Client Care

Question 1

What is Compalin handaling proceedure

Answer 1

1. Written complain must be logged
2. refer the complaint to the company complain handler
3. Inform the client of the progress of the CHP.
4. if can’t resolve directly to 3rd party (independent readiness provider)
5. inform the PI insurance.

Question 2

How Client money handling procedure works

Answer 2

1. Separate account
2. inform Bank policies client
3. applicant designated a person to handle money.
4. Obtain client approval for specific transactions.
5. Ensure to maintain efficient funds to meet the payment commitments.
6. Inform periodic statements and all transaction

Question 3

What are the Pre checks you do prior to client engagement

Answer 3

1. Ensure sufficient knowledge of the client’s required service.
2. Check any conflict of interest
   3.Anti-money laundering checks ( Bribary / Curruption / Terror financing)
   4.Sufficient PI insurarance

Question 4

What are the this that you could do for good client care

Answer 4

1. Fomalise terms and agreement
2. setting up clear communication lines
3. set up procedures to obtain client feedback regularly.
4. Take part in Business development activities ( retain existing clients / get new clients ).
5. Proceedurs to keep client information confidential (NDA)
6. Agreed to use consistent formats of doccuments tailormade formats to client requirements.

Question 5

Why is Client care so important

Answer 5

1. Retain existing clients and attract new clients.
2. Client dissatisfaction leads to complaints, PI claims
3. formal claims are costly and result stresses full work environment.
4. Complaints and claims should avoid by,
   - manageable workloads
   -resource planing
   -well develop procedures for obtaining and acting on customer feedback.

Question 6

What is LOCUM agreement

Answer 6

Appoint another person to cover ( long holidays / absent due to illness/death of the sole practitioner)
The agreement needs to be agreed with the person who fulfills duties.
The agreement is to be consistent
* The nature of the appointment to be described
* Firm’s confidentiality to be maintained
* Conflicts of interest to be disclosed
* The fee for the Locum to be addressed
* Agreement expiry date to be mentioned

Question 7

Runfoof cover

Answer 7

Covers period following a firm ceased trade

RICS : 6 years
UAE (Civil code ) : 10yaers