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Complaints Handling, 1st edition

Complaints Handling, 1st edition

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 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