Complaints and corrections

We see complaints as an important aspect of customer feedback because they identify gaps or deficiencies in service delivery and lead to improvements. Customers can complain online, in person, over the phone or in writing (including fax and email). There is also a freephone number for the Customer Service Manager for Land Registry.

Customers are informed of improvements made in response to complaints either directly or through our customer magazine Landnet. Information about improvements is also published in the short report to our annual customer satisfaction survey.

In 2006/7, we received 2,589 complaints (4 per cent more than those received in 2005/6) of which 88 per cent were responded to within our five-day target (compared with 91 per cent in 2005/6).

The Independent Complaints Reviewer (ICR) conducts impartial investigations of complaints from customers who are dissatisfied with the service they have received from us and who have not been satisfied by our internal complaints procedure. The number of referrals leading to formal investigations by the ICR remains low. Of those few complaints rising to investigation level, only a handful have been upheld.