Complaints Handling Procedure

Question 1

RICS Guidance on complaints?

Answer 1

Complaints handling procedure – guidance for RICS firms 2016

Question 2

When would you use your firm’s CHP?

Answer 2

On receipt of any complaint

Question 3

Who is FG complaints handling officer?

Answer 3

Sanjay Patel

Question 4

What is your firms CHP?

Answer 4

Stage 1
- Within 1 business day refer these to the CHO and Inform complainant
- Acknowledgment within 5 working days of the complaint.

Stage 2
Response within 15 days from dept head detailing outcome of internal investigation.
If will take longer, complainant notified before expiration of 15 days that further time required, up to max 28 days from original complaint.
Claimant has 14 days to accept otherwise referred to redress.

Stage 3
If complainant is not satisfied can ask Senior Partner to review before referred to an RICS approved independent redress scheme.

Question 5

What are the minimum procedures for handling of a complaint

Answer 5

• Acknowledge complaint within 7 days
• Issue a copy of the firm’s complaints handling procedure to the complainant
• If it cannot be resolved within 28 days
• Centre for Effective Dispute Resolution
• The Property Redress Scheme