GRO reply to email

[EdCan]

Can someone tell me how long  it usually takes for a reply from GRO? A week ago I received a couple of digital birth certs that were missing all or part of date and place of birth. I immediately contacted GRO using their online form but have no reply so far.

Ed

[garden genie]

Their 'contact us' page says 'We will respond to your enquiry within 5 working days' but I would expect it to vary a bit depending on how busy they are. Did you get an automatic acknowledgement of any kind?
A year or so ago I used their webform and had no apparent reply so I emailed them* and mentioned that I had previously tried to use the website form. I got a reply a couple of days later with a stock apology and the answer to my query, but no mention of whether they had actually had my first attempt.

* The contact page says-
'E-mail
You can contact us by email at certificate.services@gro.gov.uk.
We will respond to your enquiry within 5 working days.'

but further down it also says-
'If you have a complaint about an order, you have already made or the service you received. You can contact us using our online form. We will respond to your query within 20 working days.'

Personally I would give them a couple more days and then use email!

[ChrissieL]

I'm having trouble with the GRO too. I ordered a copy of a will.  Had an email to say the document was available and ready to download. However when I looked for it in My Orders it was nowhere to be seen. I also emailed and today was the conclusion of the 5 working days. I'll give them a few more days as I know they are busy, then I'll try again
Chris

[EdCan]

I guess that I will bide my time and exercise patience.

Thanks
Ed

[Tickettyboo]

I'm having trouble with the GRO too. I ordered a copy of a will.  Had an email to say the document was available and ready to download. However when I looked for it in My Orders it was nowhere to be seen. I also emailed and today was the conclusion of the 5 working days. I'll give them a few more days as I know they are busy, then I'll try again
Chris

GRO only supply BMD certs.

For wills you need to log in on:  https://probatesearch.service.gov.uk/#wills

Boo

[ChrissieL]

Hi Boo
Yes I ordered the will through the Probate Service.  This is a copy of the email I received from them
----------------------
Order Fulfilled

The probate document you requested via 20238000325750 on 02/09/2023 relating to:
Loton, Joseph, 05/12/1884 was processed and is now available for download.

This is an automated message – please do not reply.
-------
I have looked in 'My Orders' on the GRO site but it isn't there
Am I looking in the wrong place?

Chris

[Ray T]

Should you not be looking at the Probate Service site?

[Tickettyboo]

Hi Boo
Yes I ordered the will through the Probate Service.  This is a copy of the email I received from them
----------------------
Order Fulfilled

The probate document you requested via 20238000325750 on 02/09/2023 relating to:
Loton, Joseph, 05/12/1884 was processed and is now available for download.

This is an automated message – please do not reply.
-------
I have looked in 'My Orders' on the GRO site but it isn't there
Am I looking in the wrong place?

Chris

If you are looking at My Orders on the GRO site then its definitely the wrong place.

 you need to login on the probate site as that is where you ordered it

https://probatesearch.service.gov.uk/#wills

Boo

[ChrissieL]

Got it!

Thank you Boo and Ray T for your help.

Chris