What is Compalin handaling proceedure
- Written complain must be logged
- refer the complaint to the company complain handler
- Inform the client of the progress of the CHP.
- if can’t resolve directly to 3rd party (independent readiness provider)
- inform the PI insurance.
How Client money handling procedure works
- Separate account
- inform Bank policies client
- applicant designated a person to handle money.
- Obtain client approval for specific transactions.
- Ensure to maintain efficient funds to meet the payment commitments.
- Inform periodic statements and all transaction
What are the Pre checks you do prior to client engagement
- Ensure sufficient knowledge of the client’s required service.
- Check any conflict of interest
3.Anti-money laundering checks ( Bribary / Curruption / Terror financing)
4.Sufficient PI insurarance
What are the this that you could do for good client care
- Fomalise terms and agreement
- setting up clear communication lines
- set up procedures to obtain client feedback regularly.
- Take part in Business development activities ( retain existing clients / get new clients ).
- Proceedurs to keep client information confidential (NDA)
- Agreed to use consistent formats of doccuments tailormade formats to client requirements.
Why is Client care so important
- Retain existing clients and attract new clients.
- Client dissatisfaction leads to complaints, PI claims
- formal claims are costly and result stresses full work environment.
- Complaints and claims should avoid by,
- manageable workloads
-resource planing
-well develop procedures for obtaining and acting on customer feedback.
What is LOCUM agreement
Appoint another person to cover ( long holidays / absent due to illness/death of the sole practitioner)
The agreement needs to be agreed with the person who fulfills duties.
The agreement is to be consistent
* The nature of the appointment to be described
* Firm’s confidentiality to be maintained
* Conflicts of interest to be disclosed
* The fee for the Locum to be addressed
* Agreement expiry date to be mentioned
Runfoof cover
Covers period following a firm ceased trade
RICS : 6 years
UAE (Civil code ) : 10yaers
