Feedback

Your feedback is important to us

We want the services we provide to be the best possible and that’s why your feedback is important to us.
You may feel unhappy with the service you receive or you may want to make a suggestion that helps improve it. We also hope that there are times when we do something well.

Complaints

We recognize that everyone has a right to make a complaint and we can learn valuable lessons from them. Your complaint may well improve things for everyone.

Compliments

We would like to know when you have been impressed or pleased with our service. We can use these examples to thank our staff who gave the good service, and share best practice amongst staff.

How to make your complaint or compliment

You can make a complaint or compliment in a number of ways.  You can:

Time limit for receipt of complaints

We would rather your concerns to be expressed to us within the first six months. This is because its better to look into your concerns while the issues are still fresh in everyone’s mind.

We may exceptionally be able to look at concerns which are brought to our attention later than this. However, you will have to give us strong reasons why you have not been able to bring it to our attention earlier and we will need to have sufficient information about the issue to allow us to consider it properly.
If possible, we believe its best to deal with things straight away rather than try to sort them out later. If you have a concern, raise it with the person you’re dealing with or contact us as soon as possible. We will look into the matter and try to resolve it for you. If there are any lessons to learn from addressing our concern then we will discuss the concern with the rest of the staff.

Outcome

We have eight weeks to resolve your complaint. If we have not resolved your complaint within this time you may complain to the Architects' Registration Board.