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As the statutory regulator for UK architects, one of our duties is to deal with complaints about the conduct of architects and their ability to do their job – in other words, their competence.
The Architects Code sets out the standards of conduct and competence that all architects are expected to meet, in both their work and their behaviours. If you – as a member of the public, colleague, or student – think that an architect has failed to meet one or more of the standards set out in the Code, then you can submit a complaint to us.
ARB has specific powers set out in law, and other bodies have different powers and roles. ARB may not always be the appropriate body to address your concern. This page will provide information to help you direct your concern to the right place.
If you are an architect and have had a complaint made against you, you can also find guidance and advice on how to respond, and information about our complaints process.
Who is your concern or complaint about?
I have concerns about a registered architect
Who we can investigate
ARB can investigate complaints about architects.
To use the title ‘architect’ in business and practice an individual must be included on the Architects Register, which you can search here.
If your concern is about someone whom you suspect may be falsely describing themselves as an architect in business or practice, we may be able to take action against them for misuse of title. Please see here to read our title protection policy, and use the form here to inform us about suspected title misuse.
Types of concerns we can investigate
As the regulator, we can only investigate complaints where there is evidence that an architect may have committed one of the following two types of offense: unacceptable professional conduct and serious professional incompetence. Some examples of what these might look like include:
- Failing to put in place a contract, or to uphold the terms of a contract that has been agreed
- Acting dishonestly or without integrity
- Being seriously incompetent
- Failing to inform a client about the progress of work in a timely manner or at all
- Failing to deal with a complaint about their professional work in an adequate way
- Failing to maintain adequate professional indemnity insurance
- Failing to respect others or treat them fairly
- Unacceptable behaviours including sexual misconduct or discrimination
Further information about what constitutes unacceptable professional conduct and serious professional incompetence is available here.
What we cannot do
- Investigate complaints that are more than six years old, unless there are special circumstances
- Order an architect to put right something which has gone wrong, or award compensation for poor service
- Become involved in disputes about a contract or fees
- Deal with complaints about matters that are covered by general law (for example, employment, criminal activity or copyright disputes)
- Intervene in a planning dispute
- Give legal advice
Before you raise a concern with ARB
Before you make a complaint, we advise you to familiarise yourself with our guidance on what happens when you complain to us and this map of the complaints process.
Submit a complaint
If you have read through the information above and think that your concern is something that we can act upon, you can submit a complaint to us using this form.
Other organisations that may be able to help
If you are a client and have a problem with your architect’s services, in most cases you should be able to resolve the issue directly with your architect, as they should have a complaints process in place. If you can’t reach an agreement, you might want to take legal advice to find out what your options are.
You may consider reaching out to an organisation such as Citizens Advice to seek for advice. These types of organisations can help individuals understand their legal rights, explore their options, and find the right routes for resolving issues in relations to consumer, housing, or other issues.
We also have further information on other types of concerns that you may want to consider:
I have concerns about an employer
I have concerns about a university or other learning provider
I have concerns about a university or learning provider
Who we can investigate
The process of handling complaints varies depending on the nature of the issue, the professional relationship with the architect, and the organisations involved.
ARB investigates complaints made about registered architects, some of whom work in academic settings. However, ARB can’t intervene or advise in a dispute between a student and their learning provider. The information below should help you consider what further actions are available to you.
Other organisations that may be able to help
Your learning provider
If you have concerns about your learning provider, you can consider to first check your provider’s own complaints processes and decide whether you want to make a complaint directly to them.
Office of the Independent Adjudicator (OIA)
The OIA is the regulator whose remit is to deal with student complaints in relation to their university education.
If you feel that the provider hasn’t responded appropriately to your complaint, then the OIA may be a step to consider.
The OIA’s website includes more information on the types of complaint that it can help with:
Find out more about how to raise a complaint with the OIA
Office for Student (OfS)
The OfS’ role is to oversee the higher education system as a whole, ensuring that universities and other institutions meet certain standards for quality, access, and student outcomes.
The OfS can’t intervene or advise in a dispute between an individual and their university or college. However, if you believe that a higher education provider has been failing to meet the OfS’ conditions of registration, and that this failure is likely to be repeated or ongoing, you may want to consider contacting the OfS with your concerns:
Find out more about what the OfS can and cannot deal with
We also have further information on other types of concerns that you may want to consider:
I have concerns about an employer
Who we can investigate
The process of handling complaints varies depending on the nature of the issue, the professional relationship with the architect, and the organisations involved.
ARB investigates complaints made about registered architects as individuals. However, ARB can’t intervene or advise in a dispute between an employee and their employer. The information below should help you consider what further actions are available to you.
If you want to make a complaint about a registered architect, please read the information available here. This could include a complaint about the conduct or practice of a registered architect who is working as an employer.
Other organisations that may be able to help
Advice Organisations
As we do not have the power to help resolve workplace disputes, if your concern is in this area you may wish to consider reaching out to an advice organisation (such as Citizens Advice). These organisations can help you to understand your legal rights, explore your options, and find the right routes for resolving issues.
Acas
If your concern is about your employment terms, you may also consider contacting Acas to seek guidance. Acas can guide on employment rights, help with grievance procedures, and support in resolving the issue via mediation or conciliation.
Government advice
Advice on whistleblowing concerns can also be found here on GOV.UK.
Learning providers
If you are undertaking a qualification and the period of employment is part of that course (e.g. a sandwich course or apprenticeship), you may still wish to consider raising your concern with your learning provider or the Office of the Independent Adjudicator (OIA).
We also have further information on other types of concerns that you may wish to consider:
I have concerns about a registered architect
I have concerns about a university or other learning provider
