Client Care

Question 1

How do you set out your fees?

Answer 1

We have standard fee guidance on our Intranet. Where it is difficult to price based on our fee scale we operate on a time-charge basis with a fee cap and advise the client as to when we are nearing this.

Question 2

How do you ensure you don’t overrun when charging on a time-charge fee basis?

Answer 2

Keep a detailed time sheet.

Question 3

What is included in CBRE’s Standard Terms of Business?

Answer 3

1. Confirms the contract is with CBRE Ltd.
2. Make reference to our scope of service and fees.
3. Payment period.
4. Quality Management System.
5. Our liability cap.
6. Terminating the contract.

Question 4

What is CBRE’s Complaints Handling Procedure?

Answer 4

1. If the complaint can’t be handled by a Director, the client should contact the Compliance Director.
2. Compliance Director contacts client within 7 working days to inform them of how the investigation will be carried out.
3. Within 20 days of receipt of client’s complaint, the person dealing with the complaint will inform you of the outcome of the investigation and advised of actions taken/pending.
4. If the complaint hasn’t been handled to the client’s satisfaction/had no response after 8 weeks the client can refer the complaint to The Property Redress Scheme or The Centre for Effective Dispute Resolution (CEDR).

Question 5

For Greenwich Centre Business Park, how was the Principal Designer appointed?

Answer 5

The PD was appointed directly by the client.