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94 Q&A/Mocks > ***Sabrina 07.05.24 (forwarded questions) > Flashcards

***Sabrina 07.05.24 (forwarded questions) Flashcards

1
Q

Ethics:

A
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2
Q

What constitutes a complaint?

A

Any expression of dissatisfaction

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3
Q

How should you deal with a complaint?

A

Follow my firm’s Complaints Handling Procedure (CHP), which includes a redress mechanism approved by the Regulatory Board, and maintain a complaints log

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4
Q

What does the RICS recommend firms include in a Complaints Handling Procedure?

A
  1. Ensure the CHP has at least two stages
  2. Timescales for responding
  3. Ensure complaints are recorded in a complaints log
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5
Q

What should be involved in the two stages of a CHP?

A

Consideration of the complaint by a senior member of the firm or the firm’s designated complaints handler
If the complaint cannot be resolved, referral to an independent third party with authority to award redress

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6
Q

How quickly should a complaint be answered?

A

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

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7
Q

Where should you record a complaint?

A

In a complaints log

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8
Q

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

A

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)

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9
Q

Can client’s be charged for time spent dealing with a complaint?

A

No

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10
Q

Should you tell your PI insurers about a complaint?

A

Yes

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11
Q

When should you tell your PI insurers about a complaint?

A

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

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12
Q

What are PI requirements for an RICS Regulated firm?

A
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13
Q

Do the RICS need to get involved in complaints?

A

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

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14
Q

What third party redress schemes exist?

A

The RICS has produced guidance on the various third-party redress mechanisms available along with contact details, depending on the type of complaint (Ok, have one exaample ready)

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15
Q

A client phones you up and says he is dissatisfied with your cost report. He is very unhappy about it and refuses to accept it. What action would you take?

A
  1. Communicate to understand the reason for the complaint
  2. Attempt to resolve the issue through negotiation
  3. Refer client to firm’s CHP if no resolution can be found
  4. Respond to the complaint in a timely manner
  5. Keep a log of the complaint

(Good, just be more succinct - try to resolve, rectify any mistake as you stated. Don’t forget to mention Complaints Handling procedure)

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16
Q

How does the RICS discipline members?

A
  • When an allegation is received, the RICS Head of Regulation will:
    o Make further enquiries.
    o Inform the person the allegation is made against in writing, who can write a response within 28 days.
    o Decide whether there are grounds for the complaint.
    o If there is, they will either:
     Issue a consent order.
     Issue a fixed penalty.

(Good, just make slightly more succinct. Consent order)

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17
Q

What is a consent order?

A

An order outlining what needs to be changed. It will usually outline what actions need to be taken, and by what date they need to be achieved.
Pay a fine.
Pay RICS Costs.

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18
Q

Does the RICS publish any guidance on the Disciplinary Measures?

A

Yes, there is a large section on the RICS website.

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19
Q

Which section?

A
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20
Q

ROC

A
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21
Q

Can you name 3 of the rules of conduct

A
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22
Q

Can you give an example of when you acted with honesty and integrity

A
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23
Q

Is there any scaenario you would accept drinks?

A
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24
Q

Can you give an example of when you acted in public interest?

A

(Need an example)

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25
Q

Can you give an example of when you demonstrated any ROC in your Case study?

A

(Need an example)

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26
Q

Money Laundering and Bribery

A
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27
Q

Can you name the RICS Guidance note on Money Laundering and Bribery

A
28
Q

Tedering period - contractor called you asked you to take you out for a meal

A
29
Q

What about after a team meeting?

A

(Good, normal course of business, reciprocate etc, maint good relationship)

30
Q

Why is maintaining a good relationship relationship important in your profession?

A
31
Q

Why Guidance Notes does the RICS provide on money laundering and bribery

A
32
Q

What is the definition of bribery?

A
33
Q

Can you name four offences under bribery?

A
34
Q

What counts as a bribe?

A

Inducement for an action which is illegal, unethical, or a breach of trust.
Something in return for an advantage.

35
Q

What must a firm have in place in relation to money laudnering and terrorist financing?

A

Policy for

36
Q

And RCIS Mmembers?

A
37
Q

Does your company have a register for gifts?

A
38
Q

Up to what value of a gift would you accept in your company?

A
39
Q

Any scenario when you would not accept a gift, or would you accept any time?

A

(Good, minor value, not senisitve period of the prject)

40
Q

What would you count as a sensitive period?

A
41
Q

What is a facilitiation payment?

A
42
Q

Does your company have any money laundering and terrorist financing risks?

A

(Good, just be more to the point.)

43
Q

What does the Bribery Act do?

A
44
Q

When was it implemented?

A
45
Q

What is whistleblowing?

A
46
Q

History of RICS

A
47
Q

When was the rics founded?

A
48
Q

who is the current president of the rics?

A
49
Q

vice-president?

A
50
Q

president elect

A
51
Q

when did rics receive their royal charter?

A

(ok, one year out (1881 not 82)

52
Q

what charities does the rics get involved in?

A
53
Q

what is the logo of the rics?

A
54
Q

what is the motto of the rics and what does it mean?

A
55
Q

why would you like to become a charterered surveyor?

A
56
Q

Wcan you give an example of some of the RICS Committees?

A
57
Q

Can you give an exmaple of some of the changes within the industry at the moment - curent event / news?

A
58
Q

What is the Levitt review, and what were some of the outcomes?

A
59
Q

Can you name 3 of the RIBA Stages?

A
60
Q

At what stage would you do a Cost Plan 1?

A
61
Q

Can you give me an example of doing a Cost Plan for a Client and talk me through the process of how you did this

A

(Good, more)

62
Q

What document would you refer to when measuring for a Cost Plan?

A

Good, just make bit more concise and mention getting all info/drawings together

63
Q

How would you obtain cost information at Stage 2?

A
64
Q

How does this compare to stage 4?

A

(Okay, mention quotes)

65
Q

What other documents could yoy refer to apart from the NRM?

A
66
Q

What typical assumptions, qualifications and exclusions would you include in a Cost plan?

A

(Went too specific with soil condiitons)

94 Q&A/Mocks (25 decks)

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