Complaints Procedure

Please write to hello@shorplans.com with “Formal complaint” in the subject line, or write to Shorplans Developments, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ. If you need help putting your complaint in writing or need another accessible format, contact us and we will discuss a suitable way to receive it.

To help us investigate, include where possible:

• your name and preferred contact details;
• the project address and any proposal, quote or invoice reference;
• what happened, when it happened and who you dealt with;
• copies or details of relevant correspondence or documents; and
• what you would consider a reasonable resolution.

Please do not email payment-card details, passwords or other sensitive security information. We will acknowledge complaints within five working days.

A senior member of the practice will review your concerns, the relevant project information and any response from the people involved. Where practicable, the review will be handled by someone not directly responsible for the matter.

We aim to send a written response within 20 working days of acknowledging your complaint. Our response will summarise the issues considered, our findings, any proposed resolution or action, and how to request a further review.

If the matter is complex and we cannot meet that timescale, we will tell you why, provide an expected response date and keep you updated at least every 10 working days until we respond.

If you remain dissatisfied, reply to our written response within 20 working days and explain what you believe has not been addressed. A senior principal who was not directly involved will review the handling and outcome where practicable. We aim to send the review outcome within 15 working days. If more time is needed, we will explain why and give you an updated timescale.

If your concern is about an architect’s professional conduct or competence, you may also contact the Architects Registration Board (ARB), which regulates architects in the UK. ARB has its own scope and process and does not replace our internal complaints procedure. For a complaint about another type of service or a contractual disagreement, the appropriate independent route may differ.

Complaints relating to how we handle personal information, including your data protection rights, are also covered by our Privacy Policy. You may complain to the Information Commissioner’s Office about a data-protection matter.

We will handle complaints respectfully and share complaint information only with people who need it to investigate and respond, subject to our legal and professional obligations. We may ask you for further details if we cannot identify the matter or investigate it fairly.