CLIENT CARE JC Flashcards
Does the RICS have any rules associated with complaints?
Appendix A – Professional obligations to RICS
Firms must publish a complaints-handling procedure, which includes an alternative dispute resolution provider approved by RICS, and maintain a complaints log
What is a complaint?
An expression of dissatisfaction. Complaints generally arise where expectations have not been met.
How would you deal with a complaint from a client?
‘- Acknowledge receipt of the complaint
- Inform the PI insurers of the complaint at each stage of the process
- Notify the appropriate person in the business (Complaint handling manager) within 7 days.
- Appoint a person to carry out an investigation
- Identify the outcome and course of action to rectify.
- Formally respond to the client, communicate outcomes and course of action for the correction within 21 days
- If the client is unhappy with the outcome, that have the right for separate review or mediation
- If the client is still unhappy, they have the right to refer to independent dispute resolution
- Communicate the lessons learned internally
- Review at a predetermined date in the future
What is the RICS Professional Standards on Client Money Handling?
Effective from 01/01/2020
A RICS professional standard
This professional standard refers to the RICS Client Money Protection Scheme Rules (the Scheme Rules), which sets out the various client money protection provisions that apply to RICS-regulated firms.
It is divided into three parts:
1. An introduction explaining the objectives and application of this professional standard and its relation to the rules of the RICS Client Money Protection Scheme.
2. Mandatory requirements for mitigating the inherent risk in holding client money. It is clearly specified where these requirements apply to RICS members or regulated firms only or to both RICS members and regulated firms.
3. Guidance setting out supporting good practice for keeping client money secure.
What is an RICS professional standard?
Set requirements or expectations for RICS members and regulated firms about how they provide services or the outcomes of their actions.
RICS professional standards are principles-based and focused on outcomes and good practice. Any requirements included set a baseline expectation for competent delivery or ethical behaviour.
They include practices and behaviours intended to protect clients and other stakeholders, as well as ensuring their reasonable expectations of ethics, integrity, technical competence and diligence are met. Members must comply with an RICS professional standard. They may include:
* mandatory requirements, which use the word ‘must’ and must be complied with, and/or
* recommended best practice, which uses the word ‘should’. It is recognised that there may be acceptable alternatives to best practice that achieve the same or a better outcome.
In regulatory or disciplinary proceedings, RICS will take into account relevant professional standards when deciding whether an RICS member or regulated firm acted appropriately and with reasonable competence. It is also likely that during any legal proceedings a judge, adjudicator or equivalent will take RICS professional standards into account.
What options would be available to mitigate this delay if the programme is important to the client?
Following the asbestos removal, an increase to the amount of resources (labour) could mitigate any potential delays.
What in your opinion, are the implications of an EOT?
CA/EA can extend time/fix a new completion date, thus mitigating potential for “time at large”.
Postpones the employers right to receover liquidated damages, protecting the contractor from delays that were not foreseeable.
Why was this (EOT SMT due to asbestos works) important?
Programme was important to the employer as licences and permissions were being granted for the main enabling works package and any delay to the soft strip works would impact the enabling works programme and therefore the main works programme.
What are the time periods in relation to EOT?
- The CA has 12 weeks from notification to decide on an Extension of Time
- If there is less than 12 weeks to PC, they should endeavour to decide before PC
What does good client care require?
- A clear understanding of the client’s objectives and aims
- A professional approach
- Clear, concise communication
- A quality assurance procedure
- A Complaint handling procedure
- Professional indemnity insurance
- Client feedback
- Clear lines of communication
What is ISO 9001?
A Quality Management System, which helps to manage and monitor quality across the business.
How are firms supposed to look after Clients?
By Maintaining:
- Professional Indemnity Insurance.
- Complaints Handling Procedure.
- A procedure for handling clients money if applicable.
What is a Complaints Handling Procedure?
A system of dealing with formal complaints against a company/person, for which there is a formal redress system.
How does a Complaints Handling Procedure work?
- Complaints are directed to the Quality Assurance Officer, who will log the complaint in the Complaint Log.
- A timescale for redress is put in place.
- An Internal Redress is provided to the complainant.
- If this redress is not adequate, then the complaint is referred to an external third party for redress.
- Steps should then be put in place the ensure that the complaint does not arise again.
What is included within the Complaints Log?
- Date.
- Location.
- Details of Complaint.
- Actions taken.
- Close out date.
