Complaints handling Flashcards
1
Q
what is the RICS guidance note on complaints ?
A
RICS Complaints handling 2016.
2
Q
what is the requirements for complaint handling ?
A
Firms to publish a copy of CHP
maintain a complaints LOG
3
Q
What should be within a term of engagement ?
A
Where the client can find the CHP
4
Q
what should be within the CHP
A
ADR methods .
5
Q
what is the procedure for complaint handling?
A
- issue details of the CHP when there is a complaint .
- The procedure must be quick, clean and transparent.
- Should be impartial.
- Complaints must be in writing
- Nominated complaints handler details should be within the CHP.
6
Q
When must a complaint be acknowledges and investigated?
A
- all complaints must be acknowledged within 7 days.
- All complaints must be investigated within 28days
7
Q
what is the second stage of CHP ?
A
ADR- negotiation, mediation
8
Q
When can RICS be involved in a complaint ?
A
1 if the complaint has not been acknowledged.
9
Q
what should a sole practitioner do with regard to CHP ?
A
Appoint another firm to act as a complaints handler.
