client care

Question 1

what is your firms complaint handling procedure?

Answer 1

once a complaint has been made report it to our complaints handler

5 working days to acknowledge receipt

respond within 20 day with a verdict

ADR (The Centre for Effective Dispute Resolution)

also must inform PII

Question 2

what process need to be in place when handling client money?

Answer 2

clients always have access to funds
client money must be kept separate and clearly identifiable (must have the word client in the name)
must not be overdrawn
interested on the account must be agreed with the client

Question 3

What is client care

Answer 3

is about providing a good standard of service to clients from the start of the job until business relationships end

Question 4

when should you decline an instruction of new work from a client?

Answer 4

if there is a conflict of interest
you can resource the job
illegal

Question 5

what is a conflict of interest?

Answer 5

a situation arises where there may be a perceived a potential risk that profession judgement will be comprised when undertaking work.

Question 6

Type of conflict of interest

Answer 6

party interests, own interest, confidential information