Code of Conduct

Client Service and Complaints

Standard 11
Architects should organise and manage their professional work responsibly and with regard to the interests of their clients.

11.1

Architects should not undertake professional work unless the terms of the contract have been recorded in writing as to:

the scope of the work;

the fee or method of calculating it;

the allocation of responsibilities;

any limitation of responsibilities;

the provisions for termination;

any special provisions for dispute resolution;

and they have informed the client that Architects are subject to the disciplinary sanction of the Board in relation to complaints of unacceptable professional conduct or serious professional incompetence.

11.2

At the end of a contract (if requested) or otherwise upon reasonable demand an Architect should promptly return to a client any papers, plans or other property to which the client is legally entitled.

11.3

Architects should ensure that their firm has:

appropriate and effective internal procedures, including monitoring and review procedures; and

sufficient suitably qualified and supervised staff; such as to enable it to deliver an effective and efficient client service.

11.4

Architects should carry out their professional work without undue delay and, so far as is reasonably practicable, in accordance with any time-scale and cost limits agreed with the client.

11.5

Architects should keep their client informed of the progress of work undertaken on their behalf and of any issue which may significantly affect its quality or cost.

11.6

Architects should observe the confidentiality of their client's affairs and should not disclose confidential information without the prior consent of the client or other lawful authority, for example, when disclosure is required by order of a court.

Standard 12
Architects should deal with disputes or complaints concerning their professional work or that of their practice or business promptly and appropriately.

12.1

In the case of a firm or company comprising four or more partners or directors, a senior staff member should be designated as being responsible for dealing with complaints in the first instance and the client advised accordingly.

12.1

Where the designated person is unable to resolve a complaint to the satisfaction of the complainant, they should refer it promptly to the senior partner or managing director.

12.1

If, after reviewing the complaint, the senior partner or managing director is unable to resolve the complaint to the satisfaction of the complainant, they should advise the complainant that the matter can be referred to the Architects Registration Board if there are alleged breaches of the Code involved.

12.2

In the case of a sole practitioner or a firm of three or fewer partners or directors, complaints should be referred directly to the sole practitioner, senior partner or managing director, who should deal with them as in sub-paragraph (c) of the previous paragraph.

12.3

If appropriate, alternative matters of dispute resolution, such as arbitration or conciliation, should be encouraged.

12.4

Complaints should at every stage be handled courteously, sympathetically and where possible in accordance with the following time scale:

an acknowledgement should be sent within 10 working days from the receipt of a complaint; and

a response addressing the issues raised in the initial letter of complaint should be sent within 30 working days from its receipt.

All correspondence with the Architects Registration Board concerning complaints and/or compliance with the Code will, where possible, be handled within the same time limits as shown above, unless otherwise instructed by the Board.

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