Our vision is to become the most customer-focused land registration service

Our commitment to you

We aim to provide the highest possible standards of services.  However, if you are not entirely satisfied, please let us know and we will do our best to put the matter right as quickly as possible.  This will include an explanation and, where appropriate, an apology.  We also value any general comments or suggestions you may have which could help us improve our service in the future.

The procedure

If you have a problem, a comment or a suggestion you should telephone or write to our Customer Information Unit (Telephone 02890 251515).  Alternatively, you may speak to a member of staff at one of our public counters or to the Customer Service Manager, Brigid McAlinden (Telephone: 02890 251760).

Your problem will be investigated thoroughly and it would be helpful if you could provide the following information:

• full details of the problem
• any official reference eg. Folio number
• your name and address
• a telephone number where you can be contacted during working hours

Dealing with your problem

In the normal course of events we aim to respond to all problems within 15 working days.  However, if the matter is complex and cannot be easily resolved, we will undertake to keep you informed of progress.

Still not satisfied?

If after having contacted our Customer Service Manager, you are still not happy with our response, you should write to the Chief Executive, Patricia Montgomery, who will reply to you in writing within 10 working days.

If you remain dissatisfied about the way you have been treated you can approach the Parliamentary Ombudsman for Northern Ireland, who independently investigates complaints about government departments.  You will need to approach him through a Member of Parliament, who does not necessarily have to be a local one.

The Ombudsman will expect you to have followed our internal complaints procedure before referring your complaint to him.