Comments, Complaints & Compliments Procedure

Medical Architecture & Art Projects, trading as Medical Architecture is committed to ensuring that its work is of the highest quality. We believe that through effective management and investigation of comments, compliments and complaints we can identify learning to achieve high quality work and continuous improvement as an organisation.

Medical Architecture aims to carry out its work to the highest standards possible. We work with the client, contractor, subcontractors, suppliers, and our internal team, to ensure that clear communication, leads to the best outcome, or fulfilment of the contract.

Medical Architecture recognises that comments, compliments and complaints are an important part of customer feedback.

This procedure is fair, easy and as transparent as possible.

RIBA

Medical Architecture is an RIBA chartered practice and required to abide by the RIBA Code of Practice for chartered practices. This code sets out and explains the standards of professional conduct and practice that the RIBA requires of RIBA chartered practices.

Section 13 of The Architects Act 1997 (“the act”) requires the Architects Registration Board (“the board”) to issue a code laying down the standards of professional conduct and practice expected of persons registered as architects under the act. The architect’s code: standards of professional conduct and practice section 4 stipulates that an architect must have a complaints-handling procedure available on request. Further information can be found here.

ARB Code of Conduct

As an architect you are expected to:

• Be honest and act with integrity
• Be competent
• Promote your services honestly and responsibly
• Manage your business competently
• Consider the wider impact of your work
• Carry out your work faithfully and conscientiously
• Be trustworthy and look after your clients’ money properly
• Have appropriate insurance arrangements
• Maintain the reputation of architects
• Deal with disputes or complaints appropriately
• Co-operate with regulatory requirements and investigations
• Have respect for others

While we employ all the appropriate measures to ensure we meet the exacting standards set out in these codes, we acknowledge that, with the best intentions, you may feel that we have fallen short. In order to deal with any such possible breaches of the code, and other concerns, the RIBA has established a clear and equitable process for dealing with complaints against chartered practices. Misunderstandings and disputes that may arise between Medical Architecture, our clients, co-professionals and others we encounter through our work require a formal set of processes to be implemented to assist in resolving these matters.

To mitigate the likelihood of disputes, our quality management system has a comments, complaints, and suggestions for improvements log, known as the “Action Log” for handling constructive suggestions for improvement from clients or employees. A regular review of the Action Log is done by the Quality, Health, Safety, & Environment Management team and the actions are assigned to the relevant Director or Management Team.

If a complaint is made, our written procedure for the handling of complaints comes into action. A Director is assigned to oversee the process. The dispute will be handled courteously and promptly at every stage, and as far as practicable in accordance with the following time scales:

• An acknowledgement within 10 working days from the receipt of a complaint; and
• A response addressing the issues raised in the initial letter of complaint within 30 working days from its receipt.
• We will record the nature of the complaint, facts and grievances. We will communicate in a straightforward manner and look for ways in which the areas of contention may be narrowed or agreed. In most instances we expect this to lead to amicable resolution.

However, if the dispute cannot be resolved through our internal procedures the routes to resolution vary depending on the nature of the complaint.

• Where a complaint is seeking an award of compensation or damages, this would trigger referral to our Professional Indemnity Insurers and the process would be determined by them.
• Complaints in respect of professional conduct may be referred to the RIBA who may suspend membership or ARB who may fine or strike off an individual.
• Where a complaint is seeking adjustment of contract or matters that are covered by general law, these are legal issues and must be dealt with through the courts.

First instance contact

It is important to let us know that you are unhappy and to give us the chance to put things right. Don’t be afraid to speak to the Project Architect, or the Project Director – they might be able to sort out the problem straight away. Otherwise, move to the more formal process.

Making a formal complaint

• All formal complaints must be put in writing and emailed to info@medicalarchitecture.com, for the attention of the Office Manager or Project Manager. Suggested feedback details are included at the end of this policy for your use.
• If you prefer to post your complaint, contact details are here.
• We will acknowledge receipt of your complaint within 10 working days, if we cannot resolve it within this time we will respond and advise the timetable for resolution.

Third party complaint

If you are not a client, you can still register your complaint as above.

Your complaint will be investigated in the first instance by the Project Architect, or Office Manager with a company Director. The findings will then be reviewed by the HR Management Group; you will then receive a response to the outcome of your complaint. Outcomes and recommendations will be reported on the Action Log and reviewed by the Senior Management Group.

If it is upheld, you will get a full apology and, where appropriate, be given details of any action that Medical Architecture is taking to put things right. If you are not satisfied with the outcome, you can ask for a further review.

Medical Architecture will aim to respond in full to your complaint within eight weeks. However, if the issue is complicated, any delay will be explained, and you will be kept informed of progress.

If your complaint cannot be resolved within this process it will be redirected as appropriate to the ARB, RIBA or Professional Indemnity Insurers.

Our process for dealing with compliments is less formal. If you think there is something we have done well, please let us know at info@medicalarchitecture.com or contact us via your Project Architect.

For information about what we do with personal data see our Privacy Policy.

The following provides a suggested template for your feedback, to ensure we receive the information that we need.

• On which Project or Service do you wish to comment or complain?
• Date:
• Your Name (required):
• Your address including post code (required):
• Your email address:
• Phone or mobile number:
• Project number (if applicable):
• Details of complaint or comment including any relevant dates and names of Medical Architecture personnel if known:

A formatted feedback form is available on request.