Client Care

Question 1

What is your firm’s complaints handling procedure?

Answer 1

1 day for complaint to be escalated to complaints handling officer.

28 days for an outcome to be reached. (But FG aims to be done in 15 days)

Question 2

Who is your firm’s complaints handling officer?

Answer 2

Clare Phillipson

Question 3

What does RICS recommend should be included in a complaints handling procedure ?

Answer 3

• RICS provides a model form.
• Must include a redress mechanism.
• must be investigated within 28 days
• Details of the policy should be issued with TOB.
• Must be clear, quick, transparent and free of charge at the first stage.
• Names and details of nominated investigating person must be stated.
• Must be recorded on a complaints log.
• PI insurers must be informed as soon as possible.
• Must have 2 stages as a minimum:

1. Consideration from senior member of firm or complaints handling officer.
2. If not resolved, must be referred to independent 3rd party.

Question 4

What Guidance does RICS provide for Complaints handling?

Answer 4

RICS Professional Guidance Note on Complaints handling 2016

Question 5

What do you understand by the term Client Care? and how is it done effectively?

Answer 5

It is the work of looking after customers and ensuring their satisfaction with quality service and effective communication.

This is done by:
- meeting objectives
- providing a competent and diligent service
- providing regular communication and updates

Question 6

Why is client care important?

Answer 6

• To ensure positive feedback is received to encourage repeat business.
• Poor client care can lead to PI claims, complaints and reputational damage.

Question 7

What do you provide to your clients to ensure good Client Care?

Answer 7

• Terms of Engagement
• Fee Transparency
• Structured reporting system
• KPIs
• Open communication channels

Question 8

What is the difference between a customer and a Client?

Answer 8

Customer: Usually a single transaction where value is immediately received.

Client: Usually a longer-term relationship with ongoing care and advice.

Question 9

Name some processes you or your firm have in place to ensure good client care.

Answer 9

• Complaints handling procedure
• Anti Bribery and corruption policy
• AML policy
• Data protection policy
• H & S Policy
• COI Checks
• Staff training and CPD
• Client’s money policy

Question 10

What would you include on a letter of engagement to a potential client?