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Online Training

23 ENE. 2017

Complaint Handling

Fiona Haggett, RICS UK Valuation Director, examines Complaints Handling, the RICS professional guidance for surveyors to assist them when handling complaints.

 

Main topics

  • The value of terms of engagement in reducing complaints.
  • Complaints handling procedures.
  • Why clients complain.
  • Best practice for complaint handling.
  • Initial actions and responses to receiving a complaint.
  • Evaluating a complaint.
  • Responding to claimants.

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