CHP

Question 1

Please can you talk me through Workman’s complaints handling procedure?

Answer 1

1. Try to resolve personally
2. Provide contact for CHP and provide TOE
3. Receipt of complaint, firm will contact in 7 days to say it has been registered
4. Within 28 days final response from CHPO or update on timeframe (no longer than 8 weeks)
5. If not happy - can contact independent redress scheme

Question 2

What would you do if you receive a complaint?

Answer 2

Acknowledge complaint and pass onto designated complaints handler

Question 3

What is the purpose of the RICS Guidance Note on Complaints Handling?

Answer 3

• Framework to handle complaints in a fair transparent and effective manner
• Enhance quality of service and maintain public confidence in the profession

Question 4

What is the RICS Guidance Note on Complaints Handling, when was it issued and when did it become effective?

Answer 4

RICS PROFESSIONAL STANDARD Complaints handling
Issued July 2016
Effective July 2016

Question 5

What is a complaints log?

Answer 5

• Helps firms identify patterns in complaints
• Documents complaints;
  What went wrong
  What actions were taken
  Improvements that could improve future risk

Question 6

How do you ensure that the complaint handling procedure is fair and impartial?

Answer 6

Appointing independent and impartial person to investigate the complaint
Making decision process transparent so it doesn’t go to ADR