Client Care

Question 1

What is the complaints handling procedure timeline?

Answer 1

• 7 days to acknowladge a complaint
• 21 days to respond to a complaint
• 28 days in total

Question 2

Who is the C&W complaints handling officer?

Answer 2

• George Roberts

Question 3

How do you ensure the client’s requirements are understood upon appointment?

Answer 3

• Stipulated in the terms of engagement
• Letter including breadown of Cleint / Cotractor / CA / PD Duties.

Question 4

Is there something you can refer to for a complaints handling procedure?

Answer 4

• RICS Professional Standard on Complaints Handling 2016.

Question 5

What’s the role of a Principal Designer under CDM Regulations 2015?

Answer 5

• The PD is responsible for managing, monitoring and coordinating H&S during the PRE-Construction phase of a project.

Question 6

When does a Principal Contracotr take on H&S duties?

Answer 6

• During the construction phase, up until Practical Completion where all documents and responsibilites are handed over.

Question 7

What are the Clients responsibilities under CDM Regulations 2015?

Answer 7

• Make suitable arrangements through allocating enough time and resources to carry out the works.
• Appoint duty holders (Principal Designer under CDM 2015 and BSA 2022)
• Provide information
• Ensure compliance
• Ensure the H&S File, Construction Phase Plan, F10 form are all in order.

Question 8

What is the main prority of providing a service such as Contract Administrator / Principal Designer?

Answer 8

• To maintian a good relationship
• To protect the client
• To consider what’s the client’s best interest

Question 9

What is an alternative dispute resolution?

Answer 9

• A structure set out to resolve a dispute without going to Litigation.

Question 10

What are forms of alternative dispute resolution?

Answer 10

• Mediation
• Adjudication
• Arbitration

Question 11

What is Mediation?

Answer 11

• Resolving disputes through a neutral third party
• Avoiding more formal proceedings

Question 12

What is Adjudication?

Answer 12

• Where an adjudicatior (expert witness) makes a binding decision on a dispute.
• Parties provide evidence for review.
• Similar to court proceedings, but less formal.

Question 13

What is Arbitration?

Answer 13

• A formal process where parties submit cases to the Arbitrator (expert/neutral third party) who makes a binding decsion.
• Quicker process than litigation.
• The Arbitrator is usually an expert in the field.

Question 14

What’s the purpose of the RICS Complaints Handling Professional Standard 2016?

Answer 14

• Information of complaints handling procedures in line with English legislation.

Question 15

How can clear Terms of Engagement help in reducing the number of complaints recieved by a firm?

Answer 15

• Sets out expectaition, quality, scope and timelines.
• Good communication.

Question 16

What are the critical requirements of a PII policy that firms must adhere to when handling complaints?

Answer 16

• Firms must adhere to their PII Policy for complaints handling.
• PII Brokers can help navigate this process.

Question 17

What is the root cause of complaints?

Answer 17

• Typically, misunderstndings.