IPO customer service standards
The IPO customer service standards tell you the level of service you can expect and how we are performing against these targets.
We have reviewed our service standards for 2025-26 to ensure that they continue to meet customer needs.
We are currently meeting, or exceeding, most of our customer service standards. However, unprecedented demand and the transition to our new service platform continue to impact timescales in some areas. We are working hard to address any delays by recruiting and training additional staff as well as improving the efficiency of our processes and services.
More detail about our activities can be found in our Corporate Priorities.
| Service Standard | February’s Performance | March’s Performance |
| Customer Satisfaction Average overall satisfaction with the IPO of 85%. Customer satisfaction is measured on a quarterly basis. The figures reported reflect performance in our most recent customer satisfaction survey(s). |
87% (Q4) | 83% (Q4) |
| Customer Support Centre We will answer telephone calls to the Customer Support Centre within 60 seconds. We will respond to all written enquiries within 5 working days (measurement excludes enquiries transferred to specialist teams for a direct response). |
Calls 83% in 60 secs Emails 100% in 5 days |
Calls 86% in 60 secs Emails 100% in 5 days |
| Trade Mark and Designs Examination We will issue the first report on trade mark and designs domestic and international cases within 10 working days from the date it is ready to be examined. An application is ready to be examined once it has been filed with us and we have issued a filing receipt. |
Trade Marks: 90% completed in 10 working days International Trade Marks: 90% completed in 9 working days Designs: 90% completed in 13 working days International designs: 90% completed in 9 working days |
Trade Marks: 90% completed in 8 working days International Trade Marks: 90% completed in 8 working days Designs: 90% completed in 12 working days International designs: 90% completed in 8 working days |
| Patents “Preliminary” Examination Assessment of procedural and non-technical aspects of a patent application. We will complete all preliminary examinations within 1 month of receipt. |
90% completed in 1 month and 21 days | 90% completed in 3 months and 11 days |
| Patent Search We will issue all search reports within 6 months from request. Note: Current search timeliness figures are approximate, as we are currently transitioning to our new service platform |
90% completed in 6 months and 5 days | 90% completed in 6 months and 9 days |
| Patent Examinations Full substantive examination of legal and technical aspects of a patent application. We will perform patent examinations within 42 months of the priority date. |
90% completed in 62 months and 25 days | 90% completed in 6 months and 26 days |
| Patent Acceleration We will deal with all requests for accelerated processing within 2 months of receipt. |
90% in 3 months and 6 days | 90% in 2 months and 1 day |
| Trade mark and Designs Ex-parte hearing decisions We will issue a hearings report within 10 working days of a trade mark or design ex parte hearing. Example of differences between ex parte and inter partes hearings. |
90% of hearing reports issued in 10 working days | 90% of hearing reports issued in 10 working days |
| Inter-Partes Hearing Decisions We will issue formal decisions in trade mark, design and patent cases within 3 months of the hearing. If no hearing takes place the decision will be issued within 3 months of all submissions being filed or the deadline date. See wording below table |
90% of decisions issued in 14 months and 16 days | 90% of decisions issued in 14 months and 21 days |
| Register Requests We will action requests to correct names and addresses and record registrable transactions (such as a change of owner) within 10 working days of receipt. |
Patents: 90% completed in 12 working days Trade Marks and Designs: 90% completed in 7 working days |
Patents: 90% completed in 14 working days Trade Marks and Designs: 90% completed in 6 working days |
Quality performance
| Quarter 1 - 2026 | |
|---|---|
| Patent searches, examinations and amendments | 92% |
| Trade mark examinations | 91% |
| Design examinations | 98% |
Note: current patents timeliness figures are approximate, as we are currently transitioning to our new service platform.
Whilst additional casework resulting from the UK’s departure from the EU has largely been concluded, demand for Tribunal services in 2025 was over 10% higher than in the preceding two years. As a result, the Tribunal continues to manage a significant backlog of trade mark and registered design cases, with pendency times still failing to meet the Inter Partes Hearing Decisions service standard described above. We acknowledge the resulting delays and thank users for their patience. We are working hard to eliminate the backlog and return to performance inside the service standard. Further information on current pendency times can be found under the heading ‘Timeframes, volumes, and appeals on the Objecting to other peoples trade marks and the legal costs.
https://www.gov.uk/government/publications/ipo-customer-service-standards
