already overwhelmed system and nobody wins.
An honest and up to date message on the GRO website would perhaps go a long way towards resolving this mess.
Ruby
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Ruby they have had this message on their ordering page since the first week in April.
Service Announcement - Friday 25 April
The General Register Office are currently experiencing high levels of requests for certificates. Although every effort is being made to despatch all orders on time, you may experience an additional one day delay in the despatch of your certificate(s)
We apologise for any inconvenience caused and anticipate that the service will be back to normal from the week beginning 28 April.
Please note that our Priority Service is not affected and all priority orders are continuing to be despatched on time.
From 1 April 2008, the General Register Office became part of the Identity and Passport Service. Please note when purchasing certificates online using a credit/debit card, the transaction will be shown as “Identity and Passport Service” on your bank statement.
I ordered and expected a long delay time- it arrived 3 days after the date I was quoted,which was 25th April.
Mine was the right one (sorry Susan ;D) but of course it's now led meon to more questions.
Carol
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Hi Carol
On the 22nd April I received an automated email response from GRO to my email chasing up my certificate which said that the service would be back to normal on the 21st April.
I don't believe the 'high levels of requests for certificates' I think it is solely due to the new computer system for the amalgamated services.
The problem seems to be with certificates ordered around the time of the amalgamation on 1st April.
If things were supposed to be back to normal from the week beginning 28th April, I cannot understand how a certificate I ordered on the 28th March has still not arrived.
Regards
Ruby
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I read this thread when it first started, so thought I'd apply to the local register office instead. In the end it took just as long and came folded in four - the certificate, a wedding one was filled out onto a long modern certificate and the writing was very modern in style.
If ordering from the local registrars office they ask for a stamped envelope, I send an A4 so at least it comes back unfolded. With marriage certificates I ask for a copy of the original so you get ancestors signatures, sometimes not possible because of the faintness of writing. Most registrars offices are very accommodating :)
Susan
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HI Ruby
Have you rung them as suggested earlier, to see if they have been lost in the system?
If they were experiencing a high level of requests up to 1st April,after this weekend's WDYTYA live show at Olympia it will get ten times worse again for a while ::)
Fingers crossed for you.
Carol
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Hi Carol
I thought I would wait until next week to see if the certificate arrived or if I got an email reply within the 5/9 days. If I don't I'll phone them but I didn't really want to phone them without giving them a chance to reply by email.
Hadn't thought about the WDYTYA show next week - you're right it will definitely make things ten times worse. Maybe I should phone today. :-o
Regards
Ruby
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Death cert. I ordered 25th April, est. despatch date 1st May, has arrived today [2nd May] :)
It is the correct one and has extra info. which is useful.
Informant is nephew and place of death was Workhouse.
Kooky
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Hi Carol and all
I've just phoned GRO and discovered that the reason I haven't got the birth certificate is that the parents didn't check out and my money was refunded on the 10th April. Unfortunately the email notification from GRO never reached me! So there's me back to the drawing board.
I should have phoned them earlier ...
Regards
Ruby
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The GRO website has been updated yet again ::)
Service Announcement - Thursday 1 May
The General Register Office are currently experiencing high levels of requests for certificates. Although every effort is being made to despatch all orders on time, you may experience an additional one day delay in the despatch of your certificate(s).
We apologise for any inconvenience caused and anticipate that the service will be back to normal from the week beginning 28 April.
Please note that our Priority Service is not affected and all priority orders are continuing to be despatched on time.
From 1 April 2008, the General Register Office became part of the Identity and Passport Service. Please note when purchasing certificates online using a credit/debit card, the transaction will be shown as “Identity and Passport Service” on your bank statement
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Still no cert...I wonder if the postie will deliver on a
bank holiday monday ::)
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That's exactly the same message as the one I posted.
Apart from a new date of course ::)
Carol
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Carol
This is a frequent update..same message different dates.
When I first ordered my cert on the 13th April it stated they
would be back to normal 14th April >:(
Service Announcement - Thursday 1 May
the service will be back to normal from the week beginning 28 April.
