Ethics, Rules and Conduct - Complaints

Question 1

What constitutes a complaint?

Answer 1

Any expression of dissatisfaction

Question 2

How should you deal with a complaint?

Answer 2

Exercise Avison Young’s Complaints Handling Procedure (CHP):

Question 3

What does the RICS recommend firms include in a CHP?

Answer 3

1. Ensure the CHP has at least two stages
2. Timescales for responding
3. Ensure complaints are recorded in a complaints log

Question 4

How quickly should a complaint be answered?

Answer 4

Acknowledgement of the complaint within 7 days and a full response within 28 days

Question 5

Where should you record a complaint?

Answer 5

In a complaints log

Question 6

How would your client know what your complaints handling procedure is?

Answer 6

The CHP should be brought to the client’s attention when the terms of business are being agreed (otherwise it should made available when a complaint is received)

Question 7

When should you tell your PI insurers about a complaint?

Answer 7

PI insurers must be informed as soon as possible of any complaint made through the CHP in order to ensure compliance with the terms of the policy

Question 8

Do the RICS need to get involved in complaints?

Answer 8

The RICS will only become involved if the firm fails to respond to a complaint or prevents the client from gaining access to an independent redress mechanism

Question 9

Who is Avison Yong (UK)’s legal counsel? (who should complaints be forwarded to?)

Answer 9

Usha de Sousa