APC Complaints Handling Procedures

Question 1

What RICS documents are relevant for complaints handling?

Answer 1

RICS PS Complaints Handling Jul 2016 1st Ed.

Question 2

What is a complaint?

Answer 2

Expression of dissatisfaction

Question 3

RANL FAAS

What are the mandatory requirements for a CHP?

Answer 3

1) RICS approved
2) ADR mechanism incorporated
3) Notify PI Cover when complaint arises
4) Log keeping

5) Fit for purpose
6) available for staff and easy to use
7) Agreed with PII cover
8) Shared with complainant

Question 4

Standard minimum procedures for dealing with complaint?

Answer 4

Stage 1
In house (6 stages)
1) Provide copy of CHP
2) Provide CHP officer details
3) QCTI (Quick, clear, transparent response)
4) Complaint in writing
5) Timeline adherence and log
6) Acknowledge within 7 days and deal with in 28 Days

Stage 2
ADR - Third party resolution

Question 5

When would the RICS become involved with a complaint

Answer 5

1) Complaint not dealt with
2) Prevented from accessing redress scheme

Question 6

What rules apply when a sole practitioner deals with a complaint?

Answer 6

Must nominate a surveyor from another firm to act as their complaints handling officer.

Question 7

What is the VOA CHP?

Answer 7

2 tier system
Tier 1 - deal within 20 days
Tier 2 if not happy can go for further review by Tier 2 manager
If still not happy within 6 months of tier 2 decision, can complain to external adjudicators office

Question 8

How can you put a complaint right?

Answer 8

Put things right by:
PECIL
1)Providing sincere apology
2) Explain what went wrong
3)Correct mistake (as far as law allows)
4) Inform you about what steps will be taken to prevent it from reoccurring
5) Learning from complaint and improve