Client Care

Question 1

What is the RICS Professional Standard on Complaints Handling?

Answer 1

Minimum 2 stage process:
Stage 1:
- Complaint passed to Complaints Handling Officer
- Acknowledge receipt of complaint (5 working days)
- Provide firms CHP to complainant and nominated contact
- Respond (28 days from acknowledgement)
- Outcome

Stage 2:
- If complainant is not happy with the result, they can use an independent redress provider approved by RICS.
- If between RICS Member/Firm and consumer ADR can be used

Question 2

Who is your client? For reporting purposes?

Answer 2

Since I am client side I act on behalf of the various divisions within the organisation. This includes regional leaders, ATMS, HSU who are non-cognate professionals who rely on me to provide professional advice in various areas.

Question 3

What is your organisations complaints procedures?

Answer 3

TSA Complaints Procedure Policy document
a. Informal Stage
b. Stage 1
c. Stage 2 – Appeal ADR

Stage 1 and 2 in line with RICS procedure