ICR – Independent Complaints Reviewer


In the light of current Government advice regarding COVID-19, our staff will not be travelling to the office in London.

All telephone calls will be picked up by our answering service who are not our employees. If you leave a message with the service it will be quickly relayed to us.  Since 25 March 2020 we have not been able to receive post. Post will be held at Royal Mail. It is also unlikely that we will arrange face to face meetings.

We therefore encourage you to contact us by email or through our referral form, if at all possible

Please note that you do not need to send us copies of any correspondence that you have had with HM Land Registry (HMLR) – our staff are able to access all correspondence held by HMLR when investigating a complaint

Welcome to the ICR Office

The ICR office provides an independent complaints review service for HM Land Registry. We do not investigate complaints about any other organisation. Anyone (including the members of the public, businesses and professional advisors) may refer a complaint to the ICR.

Our main role is to provide a free, effective and impartial complaints review and resolution service that settles complaints in a proportionate manner and makes a positive difference for all those who use our service.

The ICR  office cannot consider disputes about official decisions made by HM Land Registry or legal matters.

The ICR office is not a part of the management structure of the organisation which it investigates and our services are free to complainants.

N.B. Complaints about Youth Justice Agency (Northern Ireland) can be made via the ICR website and will be passed on to the ICR, Jodi Berg OBE.