Complaints Handling Procedures

Question 1

What is your company’s complaint handling procedure?

Answer 1

INTERNAL

• Complaint sets outs appointed person dealing with complaints (complaints handling officer).
• Procedure on how complaint needs to be dealt with
• Timeline on how long to deal with complaint
• How and when to keep client informed

EXTERNAL
- If unhappy with redress, follow policy for external redress third party provded by RICS

Question 2

What is good complaint handling?

Answer 2

• Ensure all staff members have access to and an understanding of a firm’s CHP
• Carefully record all complaints at the earliest opportunity
• Establish an adhere to a review process to ensure effective management

Question 3

What should a complaints handling procedure entail?

Answer 3

• be fit for purpose
• made available to all staff
• be understood by all staff
• readily be shared with complainants or potential complainants
• be agreed with PII brokers/provider(s)

Question 4

Where can a client go for a complaint?

Answer 4

Complaints handling procedure
RICS
Mediator

Question 5

You have a friend who is a RICS QS, and is failing to meet standards, what should you do?

Answer 5

Verify facts
Remind them of their duties
Complain if nothing changes

Question 6

If your client asked you to meet the lowest tender?

Answer 6

Decline and raise this with my management team

I would advise the suitable people as this is not acting within the 5 ethical stds

Question 7

What should a sole practitioner do in the event of a complaint?

Answer 7

If cannot be dealt with internally

May need to refer to their P.I`
Appoint external party or mediator

Question 8

What would you do if your client complained?

Answer 8

Try and resolve the issue > inform senior
If issue can’t be solved through escalation to senior members
Provide CHP to client