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 online, by letter/fax/e-mail, in person or over the phone
• The Agency Customer Service Manager 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, 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 2004-05, we received 2,579 complaints (down 9.5 per cent).  92 per cent were responded to within our five-day target (up from 88 per cent).