Last updated: 01.01.2026
O Architecture is committed to providing high-quality architectural design, drawing, and visualization services. We value feedback from our clients and take all concerns seriously.
This Complaints Handling Policy outlines the process for raising and resolving complaints in a fair, transparent, and timely manner.
1. Our Commitment
We aim to:
- provide professional and reliable services
- respond to concerns promptly and respectfully
- investigate complaints fairly and objectively
- resolve issues wherever possible in a constructive manner
We view complaints as an opportunity to improve our services and maintain strong client relationships.
2. What Is a Complaint
A complaint is any expression of dissatisfaction relating to:
- the quality of services provided
- delays in service delivery
- communication issues
- billing or contractual matters
- any other aspect of our professional services
3. How to Make a Complaint
If you wish to make a complaint, please contact us in writing using the following details:
Email: hello@o-architecture.co.uk
To help us investigate your complaint effectively, please include:
- your name and contact details
- details of the project involved
- a clear description of the issue
- any relevant documents or correspondence
4. Acknowledgement of Complaint
Once we receive a complaint, we will aim to acknowledge receipt within 5 working days.
At this stage, we may request further information if required in order to properly assess the matter.
5. Investigation Process
All complaints will be reviewed by the appropriate representative within O Architecture.
The investigation may involve:
- reviewing project documentation
- reviewing communications and agreements
- discussing the matter with relevant parties involved in the project
Our aim is to ensure that complaints are handled objectively and fairly.
6. Response and Resolution
We aim to provide a formal written response to complaints within 14 working days where reasonably possible.
Our response may include:
- clarification of the issue raised
- an explanation of the findings of our investigation
- any appropriate resolution or next steps
Where additional time is required to investigate a complaint fully, we will inform the complainant and provide an updated timeframe.
7. Escalation
If the complainant remains dissatisfied with the outcome, they may request that the complaint be reviewed again by senior management within O Architecture.
This review will consider whether the complaint has been handled appropriately and whether any further action is required.
8. Record Keeping
All complaints will be recorded and retained for internal review purposes.
This helps us monitor service quality and identify opportunities for improvement.
9. Confidentiality
All complaints will be handled with appropriate confidentiality. Information relating to complaints will only be shared with those involved in the investigation and resolution process.
10. Policy Review
O Architecture may review and update this Complaints Handling Policy periodically to ensure that it remains effective and aligned with best practice.