Stage two complaint decision

I have now completed my review and set out full consideration of 
the matter and outcome of the review below. I have examined the 
evidence lodged in support of the application and have considered 
everything that you have told us. If I do not refer to any point raised 
by you, it is not because I have not considered it, but because I do 
not think it will help to explain my conclusions. 
HM Land Registry operates a two-stage internal complaints
procedure, and this constitutes our second and final response. It is 
not possible to ask anyone else in HM Land Registry to review the 
matter again.  
Further information about our complaints process can be found at 
www.gov.uk/government/organisations/land-
registry/about/complaints-procedure 
My understanding is that you asked for a review of the decision of 
Email sent to: 
 
 
Requester 
 
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[redacted]
[redacted]
[redacted]
[redacted]

 
 
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the Assistant Land Registrar, Charlotte Takeuchi, and her email 
dated the 19 October 2025. 
BACKGROUND 
I have read through all the correspondence that you have sent and 
all of our replies. You have asked for the complaint to be re-
considered and asked us to consider 4 questions that you have 
raised at the end of your email. 
I know that Ms Takeuchi has set out some of the background of HM 
Land Registry but I will set out our role and duties a bit further. 
HM Land Registry can only do what the law gives it power to do. 
The law in this case is the Land Registration Act 2002 (“the Act”) 
and the Land Registration Rules 2003 ("the Rules"). 
The purpose of these pieces of legislation is to provide a registration 
system for interests in land, designed to provide registered title 
holders with a state backed guarantee of ownership, and to facilitate 
transactions involving interests in land. We do not have any power 
to act outside of the parameters laid down by the legislation. 
HM Land Registry's main job is to keep a register of interests in 
land, and to enter information on the register based on the 
applications we receive. We are required to check, before doing so 
that each application includes the information required under the Act 
and the Rules. We are a recording Agency that records the 
information we receive. We do not have administrative power to 
investigate or determine disputes that may arise. 
The registration history of the property has been clearly set out by 
Ms Smith in her letter dated 23 March 2026. In short, we received 
an application to register the land on the North side of Leckwith 
Road Llandough. 
At the time of registration we did not receive or were aware of any 
interest that you or your family may or may not have had in the land. 
The applicants at the time provided documentary title to the land 
that is registered and we were unaware of any dispute that was 
possibly ongoing. If you believed that you and your family had an 
interest in the land you could have applied at that time for a caution 
on the register to note your interest which we may have been 
recorded but we did not receive any application. 
The applicants had documentary title to the land they were 
registered with at the time. 
All the issues you have raised including identity misconduct, to the issue of 
title, to the land, are issues the Court would have dealt with and if 
you disagree with the findings of the Court then that is the 
appropriate forum to address your concerns. HM Land Registry is 
not the correct forum to resolve this issue. 

 
 
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In respect of the questions you have raised I will deal with these in 
turn 
1. 
Identity mismatch by the Courts. Your grandmother was 
married and therefore upon marriage the woman takes on 
the husband’s name as there is a marriage certificate to 
show this. In the UK, your married name remains your legal 
name until you actively change it back to your maiden name. 
It is the identity of the person that matters not which name is 
used and in this instance, it was clear the proceedings were 
in respect of your grandmother. 
2. 
Therefore, this is not potential evidence of a mistake on the 
register. 
3. 
We will not be commencing the process of rectification or 
formally referring the dispute. 
4. 
There is no claim for indemnity under Schedule 8 of the Act. 
CONCLUSION  
For the reasons set out above, I do not uphold your complaint. 
Having considered all the information available the title has been 
registered correctly and there are no grounds for rectification or 
indemnity. 
I realise that this is not the outcome that you would have hoped for, 
but I hope that the above is of assistance in explaining the reasons 
for my decision.  
As set out at the beginning of this letter, HM Land Registry operates 
a two stage complaints process. This is the final stage in that 
procedure, and it is not possible to ask anyone else to review this 
matter again. 
 
EXTERNAL REMEDIES AVAILABLE TO CUSTOMERS OUTSIDE 
HM LAND REGISTRY 
If you remain dissatisfied and wish to take this further, the following 
options may be available to you.  
The Independent Complaints Reviewer (ICR)  
Issues with the customer service provided by HM Land Registry can 
be referred to the Independent Complaints Reviewer (the ICR) who 
may decide to carry out a review. That process is entirely 
independent of HM Land Registry. Anyone including members of 
the public, businesses and professional advisors are able to utilise 
this service. The aim of this service is to provide a free, effective 
and impartial review and resolution service that settles complaints. 

 
 
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The ICR can be contacted at: - 
The ICR Office 
[address redacted]
Canary Wharf 
London 
[address redacted]
Telephone: [phone redacted]. E-mail: [email redacted]   
Further information about the ICR can be found at the following 
website: -   https://www.icrev.org.uk/contact/ 
Please note the following important points about the ICR: 
The service is free for complainants. 
The ICR will not consider a complaint more than six months after 
HM Land Registry has completed investigations and given a final 
response. 
The ICR cannot consider complaints about registration decisions or 
legal points or overturn a decision made (for example, a decision 
that an objection to an application should be dismissed as 
groundless, or a refusal by the registrar to alter the register), 
although the ICR may consider a complaint about the manner in 
which such a decision was reached. 
The ICR cannot recommend that HM Land Registry pay 
compensation for losses caused by error or misconduct but may 
recommend that a consolatory payment be made in appropriate 
circumstances. 
The ICR is not able to provide users with legal advice. 
Judicial Review  
Judicial Review is a type of Court proceeding in which a judge 
reviews the lawfulness of a decision or action made by a public 
body. Judicial Reviews are a challenge to the way a decision has 
been made rather than the rights and wrongs of the conclusion 
reached.   
If you wish to challenge a legal decision made by H M Land 
Registry, you might be able go to court to ask for judicial review of 
the way the decision was made.  
Further information about the process can be found online at 
www.judiciary.gov.uk/you-and-the-judiciary/judicial-review/. 
If you are considering this possibility, I suggest you obtain specialist 
legal advice as soon as you can because an application usually 
needs to be made to court within very strict time limits. 

 
 
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This now concludes my final review. 
Yours sincerely 
Harbinder Gill 
Land Registrar