Customer Charter
Customer satisfaction is achieved when Lough Projects meets or exceeds the expectations of the
customer. We strive for excellence and professionalism in all of our contracts and align ourselves with
partners and contractors with the same customer values.
On the rare occasion that any part of our service does not meet our clients expectations our complaints procedure
has been designed to minimize the inconvenience to our customers and resolve conflicts in a satisfactory manner.
To ensure this policy is effective we shall:
· Anticipate the needs of our clients and plan accordingly
· Actively listen and consider the requests and concerns of our clients
· Communicate honestly, courteously, and with sound knowledge
· Provide follow-through for our clients, promptly responsibly and efficiently
Complaints Procedure:
Initial Complaint:
· Raise a complaint via phone (01-5570199), in writing (Unit 21, Northwest Business Centre, Ballycoolin,
D15PR26), by email (info@lough.ie), in person or via Procore (client project web portal).
· Raise a complaint initially with the Contracts Manager or Projects Manager assigned to your project.
· Provide as much details as possible, including but not limited to:
o Nature of the complaint, Service involved, Persons involved, Expectation vs Service Received
· Customer will receive an acknowledgement of the complaint within 2 working days.
· Complaint will be reviewed fully by the Contracts/Project Manager and a proposed resolution will be issued
to the client within 10 working days from acknowledgment of complaint.
· If the complaint is more complex in nature the issue may be escalated to the Executive Team for review and
sign off on proposed resolution. In this case the proposed resolution may take up to 20 working days.
· The customer will be frequently informed of the progress and timeframe of proposed resolutions.
Escalated Complaint:
· If a customer is not happy with the proposed resolution issued, they can escalate the matter to the Executive
Team.
· The customer can email info@lough.ie with the subject line beginning ‘Complaint Escalation’. This will be
flagged high priority and routed to the executive team.
· The Customer will receive an acknowledgement of the complaint within 2 working days and a proposed
resolution within 10 working days from the executive team.
· The customer will be frequently informed of the progress and timeframe of proposed resolutions.
· In the unlikely event that Lough Projects cannot provide a satisfactory resolution, the customer reserves the
right to raise their complaint with the Office of the Ombudsman.
Keith McGill
Director
Lough Projects
December 2025
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