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Complaints Procedure

Handling your complaint

At AHR, we provide our clients with high quality design and multi-service expertise and we keep our clients at the heart of all we do. We continually strive to be the best that we can be, so if our performance has fallen short, we would like to hear about it. We are dedicated to creating an open and supportive culture and we will always handle your complaints sympathetically and courteously.

We aim to resolve any issues that you may have as quickly as possible, in the timescales set out below, so we’d like to hear from you as soon as your complaint arises. We will ensure that all complaints are investigated fully, to determine their justification.

Any initial dissatisfaction that you have with our services, should be directed to the AHR Project Lead. We would like to be as clear as possible on the matter from the start, so we encourage you to make a phone call or an email. From there, the Project Lead will deal with your complaint appropriately, following our complaints procedure, and as quickly as practically possible. If the complaint is about the Project Lead, then please direct the same communication to the Project Director.

You may feel that the issue is more than just a concern to yourself and would like to make an official complaint. In this case, please write to the Project Director, stating that you would like to make a complaint, outlining the background, reasons and details.

Within seven working days of receiving a written complaint, the Project Director will provide you with a written acknowledgement, addressing the concerns raised . This will clearly set out our understanding of the circumstances and invite comments on its contents.

Within 21 working days of receiving a written complaint, the Project Director will provide you with a written response advising on the investigation outcome, any actions that have or will be taken, or agreeing to extend the time taken to investigate the complaint.

If you are dissatisfied with the investigation outcome, or any aspect of how the complaint has been handled, you can write to AHR’s Managing Director for Architecture, or AHR's Managing Director for Building Consultancy, who will conduct a separate review of the complaint. Within 14 working days of receiving a letter, they will respond to you in writing, setting out a conclusion.

If you are still dissatisfied with the resolution attempts, then you are able to contact the relevant Dispute Resolutions Office:

For Architecture-related disputes, complainants should be directed to:

Dispute Resolution Office

66 Portland Place

t: 020 7307 5355

For Building Consultancy-related disputes, complainants should be directed to:

International Dispute Resolution Centre
70 Fleet Street

t: 0207 536 6000