Client Care

Question 1

What are your company’s complaints handling procedure ?

Answer 1

Complaint comes in via customer service

Acknowledged within 48 hours of receipt

Seek to resolve within 21 days

Keep written log

If it is no resolved then refer to RICS

Question 2

What have you read on complaints handing ?

Answer 2

My company’s complaints handling procedure

RICS Guidance Note on Complaints Handling (2016).

Question 3

What does Rule 7 of RICS’ Rules of Conduct for Firms say about Complaint Handling ?

Answer 3

‘A Firm shall operate a complaints handling procedure (CHP)
and maintain a complaints log. The complaints handling procedure must include an Alternative Dispute Resolution (ADR) mechanism that is approved by the Regulatory Board.’

Question 4

How can you prevent Complaints

Answer 4

1. Provide Clear Terms of Enjoyment ( think customers exceptions)
2. Speak to the client directly so they understand what they are agreeing to.

Question 5

What is CHP ?

Answer 5

Complaint Handling Procedure

Question 6

What makes an effective complaints handling procedure ?

Answer 6

• Fit for purpose
• Made available to all staff and understood
• Readily shared with complainants
• Regularly reviewed at a senior level
• Be agreed with Professional Indemnity insurance
• Provide details of access to independent redress if the firm cannot resolve the complaint
• Keep record of complaints

Question 7

If you had your own company and you had complaint, how would you deal with it ?

Answer 7

1. I would seek to resolve it with the CHP
2. Failing this I would refer to ADR
3. Maybe Notify PI Insures before responding (depends on complain and policy)