1. Our commitment
Loudwater is regulated by the Royal Institution of Chartered Surveyors. As an RICS-regulated firm, we operate a documented complaints procedure that meets RICS Rules of Conduct.
We take complaints seriously and aim to resolve them quickly, fairly, and transparently.
2. How to make a complaint
If you're unhappy with any aspect of our service, please tell us as soon as possible. The earlier we know, the better the chance of resolving the issue.
You can make a complaint in writing — by email to info@loudwater-bc.com, or by post to the Complaints Handling Partner, Loudwater Building Consultancy, 24 City Road, London EC1V 2NX. If you'd rather talk it through first, call us on 020 3195 3924. Please give us as much detail as you can, including what happened and what you'd like us to put right.
3. What happens next
When we receive your complaint:
- Within 7 working days we'll acknowledge receipt and confirm who is handling it.
- Within 28 working days we'll provide a substantive response, setting out our investigation and any steps we propose to take.
If we need more time, we'll tell you and explain why.
4. If you're not satisfied
If you're not satisfied with our final response — or if we haven't resolved your complaint within eight weeks of receiving it — you can refer the matter to an independent third party at no cost to you. As an RICS-regulated firm, we're required to give you access to an approved redress scheme.
- We use the RICS Dispute Resolution Service (DRS), which provides independent resolution of surveying and property disputes. You can contact the DRS by email at drs@rics.org or online at www.rics.org/drs, normally within twelve months of our final response. Referring a complaint to the DRS does not affect your legal rights.
- Separately, if your concern is about our professional conduct rather than the outcome of the work we did, you can raise it with RICS Regulation directly by email at regulation@rics.org.
5. Records
We keep records of all complaints and our responses. These records are reviewed periodically to identify patterns and improve our service.
6. Contact
To make a complaint, or to ask anything about our procedure, contact us by email at info@loudwater-bc.com, by phone on 020 3195 3924, or by post to Loudwater Building Consultancy, 24 City Road, London EC1V 2NX.