Complaints

Question 1

What is a complaint?

Answer 1

The definition of a complaint is any expression of dissatisfaction.

Question 2

What does appendix A say in regard to complaints?

Answer 2

Firms must publish a complaints-handling procedure, which includes an alternative dispute resolution provider approved by RICS, and maintain a complaints log.

Question 3

Which director at gleeds should you go to if you receive a complaint?

Answer 3

For South region, Andrew Irving

Question 4

Receiving a complaint – initial actions and responses

Answer 4

1) If initial contact is by phone or in person, listen carefully to what the customer has to say, and let them finish.
2) Following a telephone call or face to face conversation, record the details of the complaint promptly and accurately.
3) In accordance with the CHP, acknowledge receipt of the complaint promptly. Supply the complainant with a copy of the firm’s CHP and a nominated contact.

Question 5

What if your client (as part of a company) is still not happy that the complaint has been resolved?

Answer 5

Where you are an organisation or firm - You can go to the RICS Dispute Resolution Service

Question 6

What if your client (as a private idividual) is still not happy that the complaint has been resolved?

Answer 6

Where you are a private individual – You can go to the Surveyors Ombudsman Service