Lords Survey & Valuation Ltd

RICS-Regulated Firm

 

1. Introduction
 

As a firm regulated by the Royal Institution of Chartered Surveyors (RICS), we have in place a Complaints Handling Procedure (CHP), which meets the regulatory requirements of RICS. We are committed to providing a high-quality service to all our clients. If something goes wrong, we need you to tell us about it so we can address the issue and improve.

 

2. Making a Complaint
 

If you have a complaint, please submit it in writing and include the following:
 

• Your name and contact details
   

• The nature of the complaint
   

• Any relevant dates, correspondence, or supporting documentation
   

Please send your complaint to:

Alex Lord
Lords Survey & Valuation Ltd
11 Laura Place
Bath, BA2 4BL
📧 alex@lordssurveyandvaluation.com
📞 01225 941181

We will acknowledge your complaint within 7 working days of receipt.

 

3. Internal Review
 

• Your complaint will be fully investigated by Alex Lord or another senior member of the firm not directly involved in the matter.
   

• We will provide a formal written response to your complaint within 28 days of acknowledging it.
   

• If the matter is complex or requires further time, we will keep you updated with progress and anticipated timescales.
   

 

4. Independent Redress
 

If you are not satisfied with our response, you may escalate the complaint to our independent redress scheme.
 

We are a member of the following scheme for surveying and valuation services:

Centre for Effective Dispute Resolution (CEDR)
International Dispute Resolution Centre
70 Fleet Street, London, EC4Y 1EU
🌐 www.cedr.com
📞 020 7536 6000
✉️ applications@cedr.com

This service is free for consumers and provides an independent review of complaints.

 

5. RICS Regulatory Oversight
 

If the issue involves serious professional misconduct or a breach of RICS rules, you may also report the matter directly to RICS:

RICS Regulation Department
55 Colmore Row
Birmingham, B3 2AA
🌐 www.rics.org/complaints
📧 regulation@rics.org
📞 02476 868 555

 

6. Record Keeping
 

We maintain a log of all complaints received, actions taken, and outcomes, as required by RICS, to ensure transparency and continuous improvement.

 

7. Policy Availability and Review
 

This policy is available upon request and is published on our website.
It is reviewed annually or following any significant change to RICS regulation or our business structure.