02 Client Care

Question 1

what is a complaint

Answer 1

Any expression of dissatisfaction

Question 2

How should you deal with a complaint?

Answer 2

Rule 7 of the RICS Rules of Conduct for Firms requires firms to operate a Complaints Handling Procedure (CHP), which includes a redress mechanism approved by the Regulatory Board, and maintain a complaints log

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

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

Answer 4

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

Question 5

How quickly should a complaint be answered?

Answer 5

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

Question 6

Where should you record a complaint?

Answer 6

In a complaints log

Question 7

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

Answer 7

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 8

When should my firm issue a CHP to a client?

Answer 8

1. Whenever the firm issues Terms of Business it should be made clear to the client that the firm operates a CHP. However, there is no need at this point to provide the client with a copy of the CHP.
2. Whenever the firm receives an expression of dissatisfaction from a valid complainant
   (that is, one to whom the firm owes a duty of care).

Question 9

Can my firm charge for my time in dealing with a complaint?

Answer 9

No, the CHP is free of charge to a complainant. The second, independent stage may be in
part paid for by the client.

Question 10

What happens if the complainant refuses to use the CHP?

Answer 10

Make sure that your firm can demonstrate that it has tried to encourage the complainant to
use the CHP.

Question 11

Can I review a complaint about myself?

Answer 11

Complaints are reviewed by a senior member of a firm or the firm’s designated complaints handler. If you are a sole practitioner, you may have to review the complaint yourself, in the knowledge that, if it cannot be resolved, it must be referred to an independent redress scheme.

Question 12

What happens if the complainant isn’t happy with

the review?

Answer 12

If the complainant isn’t happy with the review, move onto the second stage of the CHP and involve the redress scheme your firm has chosen to use.

Question 13

What and when should I tell my insurers?

Answer 13

Your firm is obliged under the terms of its professional indemnity insurance (PII) policy to tell its insurers about any situation that may give rise to a claim. Issuing your firm’s CHP because a client has expressed dissatisfaction or has a query means your firm should inform its insurers as soon as possible to ensure compliance with the terms of your PII policy.

Question 14

Where should I record complaints?

Answer 14

Keep a complaints log to track your complaints. This will help you to manage complaints
and to make improvements to your firm’s processes and procedures based on the pattern
of complaints you receive.

Question 15

Will RICS become involved?

Answer 15

We will only become involved if you fail to respond to the complainant or prevent the client from gaining access to an independent redress mechanism.

Question 16

What should I do now?

Answer 16

• Make sure you have and operate an up to date CHP
• Make sure your old and new clients are aware of your CHP
• Make sure your colleagues and staff are aware that you operate a CHP
• Make sure you have, and keep up to date, a complaints log

Question 17

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?

Answer 17

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
   Keep a log of the complaint

Question 18

What makes up a Client Brief?

Answer 18

The project brief is the final stage in the process of defining the client’s requirements for the development of a built asset: The statement of need is the first attempt to describe the possible requirements of the project. … The project brief is the key document upon which the design will be based.
site location drawings, the discription of the site, the project type, the objective