Love Surveying Ltd
Complaint Handling Procedure
Version 1.0 | May 2026 | Next review: May 2027
About This Procedure
Love Surveying Ltd is regulated by the Royal Institution of Chartered Surveyors (RICS), firm registration number 861702. Our regulated status can be verified at www.rics.org/find-a-firm. As a RICS-regulated firm, we are required to have a Complaint Handling Procedure that meets RICS regulatory requirements, provides clients with a clear route to raise concerns, and ensures access to independent redress.
This procedure applies to all services provided by Love Surveying Ltd. It is provided to all clients at the point of engagement and is available on our website at www.lovesurveying.com.
Our commitment to you: We take all complaints seriously. If something has gone wrong, we want to know about it so we can put it right and improve our service. You will be treated with respect throughout this process, and your complaint will be handled fairly and promptly.
How to Contact Us
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Name |
Marion Ellis FRICS C.Build E MCABE |
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Business |
Love Surveying Ltd |
|
Address |
Suite 6, Mercer Manor Barns, Sherington, Newport Pagnell, Buckinghamshire, MK16 9PU |
|
|
marion@lovesurveying.com |
|
Website |
Our Two-Stage Process
Our Complaint Handling Procedure has two stages. Stage One allows us to review and consider your complaint in full. If you remain unhappy after our response, Stage Two gives you the right to refer your complaint to an independent redress provider approved by RICS.
Stage One — Internal Review
Please put the details of your complaint in writing. This helps us make sure we have a full and accurate understanding of your concerns. You can send your written complaint to:
Marion Ellis
Email: marion@lovesurveying.com
Address: Love Surveying Ltd. Suite 6, Mercer Manor Barns, Sherington, Newport Pagnell, Buckinghamshire, MK16 9PU
When writing to us, please include:
- Your name and contact details
- A description of your concern and the outcome you are seeking
- Any relevant documents, photographs, reports, or other evidence
- The reference number for your instruction, if you have it
Our timescales:
- We will acknowledge receipt of your complaint within 5 working days
- We will provide a full written response within 28 days of receiving your complaint
- If we need more time, we will write to you to explain why and give you a revised timescale
Our response will set out our findings, any action we propose to take, and confirmation of whether this constitutes our final response.
Stage Two — Independent Redress
If you are not satisfied with our final response, or if eight weeks have passed since you first raised your complaint without a final response being issued, you have the right to refer your complaint to our independent redress provider.
We are a member of Centre for Effective Dispute Resolution (CEDR), which is approved by RICS as an independent redress scheme.
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Name |
Centre for Effective Dispute Resolution (CEDR) |
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Address |
70 Fleet Street, London, EC4Y 1EU |
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Telephone |
020 7536 6000 |
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adr@cedr.com |
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Website |
www.cedr.com |
Please note: You must receive our final response before referring your complaint to CEDR, unless eight weeks have passed since you first contacted us. Following our final response, you have 12 months to refer your complaint to CEDR if you wish to do so.
The CEDR service is free to consumers. There may be costs associated with referrals from business clients — please check directly with CEDR.
What Happens After Your Complaint
All complaints are recorded and reviewed by Marion Ellis. We use complaints as an opportunity to learn and improve our service. Where a complaint reveals a systemic issue, we will review our procedures accordingly.
If your complaint relates to a matter that also needs to be reported to our professional indemnity insurers, we will notify them in accordance with our policy obligations. This does not affect your right to pursue your complaint through this procedure.
Your RICS rights: As a RICS-regulated firm, you may also raise concerns directly with RICS if you believe there has been a breach of the RICS Rules of Conduct. RICS can be contacted at www.rics.org/complaints. This is separate from our internal complaints procedure and the CEDR process.
Scope and Limitations
This procedure covers complaints about the services provided by Love Surveying Ltd, including surveying services, training, coaching, and consultancy. It does not cover:
- Complaints about services provided by other firms or individuals
- Disputes that are already subject to legal proceedings
- Matters that fall outside the CEDR's jurisdiction — please check with CEDR directly if you are unsure
Receiving This Procedure
This procedure is provided to all clients at the start of engagement, either within our Terms of Engagement or by direct communication. Clients are asked to confirm receipt as part of the engagement process.
This procedure is also published on our website at www.lovesurveying.com and is available on request at any time.
Love Surveying Ltd | Company no. 13394424 | Regulated by RICS (Firm No. 861702) | Member of Centre for Effective Dispute Resolution (CEDR)
marion@lovesurveying.com | www.lovesurveying.com
This procedure is reviewed annually or following any change to RICS regulatory requirements or CEDR membership terms.
