Client Care

Question 1

Can you provide a good example of client care?

Answer 1

Yes

Following the letting of an old bank to be refurbished as a restaurant, I assisted in our clients sound engineers getting access. They required access to the residential flats above the subject unit - I contacted the managing agent of the flats in advance, successfully arranging access with full consent of landlords and tenants.

Question 2

What is your firms Complaints Handling Procedure?

Answer 2

As my firm is an RICS-regulated it has a formal complaints handling procedure;
- Complaint acknowledged within 5 working days
- Written response within 10 working days
- Complainant has 10 days to confirm if they’ll take the matter further
- Within 5 days they will receive our suggested resolution

If still unsatisfied:
- Business complaint…
a. negotiate
b. Mediation through the RICS Dispute Resolution Service for example
c. Arbitration - If still not resolved, refer to IDRS

• Consumer complaint
  a. Contact Ombudsman Services