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Customer Care Policy


LBC South recognises that our success is built upon providing a good service to our clients; however there are times when problems occur on certain projects. We have therefore signed up to the RICS Complaints Handling Procedure, set out below, in addition to the Construction Industry Council's procedures and regulations by which we are bound. Some problems are outside our jurisdiction and covered by the Party Wall Act or the Health & Safety Executive, and this is explained and the relevant contacts provided below.

Our inspection service does not mean that we act in a policing role standing over the contractor throughout the project, nor are we consultants to the project, but we are required to have an open and critical eye to ensure that the work taking place is in accordance with the Building Regulations. Clients are advised to appoint their own architects, consultants or similar agents to oversee works on their behalf.


A complaints procedure to deal with written and verbal complaints is operated, maintained and made available upon request to interested parties.

Please note that Party Wall Act complaints and other matters outside the building regulations should be made to the relevant authorities, as noted below. Please also note that whilst we are checking to ensure compliance with the building regulations, we do not act as overseeing agents for your building works and you are advised to employ an architect or similar competent agent to oversee your project.

A complaint is to be acknowledged within 3 working days, in writing or by telephone or e-mail as appropriate. If the complainant is not satisfied by a telephone or e-mail response, a letter shall be written replying to any formal written complaint; if resolution is not found, a second letter is to be sent with reference to the relevant overseeing bodies such as the Royal Institution of Chartered Surveyors or the Association of Building Engineers. For complaints regarding the Approved Inspector service this would be the CIC : The complaints procedure will be kept under constant review and improved as necessary.

RICS Regulated Firm :- As a regulated RICS firm, we also have in place a Complaints Handling Procedure which meets the regulatory requirements of the RICS. Our CHP has two stages. Stage One of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response you will have the opportunity to take your complaint to Stage Two. Stage Two gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by the RICS.

Stage One : If you have spoken to us about your complaint, please submit the details of your complaint to us in writing, to make sure that we have a full understanding of the reasons of your complaint. Please send your written complaint to :The Manager, LBC South at our address on our Home Page. We will consider your complaint as quickly as possible and acknowledge receipt of your complaint within 7 days. If we are unable to give you a full response we will update you within 28 days.

Stage Two : If we are unable to agree on how to resolve your complaint then you will have the opportunity to take your complaint to an independent redress provider, as approved by the RICS Regulatory Board. We have chosen to use the folllowing redress provider : Surveyors Ombudsman Service, PO Box 1021, Warrington WA4 9FE. (Tel 08450508181; Fax 08450511213; email

Party Wall Act : Please note that we do not oversee neighbour disputes. These should be addressed under the Party Wall Act 1996 available at You may also seek legal representation under civil law.

Health & Safety : Please note that we are responsible only for issues on our projects which fall under the Building Regulations. For dangerous structures, particularly where adjacent public highways or footpaths, please contact your Local Authority and for dangers on building sites please contact the H&S Executive on 0845 300 9923 or at

LBC (South) Ltd
Theatre House
Theatre Lane
West Sussex
PO19 1SS

Tel : 01243 780 779

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