Complaints Handling Flashcards
1
Q
When was complaints handling published?
A
July 2016
2
Q
What other stakeholders are there to consider in complaints handling?
A
Providers of PII
Third Party redress schemes
3
Q
What is the professional obligation on RICS regulated firms?
A
Firms must publish a complaints handling procedure, including adr and maintain a complaints log book.
4
Q
An effective CHP should:
A
- be fit for purpose
- made available to all staff
- be understood by all staff
- readily be shared
- regularly reviewed
- agreed with PII
- details of access to redress
5
Q
Where should a client be made aware of a CHP?
A
Terms of Engagement
6
Q
What does the CHP have to have regard to?
A
Terms of the PII
7
Q
What could happen if the CHP is not in accordance to PII?
A
Compromise the protection
8
Q
Initial actions and responses in handling a complaint?
A
- Listen/read carefully and understands complaint made
- record details of complaint promptly and accurately
- establish who is making complaint
- complete identity checks
- do not get defensive
- apologise at an early stage
- take ownership
- become a partner in solving the problem
- establish context of complaint
- set out next steps/timeframe
establish point of reference for communication - CHP, acknowledge complaint
- evaluate PII should be notified
