At Fernandes Binns Architects Ltd we are committed to delivering an excellent and responsive service to every client. We value open communication and aim to resolve any concerns quickly and constructively.
This procedure outlines how you can raise a concern or complaint, and how we will respond at each stage.
1. Talk to Your Project Lead
If you have a concern or are unhappy with any aspect of our service, please raise it in writing with your Lead Architect or the person responsible for your project.
When writing to us, it helps if you can include:
- Your project name or reference
- A clear description of the issue
- Any dates or supporting details
- What outcome you would like
What will happen next:
- We will acknowledge your complaint within 7 working days
- We will review the matter and may suggest a call or meeting
- We will provide a written response within 21 working days, outlining our understanding and proposed next steps
We aim to resolve most concerns at this stage through discussion and collaboration.
2. Review by a Director
If you feel the matter has not been resolved after Stage 1, you may ask for a review by a Director of the practice.
At this stage, a Director will:
- Review the correspondence and any responses to date
- Speak with you if appropriate
- Provide a written response within 21 working days
Our goal at this stage is to ensure a fair review and to agree how best to resolve the matter.
3. Professional Standards and External Advice
If the matter remains unresolved following our internal process, you may seek independent advice or refer the matter to a relevant professional standards body.
As an RIAS Chartered Practice, you may contact the Royal Incorporation of Architects in Scotland (RIAS) Professional Standards team for further guidance:
RIAS Professional Standards
Head of Certification
15 Rutland Square
Edinburgh EH1 2BE
Writing to RIAS is optional and does not affect your statutory rights.
Please note that any contractual or dispute-resolution process set out in your Conditions of Appointment or Professional Services Agreement may apply alongside this procedure.
Continuous Improvement
We take all complaints seriously and use feedback to improve our service. When appropriate, we review our internal practices and procedures to help prevent similar issues arising in future.
Contact Us
If you wish to make a complaint, please contact:
Fernandes Binns Architects Ltd
52 Montrose Terrace
Edinburgh EH7 5DL
Email: info@fb-architects.co.uk
Telephone: 0131 563 4651