Complaints Handling

Question 1

Where can guidance be found on CHP?

Answer 1

RICS Guidance Note on Complaints Handling 2016

Question 2

What are the key points to remember or enforce for complaints?

Answer 2

• Firms written CHP must be RICS approved.
• Professional Indemnity Insurers should be notified ASAP.
• Compliants must be logged
• Alternative Dispute Resolution mechanism must be included in CHP

Question 3

What are the standard minimum procedures for handling a complaint?

Answer 3

1. In House

• Clear / Quick / Transparent
• Complaint made in writing
• Complaints Handling officer details shared
• Acknowledged within 7 days
• Investigated with 28 days.

2. ADR - Property Redress Scheme

Question 4

When does the RICS become involved?

Answer 4

If a member fails to respond to the complainant.

Question 5

What do you do if you are a sole practitioner

Answer 5

Nominate a surveyor at another firm to act as designated Complaints Handling Officer

Question 6

Who is your firms Complaints Handling Officer?

Answer 6

Sarah Davies

Question 7

How can complaints be avoided?

Answer 7

1. Clear ToE
2. Good Competence, Understanding, Knowledge.
3. Communication

Question 8

What is included in a complaints log?

Answer 8

1. What went wrong
2. What actions were taken
3. Review of any improvements to processes (clearer terms, address knowledge gaps)