our complaints procedure - we are

home _
our studio _
journal _
we are _ merch_

_{Complaint Procedure}

_{1. Making a Complaint}

_{If you are dissatisfied with any aspect of our service or the way your project is being handled, please let us know as soon as possible. You can raise your concerns initially with the architect or team member involved. If this does not resolve the issue, please submit your complaint in writing to:}

_{Andrew Clapham Partner and RIBA Chartered Architect}

_{we are underscore llp}

_{Email: andrew@weare-design.co.uk}

_{Postal Address: Suite 7, The Safety House, Ackroyd Street, Morley, LS27 8PZ}

_{Please include:}

_{- Your name, contact details, and project reference (if applicable)}

_{- A clear description of your complaint}

_{- What outcome you are seeking}

_{2. Acknowledgement}

_{We will acknowledge receipt of your complaint within 5 working days.}

_{3. Investigation}

_{Your complaint will be reviewed by Andrew Clapham, who will investigate the matter thoroughly and impartially. Where appropriate, we may arrange a meeting or phone call to discuss your concerns and seek clarification.}

_{We aim to provide a written response within 15 working days of acknowledging your complaint. If the matter is complex or requires more time, we will inform you of the revised timescale and the reasons for any delay.}

_{4. Outcome}

_{Our written response will outline:}

_{- Our findings from the investigation}

_{- Any proposed actions or remedies}

_{- Confirmation of any changes we intend to make to prevent recurrence}

_{We hope that this process will resolve your concerns satisfactorily.}

_{5. If You Are Not Satisfied}

_{If you remain dissatisfied after following our internal complaints procedure, you may refer the matter for independent resolution to the RIBA Professional Standards team or the Architects Registration Board (ARB), depending on the nature of the complaint.}

_{RIBA Professional Standards}

_{The Royal Institute of British Architects}

_{66 Portland Place}

_London

_{W1B 1AD}

_{Email: professional.standards@riba.org}

_{Website: www.architecture.com}

_{Architects Registration Board (ARB)}

_{8 Weymouth Street}

_London

_{W1W 5BU}

_{Email: info@arb.org.uk}

_{Website: www.arb.org.uk}

_{We are committed to learning from feedback and continually improving our service. Thank you for taking the time to help us do so.}