Love Architects
Complaints Procedure
We take concerns seriously and handle them properly.
Love Architects is committed to thoughtful design, clear communication and a positive experience throughout every stage of working with us.
If something isn’t right, we want to know — and we will take the time to address it fairly and thoughtfully.
Our approach
We believe complaints should be taken seriously, handled promptly, resolved fairly and used to improve how we work.
Raising a concern will never affect how you are treated by Love Architects.
Step 1: Talk to us first
In most cases, concerns can be resolved quickly through open communication.
If you have a concern, please contact us with details of the issue and any relevant information.
Contact: Contact Love Architects
We aim to acknowledge complaints within 2 working days.
Please include, where relevant:
• your name and contact details;
• the property or project concerned;
• a clear description of the issue;
• any relevant dates, drawings, correspondence or reference information;
• what you would like us to consider or put right.
Step 2: Formal review
If the issue cannot be resolved immediately, it will be escalated for formal review.
The review will be handled by a senior member of Love Architects who is able to consider the matter objectively and will take account of the relevant project records, communications, agreed scope and any professional or third-party input.
We aim to provide a full written response within 10 working days.
If more time is reasonably required because the matter is complex, involves a site visit, requires input from a professional specialist or depends on information from another party, we will let you know and keep you updated.
Step 3: Further escalation
If you remain dissatisfied after our response, you can request a further review.
Where reasonably possible, the complaint will be reassessed by someone who was not responsible for the original decision or response.
Working with professionals and partners
Some Love Architects projects may involve registered architects, structural engineers, planning consultants, building-control professionals, contractors or other specialists.
Where the relevant work forms part of Love Architects’ own appointment or coordinated delivery responsibility, we will work with the relevant person to investigate the concern and keep the customer informed.
Where a specialist or contractor has been appointed directly by the customer under a separate contract, that organisation remains responsible for its own services and may operate its own complaints procedure. We will help clarify the appropriate route where reasonably possible.
Any professional or regulatory escalation rights that apply to a particular project will depend on the actual appointment, professional role and organisation involved.
Professional / external escalation
The final launch version of this section will be confirmed once Love Architects’ registered-architect / professional-oversight structure is formally settled.
Where a complaint falls within the jurisdiction of a professional body, regulator, insurer, alternative dispute-resolution scheme or other independent process, we will provide the relevant information where applicable.
Nothing in this procedure affects any statutory rights you may have.
Our commitment
We are committed to clear communication; treating every complaint with respect; investigating concerns proportionately and fairly; putting things right where appropriate; and learning from feedback and improving our services.
Record keeping
We will keep an appropriate internal record of formal complaints, responses and outcomes in line with our data-protection and record-retention requirements.
Complaints should be reviewed periodically to identify recurring issues and opportunities to improve process, communication, training or project delivery.
Contact details
To raise a complaint or concern, please contact:
Contact: Contact Love Architects
A final note
Love Architects is built around clear thinking, practical delivery and long-term relationships.
If something has not met expectations, we want the opportunity to understand it and put it right where we reasonably can.
About Love Architects
Love Architects is the trading name of LOVE RESIDENTIAL DESIGN LTD, company number 17460882, registered in England and Wales.
Registered office:
89C Rayleigh Avenue
Leigh-on-Sea
Essex
SS9 5DL