Client Care

Question 1

What is Knight Franks complaint handling procedure?

Answer 1

Once a complaint is made you have to recieve it in writing.
Pass the complaint onto the complaint handling officer.
The CHO has to acknowledge the complaint within 7 days and investigate it within 28 days.
If the complainant wishes to proceed externally, Knight Frank use a Property Redress Scheme as their chosen ADR method.

Question 2

When would an insurer require knowledge of a complaint?

Answer 2

This is dependent on the agreement with the insurer, but if there has been a claim of negligence you would typically have to let the insurer know.

Question 3

Prior to accepting instructions from clients what must you determine?

Answer 3

Clients timescales, objectives, requirements and the fact you are competent to complete the work.

Question 4

What were your clients objectives for the Birmingham City Centre office?

Answer 4

• To secure a letting of a 5 years.
• Strong tenant covenant

Question 5

What are the two main procedures for Complaints handling procedures?

Answer 5

In house
ADR - Third party

Question 6

What is the RICS guidance note relating to complaints handling?

Answer 6

RICS Complaints Handling 2016