Client Care

Question 1

What does PI Stand for?

Answer 1

Professional Indemnity Insurance.

Question 2

What is the purpose of Professional Indemnity Insurance?

Answer 2

To provide financial cover in the event a client suffers financial loss as a result of a breach of professional duty e.g. neglect, error or omission.

Question 3

What benefits does PI Insurance provide for the professional?

Answer 3

• The professional is protected from financial loss

- Does not have to meet the claim from their own assets and resources

Question 4

What benefits does PI Insurance provide for the Client?

Answer 4

They can recover their financial loss.

Question 5

How many years does run off cover last for?

Answer 5

Depends on the type of contracts the professional has been involved with

• Usually 6 years if contract executed under hand
• 12 years if executed as a deed

Question 6

What is Client Care?

Answer 6

The concept of identifying all clients / colleagues / third parties who are my clients and the behaviours appropriate to establish good client relationships.

Question 7

What practices should be followed when handling client’s money?

Answer 7

• Separate designated bank accounts
• Advise the client and they must agree to the account handling terms in writing
• Monies must be available to clients on demand
• Interest is to be paid to clients unless otherwise agreed
• Signatories must be agreed, only authorised staff allowed and at least two required
• A bank reconciliation must be undertaken at regular intervals
• All firms will be audited by RICS’ appointed accountants
• These firms are required to pay RICS an annual fee as monitoring costs

Question 8

What would you do if the contractor invites you to a lavish social or special event?

Answer 8

Politely decline, I would not want to accept any hospitality that may appear to reduce my impartiality.

Question 9

What would you do if a contractor offered to take you out for lunch?

Answer 9

Accept but point out that I would reciprocate at a later date so as to refrain from appearing unethical.

Question 10

During your interim valuation, the contractor gave you a bottle of wine. What do you do?

Answer 10

Politely refuse as it could be seen to affect decisions.

Question 11

Assuming you were successful in getting chartered, how would you deal with a situation such as a friend who asks you to provide them with QS advice?

Answer 11

• I could not offer advice on my own without PI insurance.
• If I did have my own PI insurance I would ensure that the information given was subject to the thorough checking process given to all information prior to issue regardless of who it was to.
• Inform them they can contact you during working hours to discuss T&Cs of appointment.
• If you are not comfortable acting for them, advise them to use the RICS “find a surveyor scheme”
• Adhere to rules of conduct.

Question 12

What do you know about the RICS complaints handling procedure?

Answer 12

• 2 Stage Process
• Must be submitted in writing
• Reported to management immediately
• Must be dealt with within 28 days
• Complaints officer should deal with complaint
• If after 28 days the complaint hasn’t been resolved then should be referred to RICS dispute Resolution process

Question 13

Definition of a Complaint

Answer 13

Any expression of dissatisfaction.

Question 14

How / Why do complaints arise?

Answer 14

Complaints generally arise when expectations have not been met.