Client Care

Question 1

What does CDD stand for and what is it?

Answer 1

Client Due Diligence

• taking appropriate steps to ascertain who the customer or client is
• if relivant who ultimate benifical ower is and the counterparty
• can be simple checks to verify identity (CDD) or may entail deeper investigations (EDD)
• Legal and regulatory requirment in many countries

Question 2

How do you cary out CDD?

Answer 2

• ID Check
• AML
• Credit checks

Question 3

What is KF policy on complaints handling?

Answer 3

1. Complaints should be submitted in wrighting to complaints@knightfrank.com
2. Acknowledgement within 7 days with details of person dealing with complaint
3. Person dealing with complaint will write to you within 28 days to inform you of outcome of the investigation and what actions have been taken
4. If still not satisfied then request and independent review from either RICS Dispute Resolution service or Property Redress Scheme
   March 2023 updated annually

Question 4

Who is KF dispute resolution service?

Answer 4

Property redress scheme

Question 5

What are some of the behavious that help establish a positive and proffesional client relationship?

Answer 5

• Ensuring you provide a high quality and timely service
• Understanding the objectives of your client and applying them to the situation
• Listening to client and seeking formal and informal feedback
• Adopting a holistic approach to achieving long term goals

Question 6

When setting up a practice what procedures would you have in place to ensure good client care?

Answer 6

• Formalising ToE with client objectives and fees
• Regular client feedback
• Business development activites to retain exsisting clients and generate new business
• policies to ensure client information was kept confidentaly and securly
• ensure reports were in agreed format within times scales to meet client objectives

Question 7

why is client care important?

Answer 7

• Good client care is likley to lead to cleints being retained and develop new leads through positive testimonials
• poor client care will lead to disatisfaction, loss of clients, complaints and claims for proffesional negligence on PII
• complaints and insurance claims are costly, and result in stressful working environment with reducted staff performance and are time consuming

Question 8

what should you do if you receive a complaint from a client?

Answer 8

• arrange a call to discuss if complaint can be easily handeled and due to misunderstanding
• issue complaints handeling policy
• report complaint to complaints handeling office
• CHO will tell PII

Question 9

what is a complaint?

Answer 9

A statment that a situation is unsatisfactory or unaceptible to a client

Can be formal, informal, verbally or in writing

Question 10

what is a duty of care?

Answer 10

Responsbility to ensure party does not suffer loss of harm that arrises due to breach of contractual obligations or negligence