Client Care Flashcards
(7 cards)
1
Q
What key RICS document is related to client care?
A
RICS Complaints Handling Guidance Note 2016
2
Q
What key legislation is related to client care?
A
Consumer Rights Act 2015
3
Q
What does the RICS Complaints Handling Guidance 2016 state?
A
- Complaints handling procedure must be approved by the RICS and must notify PI insurer
- There are two stages (Stage 1 in house and Stage 2 ADR)
- All complaints handling procedures must have a property redress scheme
4
Q
What does the consumer rights act 2015 state?
A
Allows a 14-day cooling off period
5
Q
What is your firm’s complaints handling procedure?
A
- The complaint must be addressed to the person named in the Terms of Engagement
- Once received in writing, the complaint will be investigated in 15 working days by the Director or Project Oversight
- If the complaint has not been resolved at this stage, then the complaint must be passed onto our Ethics & Compliance team who will look to address the complaint within 8 weeks of the original claim
- If it is not resolved here, then the complaint must be referred to a third-party. My firm uses either The Property Ombudsman or Centre for Effective Dispute Resolution
6
Q
What are some examples of good client care?
A
- Understanding your client’s objectives and requirements
- Listening to the client and seek formal and informal feedback from clients
- Understanding the client’s position and longer-term goals adopting a holistic approach
- Having a robust CHP
7
Q
What are the three tests of negligence
A
- Foreseeability
- Fairness
- Proximity
