Dealing with a complaint that has been made to the ARB can be a time-consuming and stressful process for architects. Being aware of common pitfalls can help avoid a complaint being made about you to the ARB.

Ensure you have written terms of engagement – You should issue written terms before you carry out any work, and include everything set out under Standard 4 of the Code of Conduct.

Communicate – Make sure that your client understands every stage of the project, and manage their expectations about what your role involves.

Declare all conflicts of interests – Conflicts of interest should be declared to your client at the outset of the appointment. It is advisable to record any declarations in writing and you should obtain your client’s written consent before you continue to act in that capacity.

Delegate and supervise – If there is a lot of work, delegation is important to avoid delays. Remember that all architectural work must be under the control and management of an architect, who should be prepared to supervise and intervene as necessary.

Maintain Professional Indemnity Insurance – Make sure that cover is adequate and appropriate for your work, and notify insurers as soon as you become aware of a potential complaint or dispute. You should ensure you have insurance for any architectural work you carry out, including any undertaken outside of your main employment.

Deal with complaints locally – Try to resolve complaints and disputes yourself at an early stage, to prevent it escalating. Have a written complaints procedure, answer complaints as quickly as possible, don’t let the dispute get personal and engage in alternative dispute resolution where appropriate.

Watch our video on how to avoid complaints here: