10 - CHP Flashcards
What does the RoC state about CHP?
All RICS firms must have a CHP
Where should a CHP be made clear?
ToE
When should PII be notified?
As soon as possible if there is a claim.
This is becuase it could lead to negligence.
When should details of the CHP be raised to the client with ToB?
At the same time
What is a complaints log
shoes the details, progress and outcome of any complaints. This must be maintained.
What else must be included wihtin your CHP?
An RICS approved ADR mechanism.
What are the minimum 2 stages for handling a complaint?
Stage 1 - In House
Stage 2 - ADR (Third Party Resolution)
What is the Stage 1 (in house) complaint procedure?
- CHP provided whenever a valid complaint is raised from whom the firm owes a duty of care
- Procedure must be quick, clear, transparent
- Details of Complaints Handling Officer must be stated as the person to contact in the first instance
- Complaint must be made in writing
- Procedures and strict timelines should be recorded
- Complaint should be acknowledged in 7 days
- Investigated with 28 days
What is the Stage 2 (ithird party) complaint procedure?
If the complainant is not happy with the review internal review, an independent redress scheme will take place.
- Name of relevant appropriate redress mechanism must be provided such as the centre for effective dispute resolution (CEDR)
When will RICS become involved in a complaint?
Only if a member fails to respond to the complaint or prevents the party gaining access to the independent redress mechanism.
Who should a sole practitioner nominate as their complaints handling officer?
A surveyor in another firm.
