Client Care

Question 1

What must RICS Regulated Firms have in relation Complaints Handling?

Answer 1

• Requirement to have published Complaints Handling Procedure
• Details of this must be in the Terms of Engagement
• Must notify PII insurers as soon as complaint issues
• Firms must have a complaints log book
• Firms must have an RICS Approved Alternative Dispute Resolution (ADR) mechanism in their CHP

Question 2

What are the minimum procedures for the handling of a complaint?

Answer 2

Stage 1 (In House): CHP should be issued as soon as complaint issues, must be clear, quick and transparent, provide details of nominated person who will investigate the complaint (Complaints Handling Officer), must be acknowledged with 7 days and investigated within 28 days.

Stage 2 (ADR – Third Party Resolution): If complainant not happy with the review, second stage is using an independent redress scheme, must include name of relevant appropriate redress mechanicians must be provided to the complainant such as ‘The Centre for Effective Dispute Resolution (CEDR)

Question 3

What are the two different types of complaint?

Answer 3

• Informal – a complaint over the phone
• Formal – written in writing

Question 4

What is LSH’s Complaints Handling Procedure?

Answer 4

Informal/ Formal
* Informal goes to head of department

Formal – goes to head of division – got 3 days to acknowledge complaint by email or letter
o Case Handler is assigned who has 15 working day to respond after the acknowledgement date, and try to resolve complaint
o If not successful, complaint is sent to Final Resolution Panel (FRP) who are a group of senior employees not seen the case,
o If they can’t resolute it, it goes to the Property Ombudsman
o If they can’t do it goes to RICS

Question 5

Why did you have a follow up meeting with the Client for Geddes Place?

Answer 5

• To ensure that the client understood the outputs of the report and fully understand our advice
• I detailed the process, inputs and calculations for our appraisal with our assumed costing and values of the residential units.