Client Care

Question 1

When would your insurer need to know if a complaint was made against your firm?

Answer 1

Depends on your agreement with the insurer but usually when the complaints handling procedure is triggered as this could lead to a claim for negligence

Question 2

What compliance is necessary for the CHP, before and once a complaint has been made?

Answer 2

• RICS has issued a Guidance Note on Complaints Handling, 2016
• Complaint should be acknowledged within 7 days and investigated within 28 days
• Firm’s written complaint handing procedure (CHP) must be approved by RICS, must include an RICS approved Alternative Dispute Resolution (ADR) mechanism
• 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

Question 3

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

Answer 3

• Use an independent redress scheme chosen by the firm
• 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 4

When will the RICS become involved with a complaint?

Answer 4

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

Question 5

Typical examples of client care?

Answer 5

• Understanding client’s objectives and requirements
• Listening to client and seeking formal and informal feedback from clients
• Understanding client’s position and longer-term goals adopting a holistic approach
• Responding speedily to queries and regular reporting systems and information / filing systems.

Question 6

I have a portfolio of property that I want you to value and I have no idea how they are valued, how could you explain it to me?

Answer 6

Firstly, what is the purpose of the valuations? If loan security, do you have a lender already?
We would need to conflict check, confirm competence and PII then agree TOE.
Then inspect each of the properties, gather relevant information and market evidence to determine the value.

Question 7

How do your communicate with you clients?

Answer 7

Mostly via email and phone calls.

Question 8

What is your companies procedure for client feedback?

Answer 8

We have well established relationships with our clients as we work solely with them. We are encouraged to seek client feedback for individual performance annually.

Question 9

If your client asked you to lower your fees because of limited funds, what would you do?

Answer 9

I would advise that we may be able to renegotiate the fee by reducing the scope of services provided, I could offer an abortion fee and cancel the job.