Our commitment

Islington Architects is committed to providing professional, competent and transparent architectural services to all clients.

We aim to maintain the highest standards of professional conduct and service in accordance with the Architects Registration Board (ARB) Architects Code of Conduct and Practice.

We recognise that, occasionally, concerns or complaints may arise. When this happens, we are committed to addressing them fairly, promptly, courteously and professionally.

Our complaints procedure is designed to ensure that concerns are taken seriously, investigated appropriately and resolved wherever reasonably possible.

Responsibility for complaints

Adrian Fowler is the designated person responsible for overseeing and managing complaints received by Islington Architects. Adrian Fowler is responsible for:

• Acknowledging complaints promptly.
• Reviewing and investigating concerns impartially.
• Maintaining appropriate records of complaints and correspondence.
• Communicating with complainants throughout the process.
• Seeking fair and reasonable resolutions.
• Identifying opportunities to improve our services and procedures.

Where a complaint directly concerns Adrian Fowler, or a conflict of interest may arise, we will consider appointing another suitably independent person to review the matter.

How to make a complaint

Clients and other parties wishing to raise a complaint about our professional services are encouraged to contact us in writing. Complaints should be addressed to:

To assist our investigation, please provide:

• Your name and contact details.
• The project name or reference, where applicable.
• A clear description of your concern.
• Relevant dates and supporting documentation.
• The outcome or resolution you are seeking.

We will make reasonable adjustments where necessary to ensure that our complaints process is accessible.

Acknowledgement of complaints

We aim to acknowledge written complaints within five working days of receipt. Our acknowledgement will normally confirm:

• That the complaint has been received.
• Who will be responsible for reviewing it.
• The anticipated timescale for providing a substantive response.
• Whether further information is required.

Investigation and review

All complaints will be considered carefully, fairly and objectively. Our investigation may include:

• Reviewing relevant correspondence, appointment documents and project records.
• Discussing the issues with those involved.
• Requesting additional information or clarification.
• Considering applicable professional obligations and contractual responsibilities.
• Seeking appropriate independent professional advice where necessary.

We aim to provide a substantive written response within 20 working days of receiving the complaint.

Where the matter is complex or requires further investigation, we will inform the complainant of the reason for any delay and provide a revised anticipated response date.

Our response and resolution

Following our investigation, we will provide a written response explaining our findings and any proposed actions. Depending on the circumstances, appropriate outcomes may include:

• Providing clarification or additional information.
• Offering an explanation or apology where appropriate.
• Correcting an error or addressing a service concern.
• Reviewing relevant project procedures or communications.
• Agreeing other reasonable corrective actions.

Any proposed resolution will take account of the circumstances, applicable contractual obligations and professional responsibilities.

We will keep an appropriate record of the complaint, investigation and outcome.

If you remain dissatisfied

If you are dissatisfied with our response, you may request a further review by writing to Adrian Fowler, explaining which matters you believe remain unresolved.

Where appropriate and practicable, we will arrange for someone not previously involved in the complaint to undertake the review.

We aim to respond to review requests within 15 working days or explain where additional time is required.

Where a dispute cannot be resolved through our internal procedure, we may consider alternative dispute resolution, including mediation, where appropriate and agreed by the parties.

Nothing in this procedure prevents a complainant from seeking independent legal advice or exercising their statutory or contractual rights.

Complaints to the Architects Registration Board (ARB)

Architects registered in the United Kingdom are regulated by the Architects Registration Board (ARB).

Where a complaint concerns the professional conduct or competence of a registered architect, the complainant may refer the matter directly to the ARB. The ARB investigates concerns that may amount to unacceptable professional conduct or serious professional incompetence.

The ARB does not generally resolve contractual or fee disputes, award compensation or order an architect to undertake remedial work.

Complainants are not required to complete our internal complaints procedure before contacting the ARB.

Nothing in this policy restricts an individual’s right to raise concerns with the ARB or any other relevant regulatory authority.

Data protection and confidentiality

We will handle complaints and associated personal information in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Information relating to complaints will be treated confidentially and shared only where reasonably necessary to investigate or resolve the matter, comply with legal obligations or obtain appropriate professional advice.

Personal information will be retained in accordance with our data retention arrangements and Privacy Policy.

Complaints specifically concerning personal data protection rights may also be referred to the Information Commissioner’s Office (ICO): ico.org.uk.

Continuous improvement

Islington Architects is committed to learning from complaints and using feedback to improve our professional services.

Where appropriate, we will review our internal systems, communications and procedures to reduce the likelihood of similar issues arising in the future.

Policy review

This procedure will be reviewed annually, or earlier where changes to legislation, professional standards or practice operations make this necessary.