Legal
Our commitment
Woods Architects Ltd is committed to providing a high-quality professional service. We take any complaint seriously and aim to resolve issues fairly, promptly and transparently. This procedure explains how to raise a concern and how we will respond.
As ARB-registered architects, we follow the Architects Registration Board (ARB) Architects Code and Standard 10, which requires us to operate a written complaints procedure and to handle complaints within defined timescales.
Step 1: Raise your concern informally
In most cases, issues are best resolved through an open conversation with the architect leading your project. Please speak to them first — by phone, email or in a meeting. Many concerns can be resolved this way without needing a formal complaint.
Step 2: Make a formal complaint
If the informal route does not resolve the issue, or you would prefer to raise the matter formally, please put your complaint in writing and send it to:
Lewis Wood, Director
Woods Architects Ltd
24 Wilton Park Road, Shanklin, Isle of Wight, PO37 7HZ
hello@woodsarchitects.co.uk
Your complaint should set out:
- Your name and how to contact you
- The project it relates to
- What the complaint is about
- What outcome you are seeking
How we will respond
- Within 7 days — we will acknowledge your complaint in writing, confirm who is handling it, and set out the timetable for our response.
- Within 21 days — we will investigate and issue a written response setting out our findings and any proposed resolution.
- If we need longer to investigate (for example, while awaiting information from a third party), we will write to you explaining why and giving a revised timetable.
If you are not satisfied with our response
We hope most matters can be resolved directly with us. If you remain dissatisfied with our final written response, you have the right to escalate the matter to the following bodies:
Architects Registration Board (ARB)
The ARB investigates complaints relating to an architect's professional conduct or competence. Complaints to ARB are handled under its Professional Conduct Committee.
Architects Registration Board · 8 Weymouth Street, London W1W 5BU · arb.org.uk · 020 7580 5861
Royal Institute of British Architects (RIBA)
Where relevant, complaints can also be raised with RIBA's Professional Standards team. RIBA handles matters relating to the Code of Professional Conduct.
Royal Institute of British Architects · 66 Portland Place, London W1B 1AD · architecture.com · 020 7580 5533
Legal disputes
Nothing in this procedure limits your legal rights. You may seek independent legal advice at any time, including through the Small Claims Court, the courts, or alternative dispute resolution such as mediation or adjudication under the Housing Grants, Construction and Regeneration Act 1996.
Our records
We keep a written record of all formal complaints received, our investigations and the outcomes. These records are reviewed regularly so that we can learn from issues and improve our service.
Contact us
Questions about this procedure can be sent to hello@woodsarchitects.co.uk or by post to the address above.