Client Care

Question 1

1. What are your company’s complaints handling procedure ?

Answer 1

Complaint comes in via customer service

Acknowledged within 48 hours of receipt

Seek to resolve within 21 days

Keep written log

If it is no resolved then refer to the property ombudsman or NHBC

Question 2

2. What have you read on complaints handing ?

Answer 2

My company’s complaints handling procedure

RICS Guidance Note on Complaints Handling (2016).

Question 3

3. What makes an effective complaints handling procedure ?

Answer 3

• Fit for purpose
• Made available to all staff and understood
• Readily shared with complainants
• Regularly reviewed at a senior level
• Be agreed with Professional Indemnity insurance
• Provide details of access to independent redress if the firm cannot resolve the complaint
• Keep record of complaints

Question 4

4. What were your clients requirements on Stonebridge ?

Answer 4

The client wanted to change the units from a 28 x c3 units to 40 independent living flats

Question 5

5. What type of brief did you carry out ?

Answer 5

Project brief as this was needed to instruct the consultant team to re-design the scheme.

Question 6

6. If you had your own company and you had complaint, how would you deal with it ?

Answer 6

I would seek to resolve it with the complainant

Failing this I would refer to ADR

Question 7

Can you give me an example of where you have received a complaint?

Answer 7

Roseberry development example