Customer Service and Operations

Putting things right

Sometimes things do go wrong and we may not get it right first time. We welcome complaints:

• our website has full contact details so that people can complain in person, over the phone or by letter/fax/e-mail
  
• the Agency Customer Service Manager's freephone number is 0800 015 8002.

Complaints help us to identify gaps or deficiencies in service delivery and lead to improvements. Customers are informed of improvements made in response to complaints either directly or through our customer newsletter, The Landnet. Information about improvements is also published in the short report to our annual customer survey and in regular features in the Law Society Gazette.

In 2002-03, we received 3,015 complaints (down 16%). 90% were fully responded to within our five-day target. We implemented new procedures during the year pertaining to our new cancellation and rejection policy. The policy is considered to be more consistent and the vast majority of customers were satisfied/very satisfied with the new procedures. Our Customer Survey also showed that customers generally felt that Land Registry was fair and reasonable if difficulties arose in relation to the new policy.