About the ICR

Elizabeth Derrington is qualified as a solicitor and mediator. She has a background in family and criminal law, consumer affairs and commercial mediation, as well as complaints resolution, and has had several senior executive and non-executive roles in the public sector. She also held the post of Independent Complaints Adjudicator for Ofsted from 2002 - 2008. Ms Derrington was appointed ICR for Land Registry in March 2008. She is also ICR for the Northern Ireland Youth Justice Agency (jointly with Jodi Berg), and a member of the Appeals Committee of the Chartered Institute of Management Accountants.

Jodi Berg is a solicitor with extensive management experience in both the private and public sectors. She is a Fellow of the Chartered Institute of Arbitrators. Prior to taking up her appointment as ICR, Mrs Berg was Chair of Ravensbourne NHS Trust.

Mrs Berg is the Independent Complaints Reviewer for the Homes and Communities Agency, the Audit Commission, The National Archives, the Children's Commissioner for Wales and, together with Elizabeth Derrington, the Youth Justice Agency (Northern Ireland).

The Role of the ICR

The ICR investigates complaints made by members of the public, businesses, professional advisors and others.

She acts as an honest broker in seeking a fair resolution of complaints. She investigates the way in which organisations have dealt with matters and responded to complaints. When complaints cannot be resolved through conciliation, she will carry out a review to decide whether the complaint is justified.

She is able to make recommendations aimed at putting matters right for individual complainants and at improving an organisation's service for the future. When appropriate, she is also able to recommend modest compensation. Each organisation has undertaken to implement her recommendations.

The ICR is not a part of the management structure of any of the organisations within her remit and her services are free to complainants.