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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

What would you do if your client complained?

Try and resolve the issue > inform senior
If issue can't be solved through escalation to senior members
Provide CHP to client