Client Care

Question 1

RICS Complaints Handling Procedure Stages

Answer 1

S1- In House
- Send details of CHP, including a nominated person
- Must be made in writing
- Acknowledge in 7 days, investigated in 28

S2- ADR- Alternative Dispute Resolution
- Independent redress system

Question 2

Savills Response Times for Complaints (2 Points)

Answer 2

Acknowledge in 5 days
Investigated within 10 days

Question 3

General examples of providing good client care? (3 Points)

Answer 3

• Defining scope of services
• Ensure you are competent
• Establish clear formal communication