Complaints procedure

If you experience a problem with HM Land Registry's services or procedures, please get in touch.

If you feel unhappy with the way in which we have dealt with you, we want you to let us know so that we can put matters right, if we can. If we have got something wrong, your complaint will also give us a chance to try to improve our service for all our customers.

How to complain

Contact the team you have been dealing with at HM Land Registry. Alternatively, use our online feedback form.

We will:

  • acknowledge your complaint within 24 hours
  • review your complaint and usually send you a full response within 5 working days
  • tell you within 5 working days if we need more time to respond to your complaint

If you’re still not satisfied

You can ask the person who responded to your complaint to escalate it to the next stage. Depending on the nature of the complaint, our final response may come from the local Land Registrar, the Operations Manager or some other senior officer.

If you are dissatisfied with a legal decision made by a caseworker or lawyer at one of our local offices, the decision will usually be reviewed by the Land Registrar (the most senior lawyer at a local office). A Land Registrar’s decision is final and can only be challenged in court.

Our Chief Executive and Chief Land Registrar has no direct role in our complaints procedure. The power and responsibility to deal with registration decisions are delegated to the local Land Registrar at each office.

Independent Complaints Reviewer

If your complaint has been through our internal complaints procedure and you are still not satisfied, you can contact the Independent Complaints Reviewer (ICR) for HM Land Registry. The ICR’s role is to review complaints independently from HM Land Registry.

The ICR will only consider complaints about:

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’re not satisfied with the ICR investigation outcome, you can ask your MP to refer the complaint to the Parliamentary and Health Service Ombudsman.

Data service complaints

If your complaint is about information supplied by our Commercial Services or supplied free under the Government’s open data initiative and we have given a final response, as well as contacting the ICR, you can also contact the Information Commissioner’s Office, who considers complaints relating to breaches of the Re-use of Public Sector Information Regulations 2015.

Our final response will advise who to contact, should you wish to take your complaint further.

Local Land Charges complaints

The Infrastructure Act 2015 provides for transfer of responsibility for the Local Land Charges register to Land Registry but this transfer has not yet taken place. So if your complaint is about Local Land Charges, you should contact the relevant local authority as it is still currently responsible for keeping the Local Land Charges register. If you remain dissatisfied with the response from the local authority, you can approach the Local Government and Social Care Ombudsman and ask them to look at your concerns.

Action through court

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