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Complaining to Land & Property Services

You can complain to Land & Property Services (LPS) about how they dealt with you as a ratepayer. This includes complaining about an application for help paying your rates. LPS will investigate and answer your complaint.

Types of complaints 

You can complain to LPS about:

  • a mistake in a rates bill
  • property valuation
  • a long delay in processing  your application for help with rates
  • a long delay in processing your request for a property valuation
  • the way LPS treated you

You can complain to LPS about different services at the same time. 

How to make a complaint

You can make a complaint by contacting the Corporate Correspondence and Complaints Unit in LPS: 

  • by email: customerservices@lpsni.gov.uk
  • by phone: on 0300 200 7805 (between 9.00am-5.00pm, Monday to Thursday and 9.00am-4.00pm on a Friday)
  • in writing, posting to:  Corporate Correspondence and Complaints Unit, Land & Property Services, Lanyon Plaza, 7 Lanyon Place, Belfast, BT1 3LP 

Licensing complaints

If your complaint is about a licensing decision and you’ve used all internal processes, you can contact:

Information Commissioner's Office (ICO)
Wycliffe House
Wilmslow
Water Lane
SK9 5AF

  • telephone: 0303 123 1113
  • ICO 

Valuation appeals

You can appeal the valuation LPS gave your property.

For information about the appeal procedure:

  • telephone: 0300 200 7801
  • text relay: 18001 0300 200 7801
     
  • Valuation of domestic properties for rates

You must pay your rates bill while LPS assesses your appeal. If your appeal is successful, LPS will refund any overpayment.

  • Getting a rates refund

Replying to your complaint

When you complain to LPS:

  • they usually confirm in writing within two working days that they received your complaint 
  • they will send you a full response within ten working days
  • they will tell you if there is a delay in replying

LPS complaints procedure

LPS has a complaints procedure. You must use this procedure if you want them to investigate your complaint.

To read more, go to:

  • LPS complaints procedure

If you’re unhappy with their response, contact the Chief Executive:

  • Land & Property Service headquarters

Contacting the Ombudsman

If you're still unhappy with the response from LPS, you can contact the Northern Ireland Public Services Ombudsman (NIPSO). The Ombudsman doesn't usually investigate a complaint unless the internal complaints procedure has been exhausted.

  • Northern Ireland Public Services Ombudsman

More useful links

  • LPS privacy notice
  • A guide to rates
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A guide to rates

  • Apply for a domestic valuation review
  • Apply for a new domestic property to be valued
  • Complaining to Land & Property Services
  • Domestic rate poundages
  • How you can pay your rates bill
  • Your rate bill

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