The ICR Service
This office provides the independent complaints review service for seven public bodies:Land Registry, The Charity Commission, The Housing Corporation, The Audit Commission, The National Archives, Land Registers Northern Ireland and Youth Justice Agency (Northern Ireland)
Each of these bodies has an established internal complaints procedure. The ICR will usually only consider those complaints that have been fully considered within the internal complaints procedures. Her role is to take a fresh and impartial look at your complaint should you remain dissatisfied after receiving the organisation's final response.
In most cases, investigation of your complaint by the ICR does not preclude you from asking your MP to refer your complaint to the appropriate Ombudsman Office. This is the Parliamentary and Health Service Ombudsman for all organisations, except Land Registers Northern Ireland, which falls within the remit of the Northern Ireland Ombudsman, and the Audit Commission, which is not subject to Ombudsman review.
The provision of an independent complaint review service does not affect your right to ask your MP to refer your complaint to the relevant Ombudsman should you choose to do so. However, the Parliamentary and Health service Ombudsman will expect you to refer your case to the ICR first. Also, the ICR is not able to investigate complaints which have previously been investigated by an Ombudsman.
There are a growing number of ombudsman and independent complaints review services provided by both private and public sector organisations. Details about other services available can be obtained by contacting the British and Irish Ombudsman Association.
We have published a leaflet, Seeking a Fair Resolution, which describes the way in which this office handles complaints. You can download a copy of our leaflet for the organisation about which you wish to complain, together with an easy to complete application form. These can be found by following the link for the organisation concerned.