Client Care Flashcards
(12 cards)
Complaints Handling:
According to the RICS, what is the first stage of the Complaints Handling Procedure?
Acknowledge receipt of the written complaint within 7 days and if unable to provide a response, provide an update within 28 days of complaint receipt.
What three key factors create an effective Complaints Handling Procedure?
The following:
- Fit for Purpose, reflecting the size and structure of the business.
- Available to staff and shared with existing and possible complainants.
- Understood by all staff, with appropriate training provided.
- Regularly reviewed by senior management.
- Is agreed with Professional Indemnity Provider without compromising coverage.
- Must provide details of an independent third party.
What are the three types of Conflict of Interest?
The following:
- Party Conflict
- Own Interest Conflict
- Confidential Information Conflict
What is the definition of a ‘Party Conflict’?
When the duty of an RICS member or a regulated firm to act in the interests of a client or other party in a professional assignment conflicts with a duty owed to another client or party in relation to the same or a related professional assignment.
What is the definition of an ‘Own Conflict of Interest’?
When the duty of an RICS member or a regulated firm to act in the interests of a client or other party in a professional assignment conflicts with the interests of that same RICS member or regulated firm.
What is the definition of a ‘Confidential Information Conflict’?
When there is a conflict between the duty of an RICS member under paragraph 2.2 to provide material information to one client, and the duty of that RICs member under paragraph 2.1 to another client to keep that information confidential.
Confidential Information Conflict:
What is stated in paragraphs 2.1 and 2.2 under the Conflicts of Interest Professional Standard 1st edition, March 2017, effective 1st January 2018.
2.1 - RICS members must maintain confidentiality of Confidential Information unless disclosure is required or permitted by law or demonstration of consent to the disclosure of the information.
2.2 - Every RICS member must provide to every client all the information that is material to that client’s professional assignment and which the RICS member has knowledge of.
Standard Forms of Appointment:
What documents would you refer to / use when creating a form of appointment with a client?
RICS Standard Form of Consultant’s Appointment, England and Wales, May 2022 (Revised April 2025)
Insurances:
What is one of the three stated purposes of having Professional Indemnity Insurance (PII) in the RICS Rules of Conduct?
One of the following:
- ‘ensure that if the firm faces a claim, it is protected from financial loss that it cannot meet from its own
resources’
- ‘protect the insured member or firm against the consequences of its liability to pay damages to third
parties for breaches of professional duty that it commits through its professional activities’
- ‘ensure that the firm’s clients do not suffer financial loss, which the firm cannot meet’
What is the minimum limit of Indemnity that a firm can take out?
£250,000
How is a firm’s minimum level of Indemnity calculated on?
The firm’s turnover in the preceding year.
What are five key headings / pieces of information that create an effective project brief?
Any of the following:
- Identifying key stakeholders.
- Communication channels.
- Outline RIBA stages.
- The project team.
- Project deliverables
- Risks and severity of those risks.
- Budget.
- Change control procedures.
- Standards. (E.G. Sustainability).
- Other impacted projects. (E.G. is this part of a framework?)
