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I have suffered two bereavementents in recent years amd would like to compliment the Probate Registry for the way that their people engage with non-professional applicants.

In contrast, I have had a financial institution trying to impose its own, unnecessary bureaucracy upon me. I cannot think of a reason for this other than a wish to turn loss into a marketing opportunity for their products at a time when people may be vulnerable

I would suggest that the Government promotes a national protocol for all its instittutions when dealing diect. This could become a standard for others

The Land Registry advertises a single, separate contact point for all those who are not engaging with them on a professional basis so that they will be dealt with by appropriately trained and experienced staff.. It is rather nicely called the "Citizens' Centre" . That makes you feel respected and should be adopted more widely