Complaints

Question 1

Does the RICS provide any guidance on Complaints Handling?

Answer 1

Ye - RICS Guidance Note on Complaints Handling, 2016

Question 2

What is included in the RICS Guidance Note on CHP?

Answer 2

• Written CHP must be approved by the RICS
• Notify PII insurers as soon as there is a complaint made as this may lead to a claim for negligence
• CHP details should be issued to client at same time as TOB
• Complaints log must be maintained to show details and progress of complaints
• An RICS approved ADR must b included in a CHP.

Question 3

How would you handle a Complaint in house?

Answer 3

• Details of CHP should be issued when the firm receives a complaint from a valid complainant
• Procedure must be quick, clear and easily implemented
• Details of the CHO should be issued as the person to be contacted

Question 4

How must the complaint be made

Answer 4

• Complaint must be made in writing

Question 5

What are the timescales once a complaint has been made?

Answer 5

• Complaint must be acknowledged in 7 days and investigated within 28 daysW

Question 6

what if the complaint cannot be handled in house?

Answer 6

Stage 2 - ADR
- The firm will use an independent redress scheme - at Savills this is the Property Redress Scheme and the RICS dispute resolution service

Question 7

when do the rics get involved?

Answer 7

when a member fails to respond to a complaint or prevents the party gaining access to the ADR mechanism

Question 8

Who handles your complaints if you are a sole practitioner

Answer 8

you must nominate a surveyor from another firm to be your CHO