Complaint Handling

Question 1

Conflict Avoidance: What are the costs of a complaint to the business ?

Answer 1

• Commercial consequences of lost fees and clients
• Circa £300,000 in senior management time spent on investigation
• Reputational damage
• Regulatory risk (RICS)

Question 2

Conflict Avoidance: What do you do when a complaint is made ?

Answer 2

1. Politely acknowledge receipt of the complaint without reference to content or future action and advise that a further response will be sent in due course
2. Upon receipt of a complaint do not ignore it in the hope that it will do away. This will only exacerbate the situation
3. Notify your head of department and head of service line immediately and seek further guidance

Question 3

Conflict Avoidance: What defines an informal complaint ?

Answer 3

• Relates to performance matters (e.g lack of response to email)
• Always be service related issues (e.g late report, failure to turn up to a meeting)
• It will not ask for monetary compensation
• It will neve ask for a copy of our complaint handling procedure
• it will be dealt with by your head of department/internally

Question 4

Conflict Avoidance: What defines a formal complaint ?

Answer 4

May seek monetary compensation

May ask for our complaints handling procedure

May from general tone, indicate wider implications involving lawyers/RICS

Will be dealt with through formal CHP

Question 5

Conflict Avoidance: Process of dealing with a formal complaint

Answer 5

You will be advised of the complaint and asked to assist the investigating director. Following the strict timescale. You will supply all files/relevant material within timeframe.

An independent decision will be reached and communicated to complainant

Question 6

Conflict Avoidance: If the complainant remains dissatisfied, what are the next steps ?

Answer 6

LSH has two final resolution schemes in place.
1. Consumer complaints are referred to The Property Ombudsmen
2. Commercial disputes are generally referred to IDRS/CEDR

Question 7

Conflict Avoidance: What is The Property Ombudsmen ?

Question 8

Conflict Avoidance: What is CEDR ?

Question 9

Conflict Avoidance: What is IDRS ?

Answer 9

Independent Dispute Resolution Services

Question 10

Conflict Avoidance: Who deals with formal investigations at LSH ?

Answer 10

David Gilbert and reported to the Compliance Management Team on a monthly basis