Client Care

Question 1

What is a stakeholder?

Answer 1

A stakeholder has a vested interest in a company and can either affect or be affected by a business’ operations and performance.

Question 2

What is noted within the RICS Complaints Handling Guidance Note?

Answer 2

It covers a number of areas including:
- Complaint handling procedures
- Requirements for PII
- Record keeping
- Escalation
- Initial actions once a complaint is received

Question 3

What is the Savills complaints handling procedure?

Answer 3

The RICS is acknowledge the complaint in 7 days and respond in 28.

Savills is acknowledge in 5 days and respond in 10 days.

Question 4

Will the RICS ever review a complaint?

Answer 4

The RICS will only become involved in a complain when a member fails to respond to a complaint or prevents the party using the independent redress scheme that the firm has chosen to use.

Question 5

What must you do if you receive a complaint?

Answer 5

Record it in your complaints handling book and notify your insurers.

Question 6

Where would you find a copy of the complaints handling procedure?

Answer 6

This will be noted within your terms of business.

Question 7

Outline the stage 1 and stage 2 of a complaint handling procedure

Answer 7

Stage 1:
- A nominated person (the complaints handling officer) will review the complaint
- the complaint must be in writing
- reviewed in house

Stage 2 Third Party resolution:
- Independent redress scheme chosen by the company and set out in the CHP.
- EG the RICS Dispute Resolution Service or The Centre for Dispute resolution.

Question 8

What is the independent redress scheme?

Answer 8

This is a third party service noted as the second stage in the CHP. This will be used when the first stage does not address and close the complaint received.

Question 9

How do you avoid a conflict?

Answer 9

1. Good record keeping
2. Ensure all parties are competent to under take the work and have sufficient information
3. Manage expectations