Client Care

Question 1

What is a complaints handling procedure? Why is it important?

Answer 1

Complaints are an important way for the management of an organisation to be accountable to the public, as well as providing valuable prompts to review organisational performance and the conduct of people that work within and for it

Question 2

What is your companies’ complaints handling procedure?

Answer 2

1. Verbal complaint received - Project Lead and Team Manager make written notes details including events, dates, updates of matters.
2. All correspondence is recorded, and written records are kept for potential legal proceedings.
3. Partner requests complainant to submit their complaint.
4. Within 14 days of receiving complaint, Partner and OMP/SP consult and we issue our version of events.
5. Within 28 days, a Partner gives complainant our full response
6. Senior partner issues written opinion
7. If not accepted, parties can agree to go to mediation.
8. Otherwise, arbitration (typically through RICS) or Court Proceedings to be followed.
9. This must adhere to PII policy in place (Refer to Ridge’s current company PII policy).

Question 3

What is a scope of services?

Answer 3

This includes the services you will provide along with any limitations or exclusions. This should also be followed up with Terms of Engagement which should state PI cover.

Question 4

What is Professional Indemnity Insurance? How does your firm agree the sum?

Answer 4

A professional indemnity (PI) insurance is a commercial policy designed to protect business owners, freelancers and the self-employed of clients claim a service is inadequate.

Question 5

Ridge PI cover?

Answer 5

Typically at £1 million but can be increased with approvals from relevant persons within the Business, current procedure is as follows: in order to increase scrutiny around the business of PII levels offered; please note that:
- To agree £1 PII with a Clint does not require any approval
- To agree £2 to £9 inclusive PII with a client - will require by the Risk Group: riskgroup@ridge.co.uk

Question 6

What determines a RICS firms required PI cover? What are the levels required?

Answer 6

Firm’s turnover in the proceeding year: £100,000 or less - minimum limit of indemnity
£100,001 to £200,000 - minimum limit of indemnity £500,000
£200,001 and above - minimum limit of indemnity £1,000,000