Complaints Handling Procedures

Question 1

Telling me about your company Complaints Handling Procedure.

Answer 1

• The complaints handling procedure is included within the Terms of Engagement and given when asked for as well.
• It starts with written confirmation to our lead partner on this.
• Followed up by written confirmation that it will be handled – this is within 7 days of receipt of the complaint.
• Within 21 days of receipt, action shall be taken internally to be covered by a suitably qualified expert if out of their expertise. Confirmed with a written report of action taken.
• If the appellant was not satisfied, they would then have the opportunity to contact a second partner, who is all assess the appeal within 14 days of its receipt.
• Alternatively, contact the Centre for Dispute Resolution or revert to the RICS mediation process.

Question 2

What are the minimum in-house procedures for the handling of a complaint?

Answer 2

Stage one (In House):
- Details of the CHP should be issued upon a complaint from a valid complainant to who the firm owes a duty of care.

• Procedure must be quick, clear, transparent and impartial.
• Details of the nominated person who will investigate the complaint.
• The complaint must be made in writing.
• The procedures and strict timescales must be followed.
• A complaint should be acknowledged within 7 days and investigated within 28 days.

Question 3

What are the minimum ADR (Third Party Resolution) procedures for the handling of a complaint?

Answer 3

• If the complainant is not happy with the review, the second stage of the CHP involves using an independent redress scheme.
• The name of the relevant appropriate redress mechanism must be provided to the complainant:
  The Centre of Dispute Resolution
  The Property Redress Scheme
  The RICS Dispute Resolution Service

Question 4

Is there any RICS guidance surrounding CHP?

Answer 4

Yes, the RICS Guidance Note on Complaints Handling, 2016

Question 5

As a sole practitioner, how would you correctly implement your CHP?

Answer 5

A sole practitioner must nominate a surveyor in another firm to act as their CHP officer.

Question 6

What is the RICS guidance on complaints handling?

Answer 6

• Mandatory for all terms of engagement
• Details are set out in RICS Guidance Note on Complaints Handling 2016
• Firms CHP must be approved by the RICS
• Always remember to notify your PII insurers as soon as there is a complaint as this could
  lead to a claim for negligence
• A complaints log must be maintained
• Firms must include an RICS approved ADR mechanism in their CHP