If you experience a problem with HM Land Registry's procedures or services, please get in touch.
How to complain
Contact the person or team you have been dealing with at HM Land Registry. Alternatively, contact customer support.
- acknowledge your complaint on the same day
- give you a contact name and telephone number
- 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 another senior officer at the office concerned.
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 Land Registrar and Chief Executive has no direct role in our complaints procedure. The power and responsibility to deal with registration decisions are delegated to the 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:
- 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’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 Independent Complaints Reviewer (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.
Action through court
If your grievance cannot be resolved through our complaints procedure and you are considering court action, you should: