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F - Claims and Complaints

The RICS Rules for Registration of Schemes (Appendix A – Valuation Registration Scheme – 4(1) obligations of registrations) requires you to operate a complaints handling procedure which must include a redress mechanism that is approved by the RICS Regulatory Board.

Q1

To your knowledge how many paid claims, in respect of Red Book Valuation work which you have carried out, has the firm/organisation received in the last 5 years?

We require this information so we can monitor you effectively by taking into account how many complaints a firm has received and giving assistance if required.

Q1.1

To your knowledge how many notifications, in respect of Red Book Valuation work which you have carried out, has the firm/organisation made in the last 5 years?

We require this information so we can monitor you effectively by taking into account how many complaints a firm has received and giving assistance if required.

Q2

To your knowledge how many paid claims, in respect of Red Book Valuation work which you have carried out, has the firm/organisation received in the last 12 months? 

We require this information so we can monitor you effectively by taking into account how many complaints a firm has received and giving assistance if required.

Q2.1

To your knowledge how many notifications, in respect of Red Book Valuation work which you have carried out, has the firm/organisation made in the last 12 months? 

We require this information so we can monitor you effectively by taking into account how many complaints a firm has received and giving assistance if required.

Q3

To your knowledge how many complaints, in respect of Red Book Valuation work which you have carried out, has the firm/organisation received in the last 12 months, including those notified to your insurers? 

We require this information so we can monitor you effectively by taking into account how many complaints a firm has received and giving assistance if required.

Q3.1

To your knowledge, of the above complaints, including those notified to your insurers, have any allegations/instances of fraud and/or dishonesty been made against you? 

RICS needs to be informed of allegations/instances of fraud and/or dishonest. This applies to the firm, its principals and employees.

Please note that information concerning the above will not necessarily lead to action from RICS – if in doubt please contact Regulation. We require this information in line with Professional and Ethical standards.

Q3.1a

If yes please provide more information.            

Please provide details of the complaint, and those involved in the matter who are connected to your firm.

Q4

Does the firm have a complaints handling procedure (CHP)?

A CHP is a process that a complainant can use to resolve their issue. The CHP should comply with the Rules and must include a redress mechanism that is approved by the Regulatory Board. Please note that there must be free redress available to consumers. 

CHP helpsheet UK
Approved redress mechanisms (UK)

CHP helpsheet (Asia)
Approved redress mechanisms (Asia)

Further information about CHPs

Q4.1

Which of the following approved redress mechanisms is used by your firm in respect of complaints received from consumers? 

A consumer can be broadly defined as a person who is not acting in the course of any business. For consumers, you will need to have a redress mechanism in place that is free at the point of entry. If your firm does not have any consumer clients please select the option “No consumer clients”.

Your firm must be using an approved redress mechanism to meet the requirements of the rules. If your firm is not currently using one of the approved schemes then please choose “None of the above” and provide further information of your alternative arrangements in the space provided.

You should speak to the redress providers directly in order to join their scheme.

Q4.1a

If none of the above, please provide further information on your alternative arrangements.

Q4.2

Which of the following approved redress mechanisms is used by your firm in respect of complaints received from persons or organisations in a business capacity? 

Your firm must be using an approved redress mechanism to meet the requirements of the rules. If your firm is not currently using one of the approved schemes then please choose “None of the above” and provide further information of your alternative arrangements in the space provided.

For more information about redress mechanisms please see the policy sheets:

United Kingdom
Asia

If your firm does not have any clients who are acting in a business capacity please select the option “no business clients”.

Q4.2a

If none of the above, please provide further information on your alternative arrangements.

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