Complaints Flashcards
What is a complaint?
An expression of dissatisfaction, complaints generally arise when expectations have not been met.
When should you notify the firms insurance company after receiving a complaint?
As soon as possible
How do you deal with a formal complaint?
Acknowledge receipt of the complaint.
Notify your firms complaints handling manager
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
If client still unhappy, they have the right to defer the dispute to an independent resolution body.
Communicate lessons learny internally and review at a predetermined date in the future
Inform the professional indemnity insurers at each stage of the process
Are you aware of RICS guidance note on complaints handling?
1st Edition July 2016 but re-issued in October 2023 as a professional standard
How can complaints be avoided in the first instance?
Follow RICS Standard, guidance notes etc
Setting out clear expectations in scope of service and appointment docs
Communicate everything clearly and effectively with the client and other project stakeholders
An effective CHP should:
Be fit for purpose
Be available to all staff
Be understood by all staff
Should be readily shared by complainants
Regularly reviewed at Senior level
If an RICS firm receives a complaint over the telephone, what are the first actions they should do?
repeat the convo back to the complainant to show they have listened and understood
Record the details of the complaint accurately
Look to establish who the communication is with
After evaluating the complaint, within how long a time period must a RICS regulated firm respond to the complaint?
RICS guidance is 28 days to respond.
Gleeds timeframe is 21 days for response, with a further 7 days for further response.
