complaints
Handling
procedure
This Complaints Handling Procedure has been meticulously crafted to guarantee AGA Associates' commitment to addressing complaints with utmost transparency and effectiveness, while upholding the pinnacle of professionalism for both our team and clients
✓ Any individual or entity with a complaint related to our architectural services should submit the complaint in writing.
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✓ Complaints may be sent via email
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✓ All complaints should include the complainant's contact information and a detailed description of the issue.
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✓ AGA Associates will maintain ongoing communication with the complainant throughout the process to keep them informed of the status of their complaint.
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✓ The complainant will be provided with a response detailing the investigation findings and any recommended actions.
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✓ Upon receiving a complaint, AGA Associates will promptly acknowledge its receipt, typically within 10 business days.
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✓ An initial internal review will be conducted to determine the seriousness and nature of the complaint.
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✓ This will be followed up with an initial Online Meeting.
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✓ If the complainant is not satisfied with the outcome of the complaint, they may submit an appeal in writing to AGA Associates.
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✓ The appeal will be reviewed by a different, impartial staff member not previously involved in the complaint.
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✓ AGA Associates will respond to the appeal within 30 calendar days and provide a final resolution.
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✓ If necessary, AGA Associates will assign an experienced staff member to investigate the complaint.
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✓ The investigation will include reviewing project documentation, conducting online interviews, and any other relevant procedures to address the complaint.
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✓ AGA Associates will aim to resolve the complaint within 60 calendar days and inform the complainant of the outcome.
✓ All complaints, their resolutions, and appeals will be documented and maintained as part of AGA Associates records.
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✓ The information from complaints will be used to identify areas for improvement and enhance our services.
Last Updated : 10/01/2020
Joseph has experience of a wide range of project types and procurement methods and of managing internal and external design teams on large, complex multi-disciplinary projects. He is responsible for Technical standards / Design and Delivery and has worked on large scale residential, Hospitality and Mixed-Use projects
Juliana studied Architecture at the University of Liverpool. Since working at AGA Associates she has gained tremendous experience on high end Residential, Commercial and Medical projects. She has a huge love for BIM modelling and is always on the look out for strategies to help AGA Associates streamline their work flow so they can complete projects on time and to budget
Lavinia studied Occupational Therapy at the University of Brighton. She has utilised her broad knowledge in relation to requirements for adaptable homes and Accessible Commercial spaces. She is a huge advocate for passive, sustainable and accessible design, especially when it comes to our Aging Population. She provides AGA Associates with a unique, well considered and responsive dimension for a community for all.
Joseph has experience of a wide range of project types and procurement methods and of managing internal and external design teams on large, complex multi-disciplinary projects. He is responsible for Technical standards / Design and Delivery and has worked on large scale residential, Hospitality and Mixed-Use projects
Juliana studied Architecture at the University of Liverpool. Since working at AGA Associates she has gained tremendous experience on high end Residential, Commercial and Medical projects. She has a huge love for BIM modelling and is always on the look out for strategies to help AGA Associates streamline their work flow so they can complete projects on time and to budget
Ashleigh studied Architecture at Nottingham Trent University. During her time at AGA Associates she has worked on a variety of Residential and Early Years School Projects. She has very good communication skills and uses them well to engage with the wider community. She wears many hats and takes on a variety of roles and responsibilities.
Devesi studied Architecture at Oxford Brooks University. She is the perfect role model, and loves preparing architectural drawings in accordance to Building Regulations with a touch of Specification writing thrown into the mix. She is a huge advocate for model making as this is one of her favourite pastimes.
Juliana studied Architecture at the University of Liverpool. Since working at AGA Associates she has gained tremendous experience on high end Residential, Commercial and Medical projects. She has a huge love for BIM modelling and is always on the look out for strategies to help AGA Associates streamline their work flow so they can complete projects on time and to budget
Ashleigh studied Architecture at Nottingham Trent University. During her time at AGA Associates she has worked on a variety of Residential and Early Years School Projects. She has very good communication skills and uses them well to engage with the wider community. She wears many hats and takes on a variety of roles and responsibilities.
Maria studied Architecture at the University of Porto and studied Fine Art and Design at the University of Arts London. She is absolutely brilliant at translating concept in BIM and then modelling them into well articulated plans and technical details. She has extensive knowledge on various planning policies and public consultation techniques for community engagements
Juliana studied Architecture at the University of Liverpool. Since working at AGA Associates she has gained tremendous experience on high end Residential, Commercial and Medical projects. She has a huge love for BIM modelling and is always on the look out for strategies to help AGA Associates streamline their work flow so they can complete projects on time and to budget
Ashleigh studied Architecture at Nottingham Trent University. During her time at AGA Associates she has worked on a variety of Residential and Early Years School Projects. She has very good communication skills and uses them well to engage with the wider community. She wears many hats and takes on a variety of roles and responsibilities.
