Complaints handling procedures

Question 1

Details are set out in what core material?

Answer 1

RICS Guidance note on Complaints Handling 2016

Question 2

What mechanism must be included in a firms CHP?

Answer 2

An RICS approved Alternative Dispute Resolution ADR

Question 3

In House

Stage 1 of standard minimum CHP

Answer 3

In House

• Details of the complaint must be issued
• Quick clear and transparent procedure
• The complaints handling officer must be stated as the person to be contacted in the first instance
• The complaint must be made in writing
• Procedures and strict timescales for the investigation should be recorded
• A complaint should be acknowledged within 7 days and investigated within 28 days

Question 4

ADR - 3rd Party Resolution

Stage 2 of standard minimum CHP

Answer 4

If they are still not happy the 2nd stage involved using an independent redress scheme that the firm has chosen to use

Must tell them which is being used. Examples include:
* Centre for Dispute Resolution (CEDR)
* Property Redress Scheme
* RICS Dispute Resolution Service

Question 5

When do RICS get involved?

Answer 5

If member fails to respond or prevents the party gaining access to an independent redress mechanism

Question 6

Sole practitioner must….

Answer 6

Nominate a surveyor in another firm to act as their complaints handling officer