Complaints Handling Procedure

Question 1

What is a complaint?

Answer 1

Any expression of dissatisfaction about the provision of or failure to provide a service.

Question 2

What are minimum procedures for handling a complaint?

Answer 2

There are two stages:

1. Dealing with it internally

Should be made in writing, acknowledged in 7 days and investigated in 28 days. I would also inform my PI insurance.

2. Third Party Resolution

Question 3

When would the RICS get involved with a complaint?

Answer 3

Only when a member fails to respond to the complainant or prevents the complainant accessing the third party resolution.

Question 4

When should details of the Complaints Handling Procedure be issued to a Client?

Answer 4

At the same time as Terms of Business

It must also be on Terms of Engagement

Question 5

Who are your company’s third-party resolution service?

Answer 5

Centre for Effective Dispute Resolution (CEDR) and The Property Ombudsman (TPO).

Question 6

What is the RICS guidance on complaints handling procedures and what does it advise?

Answer 6

RICS GN, Complaints Handling 2016:

• Firms CHP must be approved by RICS
• Notify PII insures when a complaint is received
• Details of CHP should be given to client in Terms of Engagement
• Complaints log must be maintained to track progress
• Firms must include an RICS approved ADR mechanism in their CHP