Complaints Policy

Applies to consumer clients. We take complaints seriously and aim to resolve concerns fairly, calmly, and as quickly as possible. This policy explains how to raise a complaint and what you can expect from us.

Company: Architect Designs LTD (Company No. 15900040). Contact: legal@architectdesigns.co.uk.

1. What counts as a complaint?

A complaint is an expression of dissatisfaction about our service, communication, deliverables, or conduct where you want a response or resolution.

2. Before you submit (recommended)

If the issue is urgent or minor (for example, a scheduling problem), contacting your architect first is usually the fastest route to resolution.

3. How to raise a complaint (Step 1)

To raise a complaint, contact your architect and clearly state:

• your full name and property address;
• a clear summary of the issue;
• the outcome you would like; and
• any relevant supporting information (emails, screenshots, documents).

Once logged, you will receive an email confirmation that your complaint has been received and a Case ID has been attributed to your project.

4. Our response timeframe

We aim to respond within 15 working days of acknowledging your complaint. If the issue is complex and requires more time, we will tell you what we are doing and provide an updated timeline.

5. Escalation (Step 2)

If you do not receive a response within 15 working days, you can escalate by emailing escalations@architectdesigns.co.uk with your Case ID as the subject line.

6. Escalated resolution timeframe

Where the escalation criteria are met (Case ID issued and 15 working days have passed without response), we aim to progress the escalated complaint and provide a result within 3 working days.

7. What we may ask for

To investigate and resolve the issue, we may ask for additional information or clarification, including confirmation of instructions, approvals, or timelines relevant to your project.

8. Outcomes and remedies

Depending on the complaint, outcomes may include an explanation, correction, revised deliverables, a service adjustment, or another appropriate remedy. Any resolution will be confirmed in writing. If a refund is considered, it will be handled in line with our Cancellation and Refund Policy and the work already completed.

9. Mediation and disputes

If we cannot resolve the complaint directly, we may propose mediation. We consider dispute resolution on a case-by-case basis and aim to find a fair outcome.

10. Contact

For complaints support, email legal@architectdesigns.co.uk. For escalations, email escalations@architectdesigns.co.uk (Case ID in subject line).