Ethics- CHP

Question 1

Why do complaints commonly arise in surveying practice?

Answer 1

• Client expectations are not met
• Issues with quality, scope, timeliness or understanding of the service

Question 2

How do Terms of Engagement help reduce complaints?

Answer 2

• Set clear client expectations
• Define scope, quality and limitations of service
• Provide context for managing complaints

Question 3

Why are Terms of Engagement important even though they are mandatory?

Answer 3

• Some firms do not issue them consistently
• Some firms fail to ensure client acceptance
• This increases complaint risk

Question 4

What types of complaints may arise outside the Terms of Engagement?

Answer 4

• Delays in reporting
• Inappropriate service
• Client misunderstanding of advice

Question 5

What is best practice to reduce complaints outside the Terms of Engagement?

Answer 5

• Direct dialogue with the client
• Checking client understanding early

Question 6

What must a surveyor check before a contract is signed under RICS standards?

Answer 6

• Client has chosen the correct service
• Client understands key elements of the service

Question 7

Why is understanding the basis of a complaint essential?

Answer 7

• Prevents misunderstandings
• Avoids escalation
• Enables effective resolution

Question 8

What is a Complaints Handling Procedure (CHP)?

Answer 8

• A formal process for managing complaints
• Mandatory for RICS-regulated firms

Question 9

How should a CHP be tailored?

Answer 9

• Appropriate to firm size
• Appropriate to scope of services

Question 10

What are the key characteristics of an effective CHP?

Answer 10

• Fit for purpose
• Available and understood by staff
• Shared routinely with complainants
• Regularly reviewed at senior level
• Agreed with PII providers
• Includes access to independent redress

Question 11

When should clients be informed about the CHP?

Answer 11

• When Terms of Engagement are issued

Question 12

Why must complaints be managed in line with the PII policy?

Answer 12

• Failure may invalidate insurance cover
• Leaves firm and clients unprotected

Question 13

Why must firms review PII requirements at renewal?

Answer 13

• Policies vary by provider and period
• Reporting requirements may change

Question 14

When must insurers usually be notified of a complaint?

Answer 14

• When there is a potential liability
• As early as possible

Question 15

What role do PII brokers play in complaint management?

Answer 15

• Advise on policy compliance
• Act as agents of the firm
• Assist where requirements are unclear

Question 16

Why do clients complain?

Answer 16

• Dissatisfaction
• Misunderstanding
• Lack of familiarity with surveying advice

Question 17

Why should surveyors not assume complaints indicate major errors?

Answer 17

• Clients may not understand technical advice
• Complaint may reflect confusion, not negligence

Question 18

What are the main routes by which complaints are received?

Answer 18

• Mail
• Email / internet
• Telephone
• In person

Question 19

What is good practice when receiving complaints?

Answer 19

• Ensure staff understand the CHP
• Record complaints promptly
• Allocate complaints appropriately

Question 20

Why must client correspondence be reviewed carefully?

Answer 20

• Queries can escalate into complaints
• Poor initial responses increase risk

Question 21

What ADR requirement applies to consumer complaints?

Answer 21

• Clients must be signposted to an approved ADR provider
• Ombudsman can accept complaints after 8 weeks

Question 22

What are key principles when first receiving a complaint?

Answer 22

• Listen carefully
• Acknowledge concerns
• Avoid defensiveness
• Show empathy without admitting liability

Question 23

Why is it important to identify who is making the complaint?

Answer 23

• May not be the client
• Duty of care may not apply
• Data protection obligations still apply

Question 24

Why should firms apologise early when receiving complaints?

Answer 24

• Shows empathy
• Does not admit liability
• Helps de-escalate the situation

Question 25

What should be done immediately after a complaint is received?

Answer 25

• Record details accurately • Acknowledge receipt • Issue the CHP • Consider PII notification

Question 26

What is involved in evaluating a complaint?

Answer 26

• Follow the CHP • Review files and records • Assess financial and reputational risk

Question 27

Why should firms not defend the indefensible?

Answer 27

• Increases costs • Escalates disputes • Damages credibility

Question 28

What should an initial response to a complainant achieve?

Answer 28

• Address concerns clearly • Be factual and empathetic • Refer to Terms of Engagement if rebutting

Question 29

Why should ADR and Ombudsman routes be highlighted in responses?

Answer 29

• Encourages early resolution • Reduces legal escalation • Favoured by RICS

Question 30

When are additional investigations required?

Answer 30

• When evidence is unclear • When facts are disputed

Question 31

What types of additional investigations may be used?

Answer 31

• Re-inspection • Independent third-party advice

Question 32

Why is escalation in complaints risky if the CHP is not followed?

Answer 32

• Weakens firm’s position • May result in penalties • Affects PII cover

Question 33

Why is record keeping critical in complaint handling?

Answer 33

• Complaints are business processes • Must meet same standards as instructions • Supports regulatory and legal defence

Question 34

Why should firms review complaints periodically?

Answer 34

• Identify repeat issues • Improve processes • Reduce future complaints

Question 35

How can complaints inform training needs?

Answer 35

• Root cause analysis identifies skill gaps • Enables targeted CPD

Question 36

How does good complaint management affect PII renewal?

Answer 36

• Demonstrates lower risk • May reduce premiums • Improves insurer confidence