Client Care

Question 1

What RICS guidance is they on Complaints Handling?

Answer 1

RICS Guidance Note, Complaints Handling 1st Edition 2016

Question 2

What is included in the RICS Complaints Handling GN?

Answer 2

1. Firms must have procedures approved by RICS
2. PII insurers must be notified when there is a complaint
3. Firms must have a complaints log
4. The procedure must be issued at the same time as the Terms of Business
5. An ADR mechanism must be in place

Question 3

What is an Alternative Dispute Resolution (ADR)?

Answer 3

If the issue is not resolved in-house, it goes to independent redress and a third party deals with

Question 4

What are the stages of complaints handling in RICS guidance?

Answer 4

1. Acknowledgement of the complaint but be given within 7 days
2. Must be investigated within 28 days
3. If not resolved, ADR

Question 5

Who is responsible for Complaints Handling at CBRE?

Answer 5

Geraldine Marsh

Question 6

What is the CBRE Complaints Handling Procedure?

Answer 6

1. If complaint cannot be resolved by the director responsible for the instruction, it goes to Geraldine Marsh
2. CBRE will acknowledge the complain in 5 days and will investigate and a Final Management Decision Letter will be given within 20 days

Question 7

What is included in a Form of Return?

Answer 7

Property information and all tenancy details

Question 8

Why do the VOA ask for FORs?

Answer 8

To acquire rental information to assist with valuing properties for business rates