Customer service complaints
We are committed to providing a high quality, professional service to everyone who contacts us. We know that mistakes can sometimes happen, so if you’re unhappy about something please let us know. Your feedback is both welcome and valuable as it helps us to see where things have gone wrong and what we need to do to improve our service.
If you have concerns about our service, please speak to the person who is dealing with the matter. We hope that your complaint can be settled informally at this stage, but if not, we will let you know what further action we will take. Complaints about our service could arise if, for example:
- you feel that we have been unhelpful, or a member of our staff has been rude to you
- you feel that we haven’t kept you up to date with progress
we haven’t replied to your letters, emails or phone calls
Because we are the UK’s regulator of architects, some of the decisions we make are based on our legislation – the Architects Act 1997 – or on rules that support the legislation. Even though we can’t overturn or change a decision made under these regulations, your feedback is still valuable as it will help us to assess whether our processes are open, transparent and fair.
What we will do
If we can’t resolve your complaint informally, we will arrange for a senior member of staff to conduct an investigation. We will acknowledge receipt of your complaint within five working days and let you have a full response within 20 working days. If we are unable to meet the 20-day target, we will let you know.
If you are dissatisfied with the outcome of this investigation, you can ask for the Registrar to review your complaint. The same timescales will apply, and the Registrar’s decision will be final.
Customer Service Complaints Form
Please use this form to let us know if you have a complaint about our service. If you have any queries about completing it, please contact useither by phone on Freephone 0800 389 6221 or by fax on 020 7436 5269 or by email email@example.com
Complaints process diagram