Copmlaint Handling Procedure

Question 1

What is a complaint in the context of RICS guidelines?

Answer 1

It is ‘Any expression of dissatisfaction’ (RICS GN on CHP).

Question 2

When might a complaint arise?

Answer 2

Complaints generally arise when expectations are not met.

Question 3

What are some steps to avoid complaints?

Answer 3

Use well-worded Terms of Engagement to set clear expectations, seek feedback, and ensure effective communication.

Question 4

What are the requirements for a Complaints Handling Procedure (CHP)?

Answer 4

Regulated Firms must operate a CHP, maintain a complaints log, and include an ADR mechanism. The CHP must be approved by the RICS Regulatory Board.

Question 5

What happens if a complaint is not resolved through the CHP?

Answer 5

ADR can be pursued. The ADR mechanism should be agreed with the Professional Indemnity Insurance provider and approved by the RICS Regulatory Board.

Question 6

What makes an effective Complaints Handling Procedure?

Answer 6

It should be fit for purpose, available and understood by all staff, shared with complainants, and regularly reviewed at a senior level.

Question 7

What is a typical CHP

Answer 7

complaint received,
recorded, passed to senior staff member,
investigated, correspondence with client to outline issues and course of action,
outcomes recorded and communicated to client, lessons learnt communicated internally

CHP’s to be approved by the RICS

Question 8

What is the RICS Rule regarding CHP?

Answer 8

Required by rule 7 of the RICS Coide of Practice

Reguklated Firms must operate and maintain a CHP

If complaint is not resolved there shouuld be an ADR approved by the PII provider