Client Care

Question 1

What processes need to be in place for handling clients money?

Answer 1

• Client must always have access to funds
• Client money must be kept separate and clearly identifiable
• Interest on the account must be agreed with the client
• Must not be overdrawn
• Controls in place to keep funds secure
• Competent and knowledgeable staff to process client’s money with cover provided for long-term absence.
• Drawdowns and reimbursements must be communicated via an account ledger.

Question 2

What components must a complaint handling procedures include?

Answer 2

Stage 1

• acknowledge the complaint as quickly as possible but no more than 28 days.
• The complaint should be handled by a senior person or a designated complaints handler
• The first stage must be free of charge

Stage 2

• if the firm is unable to resolve the complaint internally then the complaint will be taken to an independent redress mechanism that is approved by the RICS
• it must be clear quick transparent and impartial.
• The complainant may be expected to contribute towards costs incurred during the second stage
• all complaints their progress and outcomes must be recorded.
• note the need to advise PI insurers of a complaint immediately.

Question 3

What is client care?

Answer 3

Looking after the clients best interests and providing an appropriate service that satisfies the clients needs. Can be done by:
1. Professionalism
2. Competence
3. Punctuality
4. Trust
5. Reliability
6. Presentation
7. Regular communication
8. Review of services provided and standards
9. KPIs to monitor client satisfaction
10. Client performance feedback 


Question 4

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

Answer 4

• if there is a conflict of interest
• not in the clients interest you can’t resource the job
• if it is illegal

Question 5

What makes up a fee proposal/fee bid?

Answer 5

• Executive summary - scope and solution
• client needs/drivers
• project issues
• benefits for clients/experience
• conditions of engagement/terms and conditions
• methodology for delivering the work/ CVS of workers
• proposed fees

Question 6

What is a conflict of interest?

Answer 6

Reduced impartiality due to a pre-existing relationship which could affect our duties

Question 7

How would you proceed if a client is insistent that you continue to work for them despite a conflict of interest?

Answer 7

• Check their understanding of reduced impartiality
• seek letter of instruction to continue
• agree working procedures to manage the conflict
• keep them updated of any risks

Question 8

What is a client brief?

Answer 8

• Formal statement of the objectives and functional and operational requirements of the finished project.
• It should be in sufficient detail to enable the integrated project team to execute the specification and detailed design of the work and is therefore an essential reference for the team.

Question 9

How would you limit the risk of working with a client who may be financially unstable?

Answer 9

Screening process:

• credit check
• company search on companies house
• Internal company accountants to undertake due diligence on the standing of the accounts reviewing working capital and unsecured loans/ debts
• seek references from recent clients to judge their reliability

Question 10

If your client asked you to lower your fees because of the limited funding what would you do?

Answer 10

The client would have to pay the required price for the level of service required or reduce the scope of works involved.