Independent Complaints ReviewerThe Independent Complaints Reviewer (ICR), Mrs Jodi Berg, conducts impartial investigations of complaints from customers who are dissatisfied with the service they have received and who have not been satisfied by our internal complaints procedure.
The number of referrals leading to formal investigations by the ICR is at a low level and, of those few complaints rising to investigation level, only a handful have been upheld. The constructive criticism that they contain is considered and actioned by ICREST, which is the Land Registry Evaluation and Study Team, specifically set up to consider recommendations made by the ICR.
Two formal responses were made during the year. The first was Land Registry’s short formal response to the ICR’s annual report, endorsing that report. The second was a response to the Department for Constitutional Affairs White Paper Transforming Public Services: Complaints, Redress and Tribunals. This response, strongly endorsing the ICR’s service, contained a full description and history of how the ICR’s service is used within Land Registry, and was discussed in detail with the ICR prior to completion.
You can obtain the Independent Complaint Reviewer’s annual report from her office:
New Premiere House
150 Southampton Row
London WC1B 5AL
Telephone 020 7278 6251 |
