The ICR Office publishes a leaflet to help explain our role in reviewing complaints about HM Land Registry. This leaflet can be downloaded using the link below or can be requested in hardcopy by contacting the ICR Office.
You can also access a leaflet about the role of the ICR for the Youth Justice Agency (Northern Ireland) from the following link: Youth Justice Agency. Complaints about this Agency can be referred to the appropriate ICR via this office.
If you want to make a complaint about the service you have received from the ICR Office see the leaflet below.
Handling your data
If you make a complaint referral, a complaints record will be created. This will include your identity and contact data as the complainant. If your complaint is about an individual, then other personal information required will be identity and contact data about that person.
Personal information provided as part of a complaint referral is only used to process the complaint but may be shared with HM Land Registry or other Government departments (for example, the Information Commissioner’s Office) during investigations or to comply with other statutory obligations, for example, the Freedom of Information Act.
In dealing with all complaints against HM Land Registry, we will disclose your identity as the complainant to the Agency. This is inevitable where, for example, we will need to ask for information from HM Land Registry about its dealings with you. We are not able to handle a complaint on an anonymous basis.
Electronic complaint records are kept for 10 years. Documentary records are destroyed after conclusion of the complaint referral. We do not publicly identify any complainants to third parties. Information from complaint records is not publicly available.
We compile statistics on complaint referrals to analyse our levels of service. These are in a form that anonymises any personal information. We also publish summaries of complaint referrals in our annual report, however these are in anonymised form.
We aim to meet the highest standards when collecting and using personal information and take any complaints we receive very seriously.
HM Land Registry
The Youth Justice Agency Northern Ireland