Complaints and feedback

Architecture Social wants concerns to be raised early and handled fairly. This process is available to candidates, clients and third parties affected by our recruitment, website, content or business activity.

A question, correction or service problem can often be resolved informally. You can still make a formal complaint at any time if that is more appropriate.

You can make a formal complaint using any of these routes:

• email privacy@architecturesocial.com;
• call +44 (0)20 7770 9572; or
• write to Architecture Social Limited, WeWork Moor Place, 1 Fore St Avenue, London EC2Y 9DT.

Please say that you are making a complaint and include your name, contact details, what happened, when it happened and the outcome you would like. Share only the personal information needed to understand the concern.

Architecture Social aims to:

• acknowledge a formal complaint within three working days;
• complete the investigation within 15 working days of acknowledgement; and
• send a written response within five working days of completing the investigation.

If more time is reasonably needed, we will explain the reason, what remains to be done and when you can expect the next update.

The person handling the complaint will review the relevant information, speak to people involved where appropriate and consider whether an error, service failure or policy breach occurred.

The response will summarise the complaint, the evidence considered, the conclusion and any action Architecture Social has agreed to take. Information is shared only with people who need it to investigate or respond, subject to legal and safeguarding needs.

If you are not satisfied, request a review within 10 working days of the written response. Explain which conclusion or part of the process you want reviewed and why.

Stephen Drew, Founder and Director, will conduct or arrange the review and aims to issue a final response within 10 working days of receiving the request.

Depending on the concern, an external body may also be able to help. This can include APSCo for recruitment-industry matters, the Information Commissioner's Office for data protection and the Equality and Human Rights Commission for equality matters.

Making a complaint does not remove any legal right or prevent you from contacting an appropriate regulator. Complaint records are normally kept for 12 months after final resolution, unless a longer period is needed for a legal, regulatory or safeguarding reason. Personal information is handled under the privacy notice.