Our Complaints Procedures

We sincerely hope that no one would have cause to raise negative issues about our services, however; it is professional to operate a complaints procedure, even if never used.

Should you have a complaint about any of our services the procedure is as follows:

General Service or Surveys

If you have a complaint against R K Lucas & Son or any surveying staff, then the following procedure will be followed in dealing with that complaint.

1. A person has been appointed in each of our offices to deal with relevant complaints, and you should not hesitate to contact the relevant person.  Details are set out below:

Mr P K Lucas, The Tithe Exchange, 9 Victoria Place, Haverfordwest, Pembrokeshire, SA61 2JX.  Tel: 01437 762538

2. Where your complaint is initially made orally, you will be requested to send a written summary of your complaint to the person dealing with it.  Please ensure that you include your full title and name, full address and daytime contact telephone number.

3. Once we have received your written summary of the complaint, we will contact you in writing within 7 (seven) days to inform you of our understanding of the circumstances leading to your complaint.  You will be invited to make any comments that you may have in relation to this.

4. Within 21 (Twenty one) days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.

5. If you are dissatisfied with any aspect of our handling of your complaint, you should contact Mrs J Higgon, The Tithe Exchange, 9 Victoria Place, Haverfordwest, Pembrokeshire, SA61 2JX who will personally conduct a separate review of the complaint and contact you within 14 (fourteen) days to inform you of the conclusion of this review.

6. If you remain dissatisfied with any aspect of our handling of your complaint, then we will attempt to resolve this promptly through negotiations, and otherwise agree to enter into mediation with you in accordance with the Centre of Dispute Resolution (CEDR) Model Mediation Procedure or the mediation process operated by the Royal Institute of Chartered Surveyors.

7. If the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to the Surveyors Arbitration Scheme (SAS) operated by the Chartered Institute of Arbitrators.  The contact details are as follows:

Surveyors Arbitration Scheme
IDRS Limited
24 Angle Gate
City Road
London
EC1V 2PT

T: 020 7520 3800
F: 020 7520 3829
E: info@idrs.ltd.uk
W: www.idrs.ltd.uk

Relevant details of the Scheme are available by contacting the above.
In relation to Points 6 and 7 above, clients will be entitled to the free ‘Independent Redress’ Scheme.

For Energy Performance Certificates

If you have a complaint then this schedule sets out the procedure which we will follow in dealing with such a complaint.

1 Should you have a complaint about the assessor who attended your property you should in the first instance make your complaint to him.  His contact details are:
Paul Lucas BSc. (Hons) Est. Man. F.R.I.C.S., Dip. HI of The Tithe Exchange, 9 Victoria Place, Haverfordwest, Pembrokeshire.  Tel: 01437 762538; or
Michael Woods Dip ND, Dip DEA of The Tithe Exchange, 9 Victoria Place, Haverfordwest, Pembrokeshire.  Tel: 01437 762538

2 Where your complaint is initially made orally, you will be requested to send a written summary of your complaint to the person dealing with it.

3 Once we have received your written summary of the complaint we will contact you in writing within 7 days to inform you of our understanding of the circumstances leading to your complaint.  You will be invited to make any comments that you may have in relation to this.

4 Within 21 days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been made or will be taken.

5 If the assessor’s final response does not satisfy you should then contact his certification scheme who will then handle the matter.  His certification scheme can be contacted as below:
For Mr Lucas: SAVA Certification Scheme, The National Energy Centre, Davy Avenue, Milton Keynes, MK5 8NA.  Telephone: 01908 540605
For Mr Woods: NHER Accreditation Scheme, The National Energy Centre, Davy Avenue, Milton Keynes, MK5 8NA.  Telephone: 01908 540605