our complaints
procedure _

we hope you'll never need this page, but if something isn't right, here's exactly how to tell us and what happens next.

last updated 21 july 2026

we are _ llp is committed to providing a high-quality architectural service to all our clients. when something goes wrong we need you to tell us about it, this helps us to improve, and to put things right for you. this procedure sets out how to raise a complaint and how we will respond.

how to raise a complaint

in the first instance, please speak to the director handling your project, often the quickest way to resolve a concern is a straightforward conversation. if you would prefer to put it in writing, or the matter is not resolved, please contact us formally:

please give us as much detail as you can, including what happened, when, and how you would like it resolved.

how we will handle it

  1. acknowledgement, we will acknowledge your complaint in writing within five working days of receiving it.
  2. investigation, a director not directly involved in the matter (where possible) will review the concern, the project records and any correspondence.
  3. response, we will send you a full written response within twenty working days. if we need longer, for example where the matter is complex, we will let you know and agree a revised timescale with you.
  4. resolution, our response will explain our findings, any action we propose to take, and how we will put things right.

if you are still not satisfied

if we cannot resolve your complaint to your satisfaction, you may refer it to the professional bodies that regulate our work:

  • the architects registration board (arb), the statutory regulator of architects in the uk, at arb.org.uk;
  • the royal institute of british architects (riba) at architecture.com.

the arb's code of conduct and riba's code of professional conduct set the standards we work to, and both offer guidance on how complaints about members are handled.

our commitment

every complaint is treated seriously, fairly and in confidence. raising a concern will never affect the quality of service you receive from us, and we will always aim to resolve matters constructively and as quickly as we can.