What guidance note sets out the the details of complaints handling?
RICS Guidance Note on Complaints Handling 2016
Who is required to have a CHP?
Any RICS regulated firm
When should a client be advised of the CHP?
When the Terms of Engagement is sent
When should the CHP be issued?
At the same time as the Terms of Business
Who should be notified when a complaint is recieved?
PII insurers
Why should a complaints log be done?
To show the details and outcome of any complaints
What must be included in the CHP?
A RICS approved Alternative Dispute Resolution (ADR) mechanism.
What are the two stages of dealing with a complaint?
- Stage one (in house)
Details of the CHP should be issued when the firm receives a complaint from a valid complainant to whom the firms owes a duty of care. Must be quick, clear, transparent and impartially implemented. Details of the nominated person who will deal with the complaint (complaints handling officer) must be stated. Complaint must be in writing. The procedures and timescales must be set out in the CHP. - ADR - Third party resolution
If the complainant isnt happy with the review, the second stage is used and involves using an independent redress scheme that the firm has chosen.
The name of the independent redress scheme must be provided to the complainant, such as ‘The Centre for Effective Dispute Resolution’ or RICS Dispute Resolution Service.
What are the timings for a complaint to be dealt with?
A acknowledgement should be made within 7 days and investigated within 28 days.
When would the RICS become involved?
If the member fails to respond to the complainant or prevents the party from gaining access to an independent redress mechanism.
What should a sole practitioner do in terms of a complain?
Nominate a surveyor in another firm to act as their complaints handling officer. Not regulation though.
