LPS offices and Customer Information Centres will remain closed until further notice. Most phone helplines are open. You can also email firstname.lastname@example.org (for queries about your rate bill), email@example.com (for property valuation queries) or CustomerInformation.LandRegistration@finance-ni.gov.uk (for land registry queries). The Ordnance Survey helpline remains closed however you can email Mapping.Helpdesk@finance-ni.gov.uk for mapping queries. You can keep up to date with available services at the Department of Finance website.
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
To make a complaint, contact Corporate Correspondence and Complaints Unit in LPS:
- by email: firstname.lastname@example.org
- by telephone: 0300 200 7805
- by telephone if calling from outside the UK +44 28 9049 5837
- in person at a Customer Information Centre
- in writing
Complaints about Housing Benefit and Rate Relief
If you don't agree with the amount of Housing Benefit you are receiving, you need to appeal the decision. For information about the appeal process, contact:
Housing Benefit and Rate Relief Unit
56-66 Upper Queen Street
- telephone: 0300 200 7802
If your complaint is about a licensing decision and you’ve used all internal processes, you can contact:
Information Commissioner's Office (ICO)
- telephone: 0303 123 1113
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.
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:
If you’re unhappy with their response, contact the Chief Executive:
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.