Customer Charter

Commitment to Excellence and Professionalism

At Lough Projects, we believe that customer satisfaction is achieved when we meet or exceed our clients’ expectations. We are dedicated to delivering excellence and professionalism in all our contracts, and we align ourselves with partners and contractors who share our commitment to client-focused values.

In the rare event that any aspect of our service does not meet your expectations, our comprehensive complaints procedure has been designed to minimise inconvenience and resolve conflicts in a satisfactory manner. To ensure the effectiveness of this policy, we will:

  1. Anticipate our clients’ needs and plan accordingly.
  2. Actively listen to and consider the requests and concerns of our clients.
  3. Communicate honestly, courteously, and with expert knowledge.
  4. Provide prompt, responsible, and efficient follow-through for our clients.


Complaints Procedure

Initial Complaint:

  1. Submit a complaint via phone (01-5570199), in writing (Unit 21, Northwest Business Centre, Ballycoolin, D15PR26), by email (, in person, .
  2. Direct your complaint initially to the Contracts Manager or Projects Manager assigned to your project.
  3. Provide as much detail as possible, including, but not limited to: a. Nature of the complaint b. Service involved c. Persons involved d. Expectation vs. Service Received
  4. You will receive an acknowledgement of your complaint within 2 working days.
  5. The Contracts/Project Manager will fully review your complaint and issue a proposed resolution within 10 working days from the acknowledgement.
  6. For more complex complaints, the issue may be escalated to the Executive Team, with a proposed resolution taking up to 20 working days.
  7. You will be regularly updated on the progress and timeframe of proposed resolutions.


Escalated Complaint:

  1. If you are not satisfied with the proposed resolution, you can escalate the matter to the Executive Team.
  2. Email with the subject line ‘Complaint Escalation’ to ensure high priority and routing to the Executive Team.
  3. You will receive an acknowledgement of your escalated complaint within 2 working days and a proposed resolution from the Executive Team within 10 working days.
  4. You will be regularly updated on the progress and timeframe of proposed resolutions.
  5. In the unlikely event that Lough Projects cannot provide a satisfactory resolution, you reserve the right to raise your complaint with the Office of the Ombudsman.


Paul Mullen Managing Director

Lough Projects March 2023