Client Complaint Handling Policy

 

Oliver Chapman Architects’ reputation is underpinned by our commitment to delivering anexcellent service to our clients. If you have a complaint to make then this note sets out the procedure to be followed in respect of our architectural services. 

In the event of a complaint relating to an architectural matter, the first step is to contact theCompany Secretary at our offices at 36 St Mary’s Street, Edinburgh, EH1 1SX. Where your complaint is initially made orally, you will be asked to send a written summary of your complaint. Once the Company Secretary has reviewed your written summary of the complaint, they will contact you in writing within fourteen days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this. Within a further twenty one days they will write to you to advise the outcome of her investigation into your complaint and to let you know what actions have been or will be taken.

If you are unhappy with the response, please write to Mr Oliver Chapman, the Director of the firm who has been appointed to deal with complaintsgenerally, at 36 St Mary’s Street, Edinburgh, EH1 1SX setting out the reasons for your dissatisfaction with our response.

Within twenty one days, a Director will write to you to advise the outcome of his review of your complaint and to let you know what further actions have been or will be taken.

If your complaint identifies an non-conformance with a project’s quality management plan then we will wish to carry out corrective measures. Anon-compliance report with be raised at the general monthly work review and taken to the quarterly Quality Management Review.

If you remain dissatisfied with any aspect of our handling of your complaint, it may be referred to the Royal Institute of British Architects: RIBA Professional Standards Office (Tel: 020 7307 8566, Fax: 020 7307 3793)