Customer Service and Operations
Independent Complaints Reviewer
2002-03 was the fifth full year of operation of 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.
During the year to 31 March 2003:
- 54 complaints received (up from 46) incorporating 79 separate allegations
of maladministration
- 86 allegations investigated of which 10 upheld, 9 partially upheld and 67
not upheld.
You can obtain the Independent Complaint Reviewer's annual report from
her office:
New Premier House
150 Southampton Row
London WC1B 5AL
Telephone 020 7278 6251
ICREST, Land Registry's Evaluation and Study Team meets to review and
consider the findings of the Independent Complaints Reviewer's Annual
Report as well as her comments and recommendations arising from the final reports
on individual claimants. The Team has made a number of recommendations for changes
of practice and, when needed, a change in culture. The Team has continuously
evaluated these changes and given support and advice to other bodies, including
the Arts Council, in relation to the reform of their own complaints handling
systems.
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