Last updated: 15 September 2026
We want to resolve concerns about our property document service fairly and promptly. This policy covers complaints about orders, payments, document delivery and customer support provided by Land Registries.
How to contact us
Email support@landregistries.com or use our contact form at https://landregistries.com/contact. Please make clear that you are raising a complaint so that we can review it with the relevant order and correspondence.
Information to include
- Your name and the email address used for the order
- Your order reference, if you have one
- The property address and documents ordered
- What went wrong and when it happened
- Any relevant correspondence or screenshots
- The outcome you would like us to consider
Do not send passwords, full payment-card numbers or unrelated sensitive personal information. If you do not have an order reference, we will use the other details you provide to try to locate your order.
Our review
We aim to acknowledge or respond to your complaint within two working days. We will review the order, payment and delivery records and any previous correspondence. We may ask you for further information or check document availability with the relevant registry.
We will explain our findings and any action we can take. If we need more time, we will tell you why and when you can expect a further update. Registry enquiries and complex cases may take longer to resolve.
Possible outcomes
Depending on the issue, we may correct an error, resend documents, obtain a replacement where available, explain the information supplied, or consider a cancellation or refund under our Terms & Conditions and Refund Policy.
We obtain documents from the relevant registry and cannot alter the contents of its records. If your concern relates to an error in an official register, we will explain the distinction between our ordering service and the registry's record-correction process.
If you remain unhappy
Reply to our response and ask for a further review, explaining which points remain unresolved. A senior member of staff will review the complaint and the previous response, and we will explain the outcome in writing.
This complaints process does not restrict your statutory rights or prevent you from seeking independent advice or using any legal remedy available to you.
Privacy complaints
For concerns about how we use personal information, contact support@landregistries.com. Our Privacy Policy at https://landregistries.com/privacy-policy explains your data protection rights and how to raise a concern with the Information Commissioner's Office.
Related policies
- Terms & Conditions: https://landregistries.com/terms-conditions
- Refund Policy: https://landregistries.com/refund-policy
- Delivery Policy: https://landregistries.com/delivery-policy