Subs: Client Care

Question 1

Provide an example of when you have shown good client care?

Answer 1

Industrial estate in Camberwell, arranged meetings with all tenants to understand their business requirement, which helped shortlist other facilities for them to consider in inevitable move.

Question 2

What is the guidance set out in RICS Complaints Handling, 2016?

Answer 2

• Firm’s written complaint handing procedure (CHP) must be approved by RICS
• Notify your PII insurer as soon as possible if there is a complaint as this could lead to a claim for negligence
• Details of the CHP should be issued to a client at the same time as Terms of Business
• Complaints log must be maintained to show the details, progress and outcome of any complaints
• Firms must include an RICS approved Alternative Dispute Resolution (ADR) mechanism in the Complaints Handling Procedure

Question 3

What is your firm’s complaints handling procedure?

Answer 3

1. Acknowledge receipt within 7 working days and provide a written response within a further 28 working days
2. The complainant should confirm within 10 working days whether they wish to take the matter further.
3. If they do, then within 5 working days of such written notification, the person dealing with the complaint will write to the complainant informing them of what action has been, or will be taken.

• If the complainant is still dissatisfied, it can be referred to Centre for Effective Dispute Resolution (CEDR) or the RICS Dispute Resolution Service (DRS)
• If still not resolved then it can be referred to the Independent Dispute Resolution Scheme (IDRS) for arbitration

Question 4

When you first receive a complaint, how should it be dealt with?

Answer 4

Aim to deal with the complaint in house initially
Ask for the complaint to be made in writing
Issue details of the CHP to the complainant
Share the details of the Complaints Handling Officer with the complainant, as the person who should be contacted in the first instance

Question 5

If a complainant is unhappy with how the complaint has been dealt with in house, what should be done?

Answer 5

1. Use an independent redress scheme chosen by the firm
2. Name of the redress mechanism must be provided to the complainant e.g. Centre for Effective Dispute Resolution (CEDR), Property Redress Scheme and RICS Dispute Resolution Service

Question 6

When will the RICS become involved with a complaint?

Answer 6

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

Question 7

What should a sole practitioner do differently with regards to the their complaints handling procedure?

Answer 7

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

Question 8

What are the principles of client care?

Answer 8

Ensuing communication is regular, open and transparent.