Complaints Handling

Question 1

What guidance is available on complaints handling?

Answer 1

RICS Guidance Note on Complaints Handling, 2016

Question 2

Who should you notify when a complaint arises?

Answer 2

your firm

your insurers

Question 3

What are the requirements under the RICS for complaints handling?

Answer 3

Complaints handling procedure must be approved by the RICS

Details of CHP should be issued to client at the same time as Terms of Business

A complaints log should be maintained to show progress and outcome.

Firms must include an ADR mechanism in their complaints handling procedure

A sole practitioner must nominate a surveyor at another firm as their Complaints Handling officer.

Question 4

What are the minimum procedures for complaints handling?

Answer 4

Stage 1 (in house)

• details of CHP issued on receipt of complaint.
• procedure to be quick, clear, transparent and impartial
• Detail of Complaints Handling Officer must be stated as the person to contact
• complaint must be made in writing
• Timescales: complain tom be acknowledged with 7 days and investigated within 28 days.

Stage 2 (ADR)
- must provide details of an independent redress scheme chosen by the company.

Question 5

What is your firms complaints handling procedure?

Answer 5

Abide by RICS mandatory requirements

details of complaint to be made in a written summary giving as much detail as possible and delivered to Iain Padbury, Head of Secretariat.

The complainant will be contact within seven days to inform them of our understanding of circumstances leading to dispute and inviting the complainant to provide comments.

Within 28 days of receipt of the complaint the person dealing with it will write to the complainant to inform them of the outcome of the investigation.

If the complaint has still not been resolved, we agree to referral to Arbitration Procedure for Surveying Disputes or the Centre for Effective Dispute Resolution