Complaints Procedure.

Client Complaints Procedure

Effective from 20 August 2026 · Reviewed annually

At Studio Forty Seven we want every client to feel confident, informed and well looked after throughout their project. Even with the best working relationships, things can occasionally go wrong. This procedure sets out how we handle concerns and complaints, so that if something isn't right, you know exactly what to expect from us and by when.

We aim to resolve every complaint fairly, promptly and courteously, and we use the feedback we receive to improve the way we work.

1. Talk to us first

Most concerns are best resolved quickly and informally. If something about your project is worrying you, please raise it in the first instance with Alicia Mellish, Director, either in person, by phone, or by email. Many issues can be resolved on the spot through an open conversation, and we would always rather hear about a concern early than have it grow into a larger problem.

If you feel the matter needs a more formal response, or you remain unhappy after speaking with us, please follow the formal complaints process set out below.

2. How to make a formal complaint

Please put your complaint in writing, by email or letter, to:

Complaints contact: Alicia Mellish

Email: alicia@studio-forty-seven.com

Post: 47 North Street, Maldon, Essex, CM9 5HJ

Phone: 07720075191

To help us look into your complaint quickly, please include:

•     your name, project name/address and the best way to reach you;

•     a clear description of what has gone wrong and, where relevant, dates and people involved;

•     copies of any relevant correspondence, invoices, drawings, photographs or other documents; and

•     what outcome you are hoping for.

3. What happens next

1.     Acknowledgement. We will acknowledge your complaint in writing within 5 working days of receiving it, confirming who is dealing with it.

2.     Investigation.  Alicia Mellish will look into what happened, which may include reviewing project files and correspondence, and, where appropriate, arranging a site visit or a call/meeting with you.

3.     Response. We aim to provide a full written response within 15 working days of acknowledging your complaint. If we need more time – for example because the matter is complex – we will write to you before that deadline to explain why, and give a revised date.

4.     Outcome. Our response will explain our understanding of the complaint, what we found, and, where appropriate, what we propose to put things right. This might include an apology, an explanation, revised drawings or specifications, remedial works, or a financial adjustment, depending on the nature of the issue.

4. If you remain unhappy

Studio Forty Seven is a small, owner-led studio, so your complaint is handled personally by Alicia Mellish throughout. If you let us know within 15 working days that you are not satisfied with our response, we will take a genuinely fresh look at the complaint – re-reading the file, reconsidering our reasoning, and, where helpful, taking independent professional advice (for example through our professional body's advice line) – before providing a final written response within 14 working days confirming our final position and the reasons for it.

5. Taking things further

We hope that any concerns can be resolved through the steps above. If, after receiving our final response, you remain dissatisfied, clause 11 (Dispute Resolution) of your Appointment with us sets out the next steps:

•     Mediation:  Either party may propose that the dispute be settled by mediation, in which an independent mediator helps both sides reach a voluntary agreement (clause 11.1).

•     Adjudication:  Either party may instead, or subsequently, give notice of its intention to refer the dispute to an Adjudicator. The referral must be made within 7 days of that notice. If we cannot agree on who should act as Adjudicator, either party may apply to the Royal Institute of British Architects (RIBA) for a nomination (clause 11.2).

•     BIID members:  We are a member of the British Institute of Interior Design (BIID) and follow its Code of Conduct. You may refer to that Code, or raise a conduct concern with the BIID, using the details on biid.org.uk.

•     Alternative Dispute Resolution (ADR):  Separately from clause 11, and in line with our obligations under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, if we are unable to resolve your complaint we will write to you confirming whether a certified consumer ADR provider is available to consider disputes of this kind and, if so, whether we agree to use it.

•     Legal proceedings:  Nothing in this procedure or in clause 11 affects your right to bring a claim through the small claims track or the courts of England and Wales at any time.

6. Confidentiality and record-keeping

We treat all complaints in confidence, sharing information only with those who need it to investigate and resolve the matter. We keep a record of all complaints, including how they were resolved, for a minimum of six years. We review complaints periodically at studio level to help us spot recurring issues and improve our service, processes and client communication.

7. Keeping you informed

A copy of this procedure is provided to every client when they sign their agreement with us, and the current version is always available at www.studio-forty-seven.com/complaints-procedure. We may update this procedure from time to time; the version in place at the time you raise a complaint will apply.