Client care Flashcards
1
Q
What is your company CHP?
A
-pick up the phone and try resolve the issue
2 step:
-pass to complaint handling officer who notifies reciept in 7 days, 21 days to resolve
-pass to 3rd party
2
Q
What is stated in RICS professional standard Complaints handling?
A
-Mandatory Complaints Handling Procedure (CHP)
-Proportionality: The CHP should be tailored to the firm’s size and services
-Staff awareness / training
-Clients should be informed about the CHP, and it should be readily available upon request.
-Record Keeping: maintain a complaints log
-Alternative Dispute Resolution (ADR)
-PII
