Flashcards in Complaints Handling Procedures Deck (8)
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1
What is your company's complaint handling procedure?
INTERNAL
- Complaint sets outs appointed person dealing with complaints (complaints handling officer).
- Procedure on how complaint needs to be dealt with
- Timeline on how long to deal with complaint
- How and when to keep client informed
EXTERNAL
- If unhappy with redress, follow policy for external redress third party provded by RICS
2
What is good complaint handling?
- Ensure all staff members have access to and an understanding of a firm's CHP
- Carefully record all complaints at the earliest opportunity
- Establish an adhere to a review process to ensure effective management
3
What should a complaints handling procedure entail?
• be fit for purpose
• made available to all staff
• be understood by all staff
• readily be shared with complainants or potential complainants
• be agreed with PII brokers/provider(s)
4
Where can a client go for a complaint?
Complaints handling procedure
RICS
Mediator
5
You have a friend who is a RICS QS, and is failing to meet standards, what should you do?
Verify facts
Remind them of their duties
Complain if nothing changes
6
If your client asked you to meet the lowest tender?
Decline and raise this with my management team
I would advise the suitable people as this is not acting within the 5 ethical stds
7
What should a sole practitioner do in the event of a complaint?
If cannot be dealt with internally
May need to refer to their P.I`
Appoint external party or mediator
8
