Land & Property Services (LPS) complaints procedure
Information on how to complain to Land & Property Services.
Our commitment to customers
We aim to make sure that:
- making a complaint is as easy as possible
- we treat your complaint seriously
- we deal with your complaint promptly and confidentially
- we learn from complaints and use them to review and improve our service
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 when:
- we do not deliver a service on time
- we give you the wrong information
- you receive a poor quality service
- you have a problem with a member of staff
Valuation - applications for revision and appeals
There are separate procedures if you do not agree with the valuation LPS has placed on your property. You can get details of the procedures as follows:
- Telephone: 0300 200 7801
- Text relay: 18001 0300 200 7801
- Website: www.finance-ni.gov.uk/land-property-services-lps
You must still pay your rates while your valuation is being considered. If your valuation is amended LPS will refund any amount overpaid, along with interest, if applicable.
Response times
With regard to your complaint:
- we aim to acknowledge receipt of your complaint in writing within two working days
- we will issue our full response within 15 working days
- if there is a delay in responding, we will write to inform you
How to make a complaint
You can make a complaint in any of the following ways:
- by email: customer.services@lpsni.gov.uk (please state "complaint" in the subject line)
- by phone: 0300 200 7805 (lines open between 9.00 am and 5.00 pm, Monday to Thursday and 9.00 am and 4.00 pm Friday)
- in writing, posting to:
Land & Property Services
Corporate Correspondence and Complaints Unit
Lanyon Plaza
7 Lanyon Place
Town Parks
BELFAST
BT1 3LP
Complaint Process
Stage 1 complaint
This is the first stage of the complaints process.
Stage 1 follow up
If you request clarification or provide us with additional information in relation to your complaint, this may be treated as a ‘Stage 1 follow-up complaint’.
Stage 2 complaint
If you are not satisfied with the response to your Stage 1 complaint, you should contact the Deputy Secretary in writing. State that you want to escalate your complaint to Stage 2 of the complaints process.
Next stage
If you are not satisfied with our response to your Stage 2 complaint,
you can contact the Northern Ireland Public Services Ombudsman (NIPSO).
The NIPSO will not normally investigate a complaint until you have exhausted the LPS complaints procedure.
The Northern Ireland Public Services Ombudsman
Progressive House
33 Wellington Place
Belfast, BT1 6HN
Visit the website for more details on how to complain to the Ombudsman.
Licensing complaints
If your complaint is specific to a Licensing decision and you have exhausted the LPS complaints processes, you can contact:
The Information Commissioner’s Office - Northern Ireland
3rd Floor
14 Cromac Place
Belfast
BT7 2JB
Tel: 0303 123 1114
Email: ni@ico.org.uk
Website: www.ico.org.uk/make-a-complaint
For how we process personal information, see the LPS Privacy Notice