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i ordered a while ago, told despatch on the 24th april. still got nothing here
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I ordered 2 certs on Mon 28th April @11.30am and got them this morning,
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I ordered 2 on 18th April, given despatch date of 25th April, one, dated 29th April, arrived 1st May and the other, dated 30th April, today......
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I also ordered a certificate on 28th April, it was due to despatch on 6th May but it arrived this morning which was a lovely surprise. I wonder if they've taken on extra people to deal with the backlog. Hope all the outstanding certs arrive soon.
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Ordered April 16th, dispatch promised 22nd (plus ' 2 days delay due to ... ' - still nowt .. :(
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Newfster - I wonder if it might be worth phoning them to find out what's taking the time. It might be that it wasn't the right one, like Rubyrose, and they refunded your money some time ago. It'd be useful to know, either way, I should think.
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sadly no refund - I check card & account balances daily with Online Banking ...... hate to have to spend money on a phone call, but it may be the only (quick) solution at this stage ....
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got 3 of the 5 i ordered today. will see what happens tomorrow
perth
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got 3 of the 5 i ordered today. will see what happens tomorrow
perth
When did you order them?
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18/4 despatched on the 24th or so they say
:) :) :)
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So, perth tiger, you ordered your certificates the same day as me and received some 2 days later and you're in Western Australia and I'm in Scotland. Errr - what does that say about our postal system?
??? ::) ::)
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I ordered 3 certificates on 19 April, despatch date supposed to be 25 April. I received 2 of them on 26 April, both dated 24 April and the 3rd one today, 6 May, which was dated 1 May.
I'm now awaiting another 3 which I ordered 1 May, despatch date shown as 9 May.
Lizzie
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got the rest of the certs today. sent on 24th. but they usually only take 3 days from despatch to get here.
perth
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Email response target now 9 working days ...... ::)
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still no sign of mine :'(
ordered the 13th April
est. despatch 24th April
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Hi Willow
Sorry to see you are still waiting for your certs. Did you manage to get a response to your telephone enquiries? Hope they arrive soon, its strange they are taking so long.
I am about to order what I hope is the correct birth cert for my great grandmother so - fingers crossed!
Regards
Ruby
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The GRO is not really my favourite organisation right now. I did receive a certificate I'd order last week...however, it was not the certificate I'd ordered! (I'd ordered a death one for Elizabeth Golding, aged 60 years...they sent one for a young girl whose name I forget, aged 10 months). I would mind so much, but I'd given them all the reference number and a cornucopia of information...and the certificate was, for once, quite readable. It would only have taken a few seconds to visually inspect it and notice the mistake.
Now I've to wait a further week while they address the error and (hopefully) send me the right one. ::)
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Sounds as though the GRO are really overloaded and mistakes are creeping in! ::)
Not sure how perth manages to get certs from England in 3 days - that really is something! :o :o
MarieC
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Sounds as though the GRO are really overloaded and mistakes are creeping in! ::)
Not sure how perth manages to get certs from England in 3 days - that really is something! :o :o
MarieC
it is normally quicker to get mail from the uk than it is from the eastern states here, allthough they say next day delivery
:) :)
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Hi,
Just a quick update - orderd my certificate from GRO on 1st May, and received it today 12 th May (says despatch date 8 th May on the form enclosed). Could be worse!
Paulene :)
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I ordered 3 certificates on 1 May, received 1 today. date of despatch was 9 May like Paulene's certificate, hopefully the others will arrive tomorrow.
Lizzie
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still waiting since April 16th ...... darent reorder or twill show up :P
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Just to redress the balance a bit - I ordered two certificates on 3rd May with a despatch date of the 12th. One arrived on the 10th!
I am not normally lucky like that.
Sue
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still waiting since April 16th ...... darent reorder or twill show up :P
I should give them a kick up the a*** if I were you.
Maybe they're lost in the post,or perhaps there was a problem and they couldn't issue them.
I'd email or ring if it were me ;D
Carol
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already emailed -, they are quoting 9 days to respond. Guess I'll give in and phone, but hate spending more money .....
