Complaints

Understand the steps involved in making and, where necessary, escalating a complaint and see where we can help. If something goes wrong, you should contact us straight away to give us a chance to put things right. Do this as soon as you notice the issue.

You can read our complaints process bellow or download a digital copy of it here

Complaints Procedure

Company Statement

We are committed to providing a high-quality service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

 

If you have a complaint, please contact us with the details. 

 

In the event of a complaint Arkhi Architects Ltd will respond appropriately and in accordance with:

The Architects Code: Standards of Professional Conduct and Practice.
Published January 2017.

 

Our Complaints Procedure

 

  1. We will acknowledge your complaint, in writing, within 10 working days of receipt of your complaint.

  2. We will respond to your initial letter of complaint within 30 days of its receipt, addressing the issues raised.

  3. We will offer you the option to attend a meeting to discuss and hopefully resolve your complaint. If you do not wish to attend a meeting, or it is not possible, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter.

  4. We suggest allowing a period of eight weeks to form an amicable agreement. 

  5. If an amicable agreement cannot be reached, we encourage the use of Dispute Resolution in accordance with the terms contained within our appointment document: Conditions of Appointment for an Architect for a Domestic Project 2010, 2012 Revision.

  6. Outcomes of the Dispute Resolution process will be considered, further actions to be taken accordingly.

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