Muse Architects Ltd
Complaints Handling Procedure
Last updated: 1 March 2026
Our commitment
At Muse Architects Ltd (“we”, “us”, “our”), we aim to provide high-quality architectural services and to keep clients at the centre of what we do. If our performance falls short, we want to hear about it so we can address concerns promptly and improve.
We will treat complaints seriously and handle them courteously; we will investigate fairly and proportionately; and we will communicate clearly throughout, subject to confidentiality, data protection and our professional obligations.
Scope
This procedure applies to complaints relating to services provided by Muse Architects Ltd under a professional appointment or otherwise in connection with a client instruction. It does not replace the terms of any appointment or contract; those terms remain applicable. Where an issue relates to third parties (for example, contractors, statutory authorities or other consultants), we may assist with coordination as appropriate; however, we cannot determine outcomes that are outside our control.
Raising a concern early
Most issues are resolved quickest when raised early. If you are dissatisfied with any aspect of our service, please contact the Project Lead as soon as practicable.
- You can contact the Project Lead by email or telephone;
- Please include the project address (or reference), a short description of the issue, relevant dates, and what outcome you are seeking; and
- We may propose a call to clarify facts and agree the next steps.
If the complaint relates to the Project Lead, please direct your communication to the Project Director.
Making a formal complaint
If you wish to make a formal complaint, please write to the Project Director stating that you are making a complaint; setting out the background, the reasons, the key events and any supporting information.
To help us investigate efficiently, please include:
- Your name, organisation (if applicable), and contact details;
- Project address and/or reference;
- A clear summary of the complaint (what happened; when; who was involved);
- Any relevant documents or correspondence; and
- Your preferred resolution (where known).
Timescales and process
We aim to follow the timescales below. Where a matter is complex or information is needed from third parties, we may need more time; if so, we will explain why and propose a revised timetable.
Stage | What we do | Target timescale |
Acknowledgement | We acknowledge receipt; confirm our understanding of the issues raised; and invite any clarifications. | Within 7 working days of receipt |
Investigation and response | We investigate; consider the evidence; and provide a written response setting out our findings and any actions taken or proposed. | Within 21 working days of receipt |
Extension (if required) | If more time is needed, we explain the reasons and confirm the revised timescale in writing. | Notified within the 21 working day period |
Review by Managing Director
If you are dissatisfied with our investigation outcome, or with how the complaint has been handled, you may write to the Managing Director of Muse Architects Ltd requesting a review.
The Managing Director will conduct a separate review of the matter and respond in writing with a conclusion; we aim to respond within 14 working days of receiving your request for review.
Further steps
If the complaint remains unresolved after the Managing Director review, we may propose further steps such as a without-prejudice meeting or mediation; any formal dispute resolution process will be subject to the terms of the relevant appointment/contract and applicable law.
Nothing in this procedure affects any statutory rights you may have. If your complaint relates to professional conduct, you may also have the option of contacting the relevant professional or regulatory body, as applicable to your circumstances.
Confidentiality; data protection; records
We will handle complaints confidentially so far as reasonably possible and in line with our Privacy Notice. We may share information with our professional advisers and insurers where reasonably necessary; and we may be required to disclose information to regulators or as required by law.
We will keep appropriate records of complaints and our responses. Unless a longer period is required, we generally retain complaint records for up to 6 years from closure to support good governance and professional obligations.
No admission; reservation of rights
Our review of a complaint is carried out without admission of liability. Nothing in this procedure, or any correspondence under it, waives any rights or remedies available to Muse Architects Ltd under contract, at law or otherwise.
Contact details for complaints
Project Lead: Please use the contact details provided in your appointment documents or correspondence.
Project Director (as appointed to you): Mail@MuseArchitects.co.uk
Managing Director (Mo Muse): Mail@MuseArchitects.co.uk
Postal address: 455 Chester Rd; Old Trafford; Stretford; Manchester M16 9HA
Telephone: 0161 524 8992
Website: www.musearchitects.co.uk
Important: This document is provided for general information only and is not legal advice. If you need advice on your specific circumstances, please obtain independent legal advice.
