Independent Complaints Reviewer - HM Land Registry

Body: HM Land Registry
Appointing Department: Department of Business, Energy and Industrial Strategy
Sectors: Business, Finance & Skills
Location: London
Number of Vacancies: 1
Remuneration: £450 per day (£58,000 per annum)
Time Requirements: 130 days a year

Campaign Timeline

  • Competition Launched


  • Closed for Applications


  • Panel Sift


  • Final Interview Date


  • Announcement



Assessment Panel

Vacancy Description

The role of the Independent Complaints Reviewer (ICR) is to investigate complaints about Her Majesty’s Land Registry (HMLR) made by members of the public or organisations affected by HMLR’s decisions.


The post holder is not an employee of HMLR but operates under a contract and service level agreement. The ICR will be paid through HMLR’s payroll to meet HM Revenue and Customs IR35 requirements. The ICR has the power to investigate complaints of maladministration, for example claims that HMLR has not met its published standards of service. This could be a failure to follow proper procedures or excessive delay.


The ICR investigates complaints in accordance with a service level agreement entered into by the ICR and HM Land Registry. The ICR’s role is to thoroughly investigate complaints that have not been resolved internally by HM Land Registry, to adopt a proportional approach and to settle complaints by agreement where necessary.


The ICR office has now been established for 20 years as an integral part of HMLR’s commitment to continually improve its services.


The ICR has the following rights and powers:


  • The power to recommend action by HMLR to remedy a complaint, including the payment of compensation up to a maximum £3000.00 in any one case. The ICR does not have the power to recommend the payment of indemnity under Schedule 8 Land Registration Act 2002;


  • The ICR can make recommendations in the individual reports designed to improve practice, processes and service delivery. All recommendations are considered by the Independent Complaints Reviewer Evaluation and Study Team; and


  • The ICR will normally obtain legal and other technical specialist advice from HMLR but may, in exceptional circumstances, seek advice from an independent source.


The ICR does not have authority to investigate and adjudicate upon the following:

  • Complaints concerning the content of decisions based on the statutory provisions under which HM Land Registry operates, although complaints about the way in which those decisions were made will be within the ICR’s remit.
  • Complaints by HM Land Registry employees concerning their employment or by applicants for employment about recruitment procedures; and
  • Complaints which have become the subject of legal proceedings.

A complaint may be made to the ICR by or on behalf of any person, firm or company who has been affected by the actions of HM Land Registry.


Complaints may be addressed directly to the ICR or may be referred to the ICR by HM Land Registry. The ICR cannot investigate:

  • Any complaint which has not been pursued through HM Land Registry’s internal complaints procedure; or
  • Whether or not so pursued, any complaint not made within 6 months of the complainant becoming aware of the subject matter of the complaint.



Independent Complaints Reviewer: 


The post holder will: 


  • Investigate complaints made by members of the public or organisations affected by HMLR’s decisions which have not been resolved by HMLR;


  • Produce an annual report to the Chief Executive/Chief Land Registrar containing statistical and accounting information and brief summaries of selected completed cases;


  • Manage the office and line manage staff (three currently) who are all HMLR employees; and


  • Represent HMLR Independent Reviewer Services with external stakeholders.



Person Specification

Your application should demonstrate the following: 




  • Able to demonstrate significant experience of investigating and resolving complex complaints;
  • Significant experience in the analysis of complex factual and legal issues;
  • An appreciation of the workings of a large organisation and the public sector; and
  • Effective interpersonal skills able to interact with customers and understand their needs.
  • The ability to communicate effectively at all levels; and
  • Demonstrable decision-making skills.




  • A legal qualification with some background in Property Law;
  • Member of theOmbudsman Association; 
  • Experience of working in a similar role;
  • Knowledge and understanding of HMLR’s policy and procedures;
  • Experience of mediation; and
  • Good computer skills including experience of using a case management system.


Additional Information

The post-holder will be appointed for a single term of 3 years, renewable subject to performance and at the discretion of the Secretary of State. 

How to Apply

The closing date for applications is 19 November 2018.

Please ensure you submit an up to date CV, Cover Letter, application form and Diversity monitoring form by email to Please ensure you name your email “Independent Complaints Reviewer Application”.

Alternatively, you can send your application in hard copy to:

Public Appointments Team, 7th Floor, Spur 2, BEIS, 1 Victoria Street, London, SW1H OET

Applicant packs can be provided in other formats upon request.

ICR - Diversity monitoring form

This post is NOT regulated by The Commissioner for Public Appointments.

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