- How long will it take for the ICR Office to deal with my complaint?
- Are documents from the ICR Office’s files confidential?
- Who will see the Independent Complaints Reviewer’s draft report?
- Are the Independent Complaints Reviewer’s reports confidential?
- Can I be sure that HM Land Registry will accept the Independent Complaints Reviewer’s recommendations?
- Is the Independent Complaints Reviewer really independent?
- Who funds the ICR Office?
- Where do the ICR Office staff come from?
- How do I complain about the service provided by the ICR Office?
Initially we will acknowledge your complaint within one week. The Independent Complaints Reviewer will then consider whether the complaint is a matter that she can investigate. If the Independent Complaints Reviewer cannot look into your complaint or decides not to, you will be told why. The ICR Office will deal with your complaint as quickly as possible, but the length of time it will take can vary from case to case depending on its complexity. The ICR Office aims to complete an investigation within 26 weeks.
We may pass on information that you give us to the organisation concerned, so that it can respond fully to your complaint. If there is information that is strictly confidential, you must let us know at the time you provide it.
If you need any specific information from the organisation’s files you must make this request to them direct, as we have no authority to release documents to you. The ICR Office holds official records on a temporary basis for the sole purpose of conducting our investigation into your complaint. We return any paper records at the completion of our investigation.
If you want to see other information or documents from our own files, your request will be considered in accordance with the requirements of the Freedom of Information Act.
We will ask both you and the organisation concerned to consider and comment upon our draft report of the factual background events on which the Independent Complaints Reviewer’s decision will be based.
There may be times when the Independent Complaints Reviewer will criticise the organisation as well as making recommendations which can have a wide-reaching effect on its service. In those cases we may send the organisation a copy of the draft report before we issue it, so that the organisation can consider the implications of the Independent Complaints Reviewer’s recommendations.
We treat our investigations into complaints with confidentiality and we do not make our reports public. However, the Independent Complaints Reviewer may refer to them in the annual report. We will all such references.
Q. Can I be sure that HM Land Registry will accept the Independent Complaints Reviewer’s recommendations?
The Independent Complaints Reviewer cannot compel HM Land Registry to accept recommendations. However, if HM Land Registry is thinking of rejecting the recommendations, we expect it to write to the Independent Complaints Reviewer giving the reasons why.
The Independent Complaints Reviewer is neither a civil servant nor an employee of HM Land Registry. HM Land Registry has agreed to the terms of reference with the Independent Complaints Reviewer. As a result the Independent Complaints Reviewer can act independently and objectively to reach an impartial decision.
Contributions to the running costs of the ICR Office are made by HM Land Registry for which the service is provided. A financial report is presented annually in the Independent Complaints Reviewer’s Annual Report for HM Land Registry. You can find this information on our website (ICR Annual Report for 2020/2021).
The ICR Office staff come from HM Land Registry but are managerially accountable to the Independent Complaints Reviewer and are entirely independent of any other organisation.
If you are not happy with our service at any stage before the conclusion of the review, please telephone or write to us immediately and we will try to resolve any problems. Following the review, if you remain unhappy about the way in which we have conducted the review, rather than with the decision the Independent Complaints Reviewer has made, please let us know. We will acknowledge your complaint within one day of receipt and the Independent Complaints Reviewer will respond to your concerns personally within one week. Further details can be found in our leaflet Complaints about our service.