The ICR Office publishes a leaflet to help explain our role in reviewing complaints about HM Land Registry. You can download this leaflet using the link below or you can request a hardcopy by contacting the ICR Office.
Handling your data
If you make a complaint referral, we will create a complaints record. This will include your identity and contact data as the complainant. If your complaint is about an individual, then we will require other personal information about that person.
The personal information that you provide as part of a complaint referral is only used to process the complaint. However we may share that information 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.
Our electronic complaint records are kept for 10 years. We destroy all documentary records after the conclusion of the complaint referral. We do not publicly identify any complainants to third parties. Our 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.