Complaints Procedure

Complaints Handling Procedure

Alex Zachopoulos Architect is a Royal Institute of British Architects (RIBA) Chartered Member (reg no 20026036) and is committed to maintaining the RIBA Code of Professional Conduct (available at www.riba.co.uk) as well as the Architects Registration Board (ARB) Architects Code: Standards of Professional Conduct and Practice (available at www.arb.org.uk).

Inevitably, sometimes there are problems.”

When you come to me for architectural work I do my best to work with you in a way that not only ensures compliance with the Architects’ Standards of Professional Conduct and Practice as published by the ARB but actually goes above and beyond that. I really want to serve all clients with professionalism and respect. I view each client coming to me for their project as an opportunity for a new and lasting friendship. In a sense, you and I become a sort of collaborators in your project.

I value this.

On occasion misunderstandings and disputes may arise with clients, co-professionals and third parties in the course of our professional work; most often these can be resolved through normal communication. In the rare instances where no resolution is arrived at following this route, the following procedure will be followed:

  • In the event of a complaint relating to an architectural matter, the first step is to contact me via letter to my registered business address, 32 Fell View, Wigton, CA7 9BP, or via email at complaints@zachopoulos.co.uk.
  • Once I have your complaint in writing and I have reviewed your written summary of the complaint, I will contact you in writing within 10 working days to inform you of my 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 30-working-day period I will advise you of the outcome of my investigation and inform you what actions have been or will be taken.
  • If you are still dissatisfied, please write to me once again, setting out the reasons for your dissatisfaction. Within 21 days I will write to you to advise the outcome of my review of your complaint and to let you know what further actions have been or will be taken.
  • If you remain dissatisfied with any aspect of my handling of your complaint, it may be referred to the Royal Institute of British Architects: RIBA Professional Standards Office (Tel: 0207.307.3649, email: adjudication@riba.org) or to the Architects Registration Board(8 Weymouth Street, London W1W 5BU, Tel: 020 7580 5861)