Flashcards in Complaints handling procedures (CHP) Deck (8)
Where should your company CHP be stipulated?
Should be included within the Terms & Conditions of the contract with the Client and made evident
What makes an effective CHP?
The procedure should have specific timescales to respond within
The procedure should be quick, transparent and impartially implemented
The procedure should have specific actions against individuals
The procedure needs to be adhered to in order to show that the complaint has been handled effectively
and in accordance with company policy
What can the complainant do if they are unhappy with the outcome of the CHP?
If complainant still unhappy with the outcome, they have right for separate review or mediation / raise with
If complainant still unhappy, they have right to refer to independent dispute resolution (should also
inform insurers of the complaint at each stage)
How might you deal with customer complaints?
Log the complaint in a complaints handling log / schedule
Allocate the complaint to appropriate person as per company procedure
Raise complaint with immediate director/working on the project (if appropriate)
If this cannot be resolved its raised to other director. If this still cannot be resolved it is referred to a third party complaints resolution company / the property ombudsman.
Respond in the identified timescale to the client
Investigate the complaint using defined procedures
Identify the outcome and course of action to rectify or close out the complaint
Communicate the outcomes and course of action to the client
Formally record using appropriate process
Communicate the lessons learned internally
The RICS guidance on ethics and expected standards of behaviour should be referred to as well as the
option for clients to make formal complaints to RICS
What can RICS do during a complaint?
They can investigate a firm/person if they believe the service they are providing falls short of the standards
outlined in the Global Professional Ethical Standards and the Rules of Conduct
What are the subjects RICS investigate a member / regulated firm against during a complaint?
o Failure to use complaints handling procedure
o Conflicts of interest
o Misuse of client’s money
o Failure to answer correspondence
o Allegation or a conviction of a criminal offence
What potential shortfalls are there during the complaints procedure?
Failure to utilise a Complaints Handling Procedure
Failure to disclose a Conflict of Interest
Misuse of Clients Money
Failure to answer correspondence