Customer ServiceLand & Property Services Corporate Complaints Procedure Our commitment to customers We aim to ensure that:
What is a complaint? A complaint is when you tell us you are not happy about the service we provide. It can be about anything and could include
How to make a complaint If you wish to make a complaint you can contact our Customer Services Team in any of the ways listed below. By email at customerservices@lpsni.gov.uk In writing to our Customer Services Team at Land & Property Services, By phone to our Customer Services Team on 028 90 251859. By fax to our Customer Services team on 028 90 251566. In person at one of our offices. Your complaint will be fully investigated and a response issued within 10 working days. If you are unhappy with the response you can contact the John Wilkinson If you are still unhappy with our response you can contact the Ombudsman The Ombudsman The Ombudsman will not normally investigate a complaint unless the internal complaints procedure has been exhausted. It is necessary to contact the Ombudsman through your MLA. Details on how to complain to the Ombudsman can be found at http://www.ni-ombudsman.org.uk Or for Land Registration you can choose to have your complaints examined by the Independent Complaints Reviewer (ICR). This would still allow for the case to be examined by the Ombudsman at a later stage. Independent Complaints Reviewer Telephone 020727809675 Email enquiries@icr.gsi.gov.uk The ICR’s role is to act as an honest broker in investigating complaints against Land Registers, when you believe there has been a failure in service standards or maladministration. Response times We will acknowledge receipt of your complaint within 2 working days We will issue a full response within 10 working days If there is a delay in responding we will keep you informed of our progress Comments We are happy to receive any other comments on our service to customers. Please contact us in any of the ways mentioned above or complete a comment card at any of our offices. Alternatively you can email us from the contact us section of our website. Challenges to our decisions We need to deal with some specific complaints in a different way. Details of these types of complaints are as follows Valuation Complaints There is a separate appeals procedure if you do not agree with the valuation we have placed on your property. Details of the appeal procedure can be found in the Land & Property Services Customer Charter, a copy of which can be obtained at any Rating Service or Valuation Service office, or on our website at www.lpsni.gov.uk Housing Benefit Complaints There is a separate Housing Benefit appeals procedure if you do not agree with the amount of Housing Benefit you are receiving. You can get details from Housing Benefit Rate Relief Unit, LondonderryHouse, ChichesterStreet, Belfast, BT14JJ (Freephone08005877477) or on our website at www.lpsni.gov.uk Licensing Complaints If your complaint is specific to a Licensing decision and all internal processes have been exhausted you can contact: By letter:By phone:By fax: Office of Public Sector Information020 7276 5215020 7276 5207 Standards Division By E-mail: |
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