Client Care Flashcards
What is Mclarens complaint Handling procedure?
-acknowledge within 5 working days.
-respond within a further 10 working days.
-Complainant to confirm within 10 working days whether they wish to take matters further
-If they do, person dealing with complaint will write to complainant within 5 working days informing them what action has been or will be taken.
- If still dissatisfied, it can be referred to CEDR (THE CENTRE FOR DISPUTE RESOLUTION) This is ADR third party solution.
-If it still isn’t resolved then can be referred to Independent Dispute resolution Scheme (IDRS) for arbitration.
I would also communicate any issues directly to my director.
What is included in Mclarens Terms Of engagement?
-sets out proposed fee basis.
- sets out payment of expenses.
-States that a copy of the firms complaints handling procedure is availed upon request
What are the Complaint’s Handling produce rules set out by RICS?
-Acknowledge within 7 days
-Investigated within 28 days
- Firms must include a RICS approved ADR (Alternative Dispute Resolution) method e.g. Centre for dispute resolution (CEDR) or The RICS Dispute resolution service.
How would you ensure a high standard of client care?
I would always communicate clearly, openly and transparently.
How much professional Indemnity Insurance does your firm require?
Depends on turnover of the preceding year.
If £100k or less then £250k.
If between £100k to £200k then £500k.
If £200k + then £1m
What does the RICS Complaints Handling procedure state?
The RICS Complaint handling procedure 1st edition, July 2016 is a guidance note that states:
- A firm’s written complaint handling procedure must be approved by RICS.
-Always remember to notify your PII Insurers as soon as possible if there is a complaint as this could lead to a claim for negligence.
-Details of the CHP should be issued to a client at the same time as Terms of Business.
-need a complaints log.
-Firms must include an RICS approved alternative dispute resolution mechanism in their CHP.
1.CHP approved by RICS
2.notify PII insurer
3.complaints log
4.need approved alternative dispute resolution in CHP
5.details of chop issued to Clint same time as terms of business
What is the MAX level of uninsured excess?
Depends on liability:
Up to £500k= Greater of 2.5% or £10k
Over £50k=2.5% of sum insured
What should a sole practitioner do differently with regards to their CHP?
Nominate a surveyor in another firm to act as Complaints Handling Officer?
When does the RICS become involved in a complaint?
-if a member fails to respond.
-if a member prevents the party from gaining access to an independent redress scheme.
If a complainant is not happy with how the complaint has been handled what should they do?
-Take the matter to an independent redress scheme.
-Name of which must be provided to complainant.
E.g. CADR, RICS Dispute Resolution Service
If you received a complaint, how would you deal with it?
-Aim to deal with it internally.
-Ask for complaint to be made in writing.
-Issue details of CHP to complainant.
-Share details of CHO with complainant as person they should contact.
Can you tell me why it is good to build long term relationships?
-Consistent workload.
-Steady income.
-inherited degrees of trust
-Lower marketing costs
-more referrals
Can you tell me what stakeholders you deal with?
Architects
Engineers
Agents
Local residents
Utility companies
Landowners
Investors
Tell me how you have tailored your client care to your stakeholders?
-I tailored my behaviour to local residents during public consultation in Coventry.
- I also explained my development appraisals to a junior colleague in a Amy she would understand.
- I explained the process and made sure I was clear, not too fast
As a client how would you go about accepting an instruction?
I personally have not been in this position yet but I understand that we would issue terms of engagement which details our services.