Maria studied Architecture at the University of Porto and studied Fine Art and Design at the University of Arts London. She is absolutely brilliant at translating concept in BIM and then modelling them into well articulated plans and technical details. She has extensive knowledge on various planning policies and public consultation techniques for community engagements
Tamas studied Architecture at the University of Liverpool. He has extensive knowledge on education / Student Accommodation / School Projects. He has worked on well renown social housing projects in both the UK and abroad. Through group based projects he has learnt the art of compromise and how this can play an effective role within a team whilst retaining a balance of architectural ingenuity.
Ashleigh studied Architecture at Nottingham Trent University. During her time at AGA Associates she has worked on a variety of Residential and Early Years School Projects. She has very good communication skills and uses them well to engage with the wider community. She wears many hats and takes on a variety of roles and responsibilities.
Maria studied Architecture at the University of Porto and studied Fine Art and Design at the University of Arts London. She is absolutely brilliant at translating concept in BIM and then modelling them into well articulated plans and technical details. She has extensive knowledge on various planning policies and public consultation techniques for community engagements
Tamas studied Architecture at the University of Liverpool. He has extensive knowledge on education / Student Accommodation / School Projects. He has worked on well renown social housing projects in both the UK and abroad. Through group based projects he has learnt the art of compromise and how this can play an effective role within a team whilst retaining a balance of architectural ingenuity.
Devesi studied Architecture at Oxford Brooks University. She is the perfect role model, and loves preparing architectural drawings in accordance to Building Regulations with a touch of Specification writing thrown into the mix. She is a huge advocate for model making as this is one of her favourite pastimes.
Maria studied Architecture at the University of Porto and studied Fine Art and Design at the University of Arts London. She is absolutely brilliant at translating concept in BIM and then modelling them into well articulated plans and technical details. She has extensive knowledge on various planning policies and public consultation techniques for community engagements
Tamas studied Architecture at the University of Liverpool. He has extensive knowledge on education / Student Accommodation / School Projects. He has worked on well renown social housing projects in both the UK and abroad. Through group based projects he has learnt the art of compromise and how this can play an effective role within a team whilst retaining a balance of architectural ingenuity.
Lavinia studied Occupational Therapy at the University of Brighton. She has utilised her broad knowledge in relation to requirements for adaptable homes and Accessible Commercial spaces. She is a huge advocate for passive, sustainable and accessible design, especially when it comes to our Aging Population. She provides AGA Associates with a unique, well considered and responsive dimension for a community for all.
Devesi studied Architecture at Oxford Brooks University. She is the perfect role model, and loves preparing architectural drawings in accordance to Building Regulations with a touch of Specification writing thrown into the mix. She is a huge advocate for model making as this is one of her favourite pastimes.
Tamas studied Architecture at the University of Liverpool. He has extensive knowledge on education / Student Accommodation / School Projects. He has worked on well renown social housing projects in both the UK and abroad. Through group based projects he has learnt the art of compromise and how this can play an effective role within a team whilst retaining a balance of architectural ingenuity.
Lavinia studied Occupational Therapy at the University of Brighton. She has utilised her broad knowledge in relation to requirements for adaptable homes and Accessible Commercial spaces. She is a huge advocate for passive, sustainable and accessible design, especially when it comes to our Aging Population. She provides AGA Associates with a unique, well considered and responsive dimension for a community for all.
Thank you for the great news and for all your hard work. I am so pleased with the result. You and your team were on top of things and made this process really easy for us. I left you a 5 star review.
Fantastic team who paid great attention to details while drafting and successfully securing a potentially complex planning application on our behalf. They covered all bases and made it a stress free process.
Would highly recommend! Great service and work ethics, determined to help clients and meet their needs. The team are extremely hard working and passionate in what they do!
Thank you AGA Associates!
Planning Package
✓ Measured survey with our surveyor
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✓ Floor plans and elevations drawings of your existing property
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✓ Online Progress meeting with our registered Architect
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✓ Proposed floor plans and elevations
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✓ Design Options available
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✓ Supporting Planning Documents
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✓ Planning application submission and management
Technical Package
✓ Prepare Developed Design
✓ Building Regulation Specifications
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✓ Consultant Coordinator
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✓ Prepare Tender Documentation
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✓ Submit and Manage developed design to Building Control / Approved Inspector
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✓ Contract Administration
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✓ Inspect Design Quality
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