Client Care

Question 1

Examples of ensuring client care:

Answer 1

Understanding your client’s objectives and requirements

Listening to the client and seek formal and informal feedback from clients

Understanding the client’s position and longer-term goals adopting a holistic approach

Responding speedily to queries and regular reporting systems and information/filing systems

Having a robust complaint handling procedure

Question 2

RICS Complaints Handling Procedure, 2016 (Updated Oct 2023)

Answer 2

Key Requirements:

Mandatory Framework:

All RICS-regulated firms must publish a complaints handling procedure (CHP) with RICS-approved alternative dispute resolution provider
Maintain comprehensive complaints log with detailed records
CHP must be readily available to staff and complainants, regularly reviewed at senior level, and agreed with PII brokers
Prevention Through Terms of Engagement:

Consistent issuance and client acceptance of Terms of Engagement to set clear expectations
Direct dialogue with clients to ensure understanding of service scope and limitations
Clear communication about complaint handling procedures in all client contracts
Complaint Response Process:

Initial Response (Within 21 Days):

Listen carefully and establish complainant identity and motivation
Avoid defensive responses or admissions of liability
Take ownership whilst maintaining empathy
Provide clear next steps and single point of contact
Supply CHP copy and nominated contact details
Notify PII insurer immediately if potential claim identified
Investigation Phase:

Evaluate complaint significance and potential consequences promptly
Consolidate case files, data, and correspondence
Engage with surveyor concerned and obtain colleague/broker review
Consider third-party expert advice where appropriate with complainant involvement
Ensure all responses address specific issues raised with factual accuracy
Escalation Management:

Adhere strictly to CHP processes throughout to avoid penalties
Consider alternative dispute resolution (ADR) options appropriate to work type
Utilise PII broker claim-handling services for complex negotiations
Engage specialist legal advisers with relevant experience if required
Professional Indemnity Insurance (PII) Compliance:

Understand specific policy requirements for complaint notification and management
Maintain early broker consultation to ensure compliance
Document all actions and correspondence systematically
Consider liability management tools including caps, proportionate liability clauses, and third-party reliance restrictions