Complaints

Question 1

What constitutes a complaint?

Answer 1

Any expression of dissatisfaction

Question 2

How should you deal with a complaint?

Answer 2

Rule 7 of the RICS Rules of Conduct for Firms requires firms to operate a Complaints Handling Procedure (CHP), which includes a redress mechanism approved by the Regulatory Board, and maintain a complaints log

Question 3

What does the RICS recommend firms include in a CHP?

Answer 3

1. Ensure the CHP has at least two stages
2. Timescales for responding
3. Ensure complaints are recorded in a complaints log

Question 4

What should be involved in the two stages of a CHP?

Answer 4

1. Consideration of the complaint by a senior member of the firm or the firm’s designated complaints handler
2. If the complaint cannot be resolved, referral to an independent third party with authority to award redress

Question 5

How quickly should a complaint be answered?

Answer 5

Acknowledgement of the complaint within 7 days and a full response within 28 days

Question 6

Where should you record a complaint?

Answer 6

In a complaints log

Question 7

How would your client know what your complaints handling procedure is?

Answer 7

The CHP should be brought to the client’s attention when the terms of business are being agreed (otherwise it should made available when a complaint is received)

Question 8

Can client’s be charged for time spent dealing with a complaint?

Answer 8

No

Question 9

When should you tell your PI insurers about a complaint?

Answer 9

PI insurers must be informed as soon as possible of any complaint made through the CHP in order to ensure compliance with the terms of the policy

Question 10

Do the RICS need to get involved in complaints?

Answer 10

The RICS will only become involved if the firm fails to respond to a complaint or prevents the client from gaining access to an independent redress mechanism

Question 11

What third party redress schemes exist?

Answer 11

The RICS has produced guidance on the various third-party redress mechanisms available along with contact details, depending on the type of complaint

Question 12

A client phones you up and says he is dissatisfied with your cost report. He is very unhappy about it and refuses to accept it. What action would you take?

Answer 12

1. Communicate to understand the reason for the complaint
2. Attempt to resolve the issue through negotiation
3. Refer client to firm’s CHP if no resolution can be found
4. Respond to the complaint in a timely manner
5. Keep a log of the complaint