Minimising problems
We know that working as an architect can be rewarding but also challenging at times, often depending on how well a project is going and whether any problems have arisen. You can reduce the likelihood of problems developing by having clear terms of engagement and being careful to manage client expectations throughout. Timely and courteous correspondence with clients can also go a long way to maintaining a positive relationship.

Client complaints
We routinely receive complaints from clients who say something has gone wrong with their project. We find the quickest and easiest way to resolve issues is often through direct, effective communications between the architect and their client. We always encourage clients to try and resolve issues with you first before submitting a complaint to ARB. As some may not know how to articulate their worries clearly, we created a template letter for clients to use to express their concerns effectively.

What you’re expected to do
To ensure your clients know what to expect from the outset of the project, it is important to explain within your terms of engagement that you have a written procedure for handling complaints.

If you are contacted by a client with a complaint, you should make your response a matter of priority. In line with Standard 10 of the Architects Code complaints should be handled courteously and promptly at every stage and you should provide a copy of your complaints procedure if requested. Clients must not be charged for time spent handling a complaint.

Tips

• Acknowledge the complaint within 10 working days
• Respond within 30 working days
• If the issues are unclear to you, ask for clarification
• Let your client know who will be dealing with their complaint
• Try not to take criticisms personally and ensure your response is professional
• If possible, show your draft response to a colleague or peer for impartial feedback
• Where appropriate, encourage mediation or conciliation to resolve the dispute
• Notify your insurer of any potential claim as soon as possible, as failure to do so may invalidate your policy (you are not obligated to provide details of your insurance policy to your client)

Mistakes will be made from time to time but in our experience, those who are prepared to engage with their client in a conciliatory and professional way, are the ones who can avoid minor disputes escalating into claims or complaints to ARB.

We hope this is helpful but if you have any queries you can contact the Professional Standards Team at professionalstandards@arb.org.uk or on +44 (0) 20 7580 5861 and we’ll be happy to help.