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Just to update my winge..
ordered the 13th April
est. despatch 18th April
emailed them 28th April
phoned them several times & was told to wait
a bit longer owing to huge influx of orders
phoned again on the 7th May & was told a replacement was sent out on that day.
Received reply to my email 10th May & I quote
I have authorised our certificate production team to issue a replacement certificate
and post it out to you within five working days :o
Now I do not know if a replacement was despatched
7th May or it will be despatched on or before the
16th May.
Just wish I had it now ;)
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Sounds as though their customer service is suffering more than a little, under the influx of orders!! ::) ::)
MarieC
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i did notice when i got mine that the reciept they send with the cert had changed. if mine where sent when they said it was the post that took a long time
perth :) :)
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Now the competition is hotting up..
I live in Ireland but close to the border of the North.
I popped to the North of Ireland this morning & sent a
letter to Westminster Registrar Office requesting a copy
of the same cert enclosing my cheque & a return envelope
addressed to the nearest local post office, also in the North
so the cert travels between the Royal Mail
(if you know what I mean). ::)
I wonder which one will arrive first ;D
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Sue,
You're not putting any reliance on Royal mail for anything are you ::)
Carol
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I do not know who the fault lies with..
Southport or the Royal Mail or
even the post within Ireland :-\
so I thought I'd hedge my bets a little ;)
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I popped to the North of Ireland this morning & sent a
letter to Westminster Registrar Office requesting a copy
of the same cert enclosing my cheque & a return envelope
addressed to the nearest local post office, also in the North
so the cert travels between the Royal Mail
(if you know what I mean). ::)
I wonder which one will arrive first ;D
Have received my cert today from Westminster Registrar Office.
I do wish I requested the cert from here in the first place ::)
Now, I wonder when I will get the one I ordered from the
GRO on 13th April ;)
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Willow - On this occasion my bet would be the backlog at Southport rather than Royal Mail. I had a card from Cork today, written on 14 May. I don't know when it was posted, as it managed to slip through without being franked! Now if I needed to use a € stamp, I'd have one for free.
Lizzie
ps. I've now received all 3 of the certificates I ordered on 1 May.
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I ordered a death cert. on 4th May. Est. despatch date 12th May. It arrived 2nd class 14th May.
Kooky.
ps. ordered a death cert. after 9pm Mon. 9th June. Est. despatch 16th June. It arr. today 14th June. :)
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I ordered 7 certificates late on Tuesday night (12 May). Two of the marriage certs arrived today (17 May)!
The form said with them says expected dispatch 19 May. So they were ahead of themselves!!
Well done GRO in this case.
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ordered the 13th April
est. despatch 18th April
emailed them 28th April
phoned them several times & was told to wait
a bit longer owing to huge influx of orders
phoned again on the 7th May & was told a replacement was sent out on that day.
Received reply to my email 10th May & I quote
I have authorised our certificate production team to issue a replacement certificate
and post it out to you within five working days :o
Now I do not know if a replacement was despatched
7th May or it will be despatched on or before the
16th May.
Have received two of the same certs from Southport today.
1. Cert ordered 13th April...has gone awol
2. Phone call made to Southport 7th May was despatched 13th May.
3. An email reply sent to me from Southport 10th May despatched the 12th May.
Going by the envelopes the certificates were sent in,
I can't tell if they were sent 1st, 2nd or otherwise.
Sue
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I got the rest of the certs ordered 12/13 May today, 19th.
Brilliant!
But oh dear, the occupations - I now have THREE John Quested, brushmaker as well as a Charles and a Thomas, all related, all in Mile End and environs, but, as I only thought there were TWO Johns, it is back to the drawing board!
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i ordered some today and the despatch date is the 29th. wonder how long after that they will arrive
perth :) :)
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They are running a survey on the GRO site - dont know how random it is ..... this Q caught my eye ...
60. Please indicate to what extent the following services would be of interest to you, if they were provided by GRO?
0% (not at all) 25% 50% 75% 100% (totally)
o Certificate tracking (similar to amazon where's my stuff)
o An online index (so as to be able to find the index reference online)
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i ordered some today and the despatch date is the 29th. wonder how long after that they will arrive
2 of the 5 arrived today im hoping the rest are not too far behind
perth :)
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I ordered 4 certificates on 23 May. Three arrived, (one marriage and 2 out of three death certs) despatched 30 May, however, I specifically asked that the death certificates I had ordered be checked to see if the lady concerned was a widow of a man named Richard.
The two certificates I received had the correct name of the lady concerned, but neither certificate showed that she was a widow of anyone and, in fact, one of the certificates was for a 14 month old baby. ???
I wrote to GRO complaining that the checking had obviously not been done and that I wanted a refund for the certificates that had been sent that I didn't want. They refunded £4. To my mind that is what I would have got for checking one certificate that was not what I wanted. I have written again as I think I should be entitled to £8, and also the 3rd death certificate has not been received and it is now a week overdue.
The only thought I have is that perhaps someone checked the 3rd certificate and that is the one for which I have the refund. However, normally when that happens they advise you which certificate has been checked.
What is it with the government and merging departments. It seems to me that what always happens is that the department that was working well, once merged with a not very good department, goes downhill too.
Lizzie
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I ordered on the 27th may and receiced 7 days later.
The problem is my cert order was for Mary Ann Bolton, born in the Birmingham reg district 1842.
GRO sent me the birth cert of Mary Willis, born in the Evesham reg district 1842.
Shocking service ! >:(
Pilgarlic
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What is it with the government and merging departments. It seems to me that what always happens is that the department that was working well, once merged with a not very good department, goes downhill too.
Lizzie
I agree with you Lizzie - as a former public servant, I saw this happen often. In the name of creating more efficiency, governments in fact create more inefficiency!! :( >:(
It is a shame if this is happening to the GRO, which once provided such a good service! From the posts here, it does seem that this is happening! :'(
MarieC
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i ordered some today and the despatch date is the 29th. wonder how long after that they will arrive
2 of the 5 arrived today im hoping the rest are not too far behind
perth :)
the rest arrived today all correct
perth :) :)
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I want to order some more, but will wait until I get a reply from my e-mails to them. I may order from the individual record offices instead, I'm sure it would be better and so would the checking.
Lizzie
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The GRO sounds pretty good!
NSW births deaths and marriages in Australia is currently taking 8 weeks to process certificate orders. I am going through a transcription agent instead, I don't have the patience to wait 8 weeks, she "only" takes 2.
- Belinda.
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But do you get the right certs, Belinda? It seems that one of the current issues with the GRO is that they have been sending people the wrong certs - not good!
MarieC
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iv only had 1 wrong cert sent to me. when i told them about they where very helpful and sent the correct one within 2 days
perth :) :)
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I sent an e-mail to GRO on 31 May and didn't receive any reply, so I sent another on on 6 June and received a reply today 17 June.
I complained that I had ordered 3 death certificates and asked that they be checked to see if the deceased lady was the widow of Richard. I have only received 2 certificates and neither had been checked, one doesn't show the lady as being anyone's widow and the other was for a 14 month old girl!
The e-mail I received today, asks me to return the wrong certificates - is that a good idea in the light of the incompetence of the department? I may end up with no certificates and no refund.
Lizzie
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just to show the difference, i found an entry in victoria australia records. i paid 99c to see the record and about $18 to down load the image. all up about 1 minute. it can be done if someone has the will to do it
perth :) :)
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it can be done if someone has the will to do it
Not if the UK Govt. has anything to do with it. Anything computerised that they touch turns to stone - well almost.
Lizzie
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The e-mail I received today, asks me to return the wrong certificates - is that a good idea in the light of the incompetence of the department? I may end up with no certificates and no refund.
Lizzie
Trouble is, the wrong certs aren't much use to you, are they, Lizzie?
Perth is right - I got a marriage record from Victoria - quite reasonably priced and instant! I ask, if the National Archives can digitise the PCC wills and make them instantly available, as they have, what is the major stumbling block with the GRO and the civil registration records?
MarieC