Complaints Procedure
Sense Studio has a reputation which is underpinned by our core values and our commitment to delivering the very best service we can for all our clients around the world. We are subject to the rules, Codes of Practice and ultimately the sanction of the Architect’s Registration Board (ARB) and the Royal Institute of British Architects (RIBA).
We are very sorry that you consider you have cause for complaint and we will do all we can to address your concerns and hopefully to rectify the situation as quickly as we can. The notes below are provided to guide you through the process:
Stage 1: Informal stage
Please initially raise your concern with the person you are dealing with to see if the matter can be resolved without having to make a formal complaint. We find that in many instances, issues arise from misunderstandings about our role in your case, and in some cases where we are taking instructions, given on your behalf, from a lawyer who is acting as your representative. Often, a simple conversation may be all that is required to resolve the problem. However, if this does not resolve the issue please feel to call or email, Murray Armes, my contact details are set out below.
Stage 2: Written stage
If you are still dissatisfied please write to Murray Armes, the Managing Director, at Sense Studio Limited, clearly outlining your complaint, quoting the job reference if you know it, or the name and the person you have been dealing with. The MD will acknowledge receipt of your letter within seven days and give you a written response to your complaint once we have had an opportunity to investigate the matter. We will normally try to do this within 21 days of the receipt of your written complaint but will let you know if we need longer.
Stage 3: Mediation
If you are still unhappy but have exhausted our complaints procedure you may wish to try mediation. This is an informal procedure aimed at resolving disagreements which have arisen between an architect and the client. It is a voluntary process but is particularly suited to situations where the relationship has broken down or where communication has become a problem. The mediator is an independent neutral who will act as an intermediary and try to assist the parties to re-establish a working relationship and also assist in any negotiations between the parties, which may be in sessions with both parties present, or in private with each party. Ultimately, the aim of mediation is to explore options for settlement, which only become binding if both parties give written consent. A number of organisations, including the RIBA, provide this service:
https://www.architecture.com/RIBA/Professionalsupport/Professionalstandards/Mediation.aspx
Complaints about professional conduct or competence
If your complaint is about the professional conduct or competence of a registered Architect, it may be referred to the ARB, and/or the RIBA if the architect is a RIBA member. The links below will provide details of what you should do next:
https://www.architecture.com/RIBA/Professionalsupport/Professionalstandards/DisputeResolution.aspx
http://www.arb.org.uk/complaints/
As expert witnesses we are also members of The Academy of Experts and subject to their Code of Practice for Experts:
A hard copy of this document can be obtained from Sense Studio.
Murray Armes, BA, DipArch, MA, MSc, RIBA, FCIArb, MAE
MD of Sense Studio Limited
Email: murray@sensestudio.co.uk
Tel: +44 (0) 20 7438 1550
This procedure was last updated in June 2019
