Our complaints procedure
If you are dissatisfied with us or have a complaint about our services we will do all we can to resolve any problems as speedily as possible.
As a first step, please talk to us and contact the company director Dominic Severs at our offices at Unit 10, 18A Arthur Street, Hove BN3 5FD, or by telephone on 07814128215. If the complaint cannot be settled there and then or if it is too complex, or if you want to present documents, we will ask you to write to us giving more details, by email or letter as suits you.
If you do write to us we will reply within seven days to give our understanding of the circumstances of the complaint and to tell you what we propose to do. We will also invite you to comment on our proposal. If you are not satisfied at that stage, or if the circumstances demand more investigation, we will write to you again within a further twenty one days to let you know the outcome of any investigation and inform you what actions we will take or have taken.
If matters cannot be resolved through our own procedures, arrangements for settling disputes through mediation, adjudication, arbitration or litigation are included in our terms of business. These vary depending on the nature of our appointment and we will discuss with you what might be appropriate if it gets to that stage.
Regardless of these procedures, if you believe we have not behaved professionally or that we have been incompetent, you may at any time make a complaint to our professional body, the Royal Institute of British Architects (RIBA): RIBA Professional Standards Office (Tel: 020 7307 8566) or our statutory regulator, the Architects Registration Board (ARB): 8 Weymouth Street, London W1W 5BU (Tel: 020 7580 5861).