Client Care

Question 1

When should a firm make a client aware of its complaints handling procedure?

Answer 1

• Whenever the firm issues its terms and conditions or appointment, which is at the outset of an instruction.
• Issue standard procedure for the CHP when a complaint is made.

Question 2

What is your firms complaints handling procedure?

Answer 2

• AB can be emailed directly, the surveyor can pass his details on.
• If given over phone, the complaint will be put in writing and ask the person to confirm if its correct
• Carry out an internal investigation and aim to respond within 7 days
• Aim to resolve within 21 days
• If dissatisfied, the complaint will be passed to senior EP to conduct a separate review and provide a response within 14 days.
• If claimant remains unhappy, resolve by negotiations or enter into mediation by the process operated by the RICS
• If still not resolved then arbitration - Chartered Institute of Arbitrators.

Question 3

What is the RICS Guidance Note for complaints?

Answer 3

RICS Guidance Note, Complaints Handling 2016

Question 4

Summarise the RICS Guidance Note, Complaints Handling 2016

Answer 4

• Mandatory in ​ALL ​terms of engagement with RICS regulation firms.
• Rule 7 for firms states a ​complaints log​ must be maintained.
• Firms should ​notify PI insurers​ of a potential claim.
• RICS will get involved if no response or firm prevents access to redress scheme.
• Firms ​must include​ an ​RICS approved ADR mechanism​ in their ​CHP​.
• Claim can be taken to ​small claims court​ if the ​compensation​ ​sought​ is ​less than £5k​.
• Complaints Handling Officer​ (a sole practitioner has to nominate a surveyor in another company).
• If the​ complainant is not happy​then an independent redress mechanism/scheme can be used which the firm has ​stipulated in the CHP​ e.g. ​property ombudsman or RICS Dispute Resolution Service.
• An ​acknowledgement letter​ should be issued within ​7 days​.
• And investigated​ within ​28 days​.

Question 5

How do you ensure that a client is satisfied with your work?

Answer 5

• Feedback post-instruction, chat over the phone
• Determine the client brief and objectives at outset
• Regular updates on progress
• Ensure client is aware of what is included in the instruction at the outset

Question 6

How are framework agreements put in place?

Answer 6

High level agreements between partners and clients are put in place by looking at previous jobs with other clients for comparison and agreeing scope of services and fee scales, typically based on the size of the property.

Question 7

How do you manage your client’s requirements?

Answer 7

• Build a relationship with the client
• Understand client preferred route of information
• Establish how often they want updating
• Reports to be tailored to client requirements
• Invoicing agreements

Question 8

How do you manage client expectations?

Answer 8

• Always being transparent with the client, so not over inflating dilapidations recovery figures
• Good news vs bad news. Important not to be influenced by a client wanting to hear good news

Question 9

What happens if the complainant refuses to use the Complaints Handling Procedure?

Answer 9

Make sure that firm can demonstrate that it has tried to encourage the complainant to use the CHP.