Chief Land Registrar's Report

Health and Safety

This year was the fourth full year of operation of the Land Registry's Independent Complaints Review service. The Independent Complaints Reviewer, Mrs Jodi Berg, 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.

• 46 complaints received (down from 67)
• 42 complaints investigated (down from 59)
• 1 complaint upheld
• 8 complaints partially upheld
• 33 not upheld

The Independent Complaint Reviewer's annual report, is available from:
New Premier House Telephone +44 (0)20 7278 6251
150 Southampton Row
London WC1B 5AL

ICREST, our Evaluation and Study Team, considers recommendations made by the Independent Complaints Reviewer. Our Minister at the time, Michael Wills, stated to ICREST:

"I am delighted to note the very positive and pro-active approach which the Land Registry has taken to complaints handling and in particular to the Independent Complaints Reviewer's recommendations. As Mrs Berg has herself acknowledged the vast majority of Land Registry customers receive excellent service. However it is good to know that the ICR and Land Registry are working well together to identify and improve those areas of the business where customers have experienced problems and to provide yet higher service standards."