Complaints Handling Procedure
Love Surveying Ltd
RICS Regulated Firm No. 861702
Last updated: 18 September 2026
Our approach to complaints
We aim to provide a high standard of professional service, but we recognise that sometimes things may go wrong or you may be dissatisfied with something we have done.
If that happens, please tell us.
We take complaints seriously and will consider them fairly, openly and professionally. Complaints also help us identify where our services, communication or systems could be improved.
This procedure explains how to raise a complaint, what you can expect from us and what you can do if we are unable to resolve the matter with you.
What is a complaint?
A complaint is an expression of dissatisfaction about the service we have provided, our conduct, or something we have done or failed to do.
You do not need to use the word “complaint” for us to treat your concern as one.
Where something can be resolved quickly and informally, we will try to do so. Raising an issue informally does not prevent you from making a formal complaint.
How to make a complaint
Please contact:
Marion Ellis FRICS
Love Surveying Ltd
Suite 6, Mercer Manor Barns
Sherington
Newport Pagnell
Buckinghamshire
MK16 9PU
Email: marion@lovesurveying.com
Please tell us:
- what has happened;
- what you are dissatisfied with;
- any relevant dates or documents; and
- what you would like us to consider doing to resolve the matter.
You do not need to prepare a formal legal document or use particular terminology.
If you need a reasonable adjustment or would find another way of communicating your complaint easier, please let us know.
What happens when we receive your complaint?
We will acknowledge your complaint promptly.
We will review the issues you have raised and may contact you if we need further information or clarification.
Love Surveying Ltd is a sole-practitioner business and complaints are normally considered by Marion Ellis FRICS. Where appropriate, we may obtain independent professional or legal advice to assist us in considering a complaint.
We will investigate your complaint fairly and consider the information available to us.
Our response will explain our understanding of your complaint, the outcome of our review and, where appropriate, any action we propose to take.
We aim to provide our substantive response within 28 days of receiving your complaint. If we need longer because of the nature or complexity of the issues, we will let you know, explain why and tell you when we expect to respond.
Resolving complaints
Depending on the circumstances, resolving a complaint might include:
- providing further information or an explanation;
- correcting an error;
- apologising where appropriate;
- taking action to put something right;
- reviewing the way we provide a service; or
- another proportionate response appropriate to the circumstances.
Making a complaint will not result in you being treated less favourably.
Complaints about the use of artificial intelligence
Love Surveying Ltd uses artificial intelligence (AI) and AI-assisted technology to support some aspects of our business and professional services.
AI is used to support, not replace, professional judgement. Marion Ellis FRICS remains responsible for the professional judgement applied to work undertaken by Love Surveying Ltd.
If your concern relates to the use of AI in connection with a service provided to you, you can raise it through this Complaints Handling Procedure in the same way as any other complaint.
Where applicable, you may ask us to explain:
- whether AI was used in connection with your service;
- the type of AI system used and its purpose;
- how relevant AI output was reviewed;
- the human oversight and professional judgement applied; and
- how concerns about the reliability of relevant AI output were considered.
You may also ask us to review work where you are concerned that the use of AI has adversely affected the service provided to you.
Further information about how we use AI and personal data is contained in our Privacy Policy.
Complaints about personal data
If your complaint is specifically about the way we have collected, used, shared, stored or protected your personal data, please refer to the data protection complaints procedure in our Privacy Policy.
You also have the right to raise a data protection complaint with the Information Commissioner's Office (ICO).
If we cannot resolve your complaint
If we have completed our internal complaints procedure and you remain dissatisfied, you may be able to refer your complaint to an independent Alternative Dispute Resolution (ADR) provider.
If you are a consumer
If you instructed us as an individual for purposes wholly or mainly outside your trade, business, craft or profession, you may be eligible to use the RICS Consumer Scheme administered by the Centre for Effective Dispute Resolution (CEDR).
The service is free to eligible consumers.
Further information about the scheme, including eligibility, applicable time limits and how to make an application, is available from CEDR:
If you are a business client
If you instructed us in connection with your trade, business or profession and we are unable to resolve your complaint through our internal complaints procedure, we will provide you with details of an appropriate independent Alternative Dispute Resolution (ADR) service.
This may include the RICS Business-to-Business Independent Adjudication Service administered by CEDR, subject to the eligibility requirements and terms of that service.
Different eligibility requirements and fees may apply to business-to-business ADR.
RICS Regulation
Love Surveying Ltd is regulated by the Royal Institution of Chartered Surveyors (RICS).
RICS Regulation is separate from the ADR process.
RICS may consider concerns about whether an RICS member or regulated firm has complied with its professional or regulatory obligations. RICS does not determine ordinary disputes between firms and their clients or award compensation.
Information about reporting concerns about an RICS member or regulated firm is available from RICS.
Records and learning from complaints
We maintain a record of complaints in accordance with our regulatory obligations.
We also consider whether a complaint identifies improvements that could be made to our services, communication, terms, systems, training or other working practices.
Information relating to complaints will be retained and handled in accordance with our Privacy Policy and applicable legal, regulatory and insurance requirements.
Questions about this procedure
If you have any questions about this Complaints Handling Procedure, please contact:
Marion Ellis FRICS
Love Surveying Ltd
Email: marion@lovesurveying.com
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