The business always endeavors to provide the best service for every customer. However, on rare occasions, there maybe times where a customer may not be completely satisfied. To ensure the business is able to put things right as soon as possible, please read our complaints procedure below. The business will then be able to respond promptly to ensure complete satisfaction.
As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and the high standards the business aims to achieve.
In the unlikely event there is anything you are not completely satisfied with, please contact the business as soon so the problems can be rectified as soon as possible.
Complaints Procedure for Yellow Studio
At Yellow Studio, we strive to provide the highest quality architectural services to our clients. However, we understand that there may be instances where concerns or complaints arise. We value feedback from our clients and take all complaints seriously, as they provide us with an opportunity to improve our services. This complaints procedure outlines the steps to be followed when raising a complaint with Yellow Studio.
Contact the Representative Person (RP) for project:
If you have a complaint or concern, the first step is to contact the RP assigned to your project. The RP is responsible for overseeing all aspects of the project and addressing any issues that may arise. You can reach the RP by phone or email, as provided in your project documentation. Clearly explain the nature of your complaint and provide any relevant details to assist in resolving the issue.
Representative Person Investigation:
Upon receiving your complaint, the RP will conduct a thorough investigation into the matter. This may involve reviewing project files, consulting with relevant team members, and gathering any additional information necessary to understand the complaint fully. The RP will acknowledge your complaint within 24-48 hours and provide you with an estimated timeline for resolving the issue.
Once the RP has completed the investigation, they will schedule a meeting or call with you to discuss the resolution of the complaint. During this discussion, the RP will share their findings and proposed solutions to address your concerns. They will provide clear explanations and answer any questions you may have. Together, you and the RP will work towards reaching a satisfactory resolution.
Escalation to Senior Management:
If you are not satisfied with the proposed resolution or the way your complaint was handled, you can escalate the matter to senior management. Contact the head of the architectural firm or the designated escalation point, as specified in your project documentation. Provide a summary of your complaint, including the steps taken so far, and any supporting documentation or evidence.
Senior Management Review:
Upon receiving your escalated complaint, senior management will conduct a thorough review of the matter. They will assess the actions taken by the project manager, reevaluate the proposed resolution, and consider any additional information you have provided. Senior management will communicate their decision to you within 7 business days of receiving your complaint.
In rare cases where a satisfactory resolution cannot be reached internally, you may choose to seek external mediation or arbitration.Yellow Studio may agree to participate in a mediation process facilitated by a neutral third party to help resolve the complaint. The costs and procedures for external mediation or arbitration will be determined and agreed upon by both parties involved.
Throughout the complaints process, Yellow Studio will maintain comprehensive records of all complaints received, investigations conducted, resolutions proposed, and actions taken. These records will be treated with strict confidentiality and used for internal review and improvement purposes.
Please note that this complaints procedure is intended to guide the handling of complaints at Yellow Studio. We are committed to addressing any concerns promptly and fairly. Your feedback is valuable to us, and we appreciate your patience and cooperation throughout the resolution process.
If you have any questions or require further assistance, please do not hesitate to contact our customer service department at email@example.com
Thank you for choosing Yellow Studio.