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How to make a complaint

Complete our online complaint form or if you prefer you can telephone us. Read about how to make a complaint.

What to expect

Our complaints procedure has two stages.

Stage 1

On receipt of your complaint:

• we鈥檒l acknowledge your complaint and aim to give you a full response within 20 working days, but if the issue is complex and we need more time to investigate your concerns, we鈥檒l contact you and let you know
• we鈥檒l keep you informed throughout our investigation
• we鈥檒l tell you the outcome and clearly explain our decision
• if we鈥檝e fallen below our service standards we鈥檒l apologise and put things right as quickly as possible
• if we鈥檝e made an error, we鈥檒l explain what鈥檚 happened and fix it as quickly as possible if we can

Stage 2

If you remain unhappy with the outcome of our investigation, you can ask us to look at your complaint again and it will be reviewed by a senior member of our specialist team. We鈥檒l contact you again within 20 working days if we need more information or to let you know if it鈥檚 going to take longer to resolve your complaint.

If you are still not satisfied

If your complaint has been through both stages of our internal complaints procedure and you鈥檙e still not satisfied with the outcome of your complaint or the way in which it was handled, you can complain to one of the independent bodies below. 聽

Independent Complaints Reviewer

The . The ICR鈥檚 role is to review complaints independently from HM Land Registry.

The ICR will only consider complaints about:

• failures in our service standards
• problems or concerns caused by our actions

The ICR has no power to review or overturn any of our decisions about land registration issues, or to comment on points of law.

If you鈥檙e not satisfied with the ICR investigation outcome, you can ask your MP to refer the complaint to the .

Information Commissioner鈥檚 Office

Additionally, you may be able to escalate to the which is the UK supervisory authority for data protection issues.

Judicial review

If you wish to challenge a land registration decision, you might be able to go to court to ask for a judicial review of the way the decision was made.

Judicial review is a type of court proceedings in which a judge reviews the lawfulness of a decision or action made by a public body.

If your grievance cannot be resolved through our complaints procedure and you are considering court action, you should think about:

• getting independent legal advice before starting proceedings
• reading the for guidance

Judicial review proceedings should be issued against and served on the Chief Land Registrar.

Local Land Charges complaints procedure

HM Land Registry is in the process of taking statutory responsibility for the Local Land Charges Register. You can .

We will not be able to consider complaints about documents relating to charges that have been provided by local authorities, as they retain responsibility for them. Also, CON 29 enquiries and complaints are outside of the scope of the Local Land Charges Register maintained by HM Land Registry.

If your complaint is about any of these matters or about local land charges in an area that is not yet HM Land Registry鈥檚 responsibility, you should contact the relevant local authority.