The purpose of this guidance note is to provide residential surveyors and valuers with information to assist in handling complaints and direct them towards more detailed guidance from RICS.

  • The value of Terms of Engagement in reducing complaints 
  • Complaints handling procedures 
  • Understanding the requirements of your PII policy
  • Why do clients complain?
  • Underpinning good complaint handling
  • Receiving a complaint – initial actions and responses
  • Evaluating a complaint
  • Initial response to the claimant
  • Additional investigations
  • Escalation
  • Record keeping
  • Learning from experience
  • Identifying training needs
  • Next PII renewal


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