Complaints Handling Procedure (CHP)

  • INTRODUCTION:

    Independent Quantity Surveyors Ltd (IQS) always endeavour to provide a high-quality service to clients, and in turn, cause(s) for complaints should not occur or be kept to a minimum. However, in the eventuality of a complaint that any Client may raise, the IQS management will in the first instance urgently address any issues and seek to apply any corrective actions to the complete satisfaction of the Client.

    Being regulated by the Royal Institution of Chartered Surveyors (RICS), IQS are required to comply with the RICS ‘Rules of Conduct’ (Global) October 2021, and with specific regards to complaints handling, the following rule applies:

    Core Professional Obligation for RICS-Regulated Firms:

    Firms must publish a complaints-handling procedure, which includes an alternative dispute resolution provider approved by RICS, and maintain a complaints log.

    Compliance with rule is mandatory, and this IQS ‘Complaints Handling Procedure’ (CHP) document sets out a process for the recording, investigation and resolution of any complaints that any Client may make.

    A complaint is defined by the RICS as ‘any expression of dissatisfaction’ made by a valid complainant being one to whom the firm owes a duty of care.

    The IQS ‘Quality Management System’ also set outs procedures for the identification and resolution of complaints that any Client may raise, with the same procedures also applying for other matters of non-compliance.
  • Client Complaints:

    Informal and Formal Complaints:

    The IQS management are committed to treating any complaint made by any Client as a serious matter.
    If the situation arises in which any Client makes a complaint, the Client may wish to raise this with IQS in an informal way in the first instance, and this could be via a telephone call or in other conversation. Alternatively, the Client may express their complaint in a more formal written format, via e-mail or letter.
    Irrespective of whether the complaint is made in an informal or more formal manner, the IQS management would immediately seek to ascertain the facts and the then proceed to find a solution to the complaint with the view to resolving the matter to the Client’s complete satisfaction.

This IQS CHP involves two stages:

This first stage relates to the following procedures:

a) Initial receipt and recording of the complaint

Upon initial receipt of any complaint from a valid complainant to any representative of IQS, details of the complaint must be raised internally and brought to the attention of either Winston Taylor-Watson (IQS Director), Lynsey Taylor-Watson (IQS Director) or Richard Bruce (IQS Commercial Manager). If the situation arises in which both directors and the commercial manager are unavailable, then the most senior member of the technical staff must be notified immediately.

At this point, details of the complaint must then be uploaded onto the Quality Management System’s Complaints Log, and the Systems Administrator will therefore need to be notified as soon as possible to record the complaint details.

b) Acknowledgement of receipt of complaint

Following receipt of the complaint, the Client must be notified as soon as possible to confirm acknowledgement of the complaint, with an indication given of the timescales in which a full detailed response will be given.

The preferred timescale for providing the full detailed response should be twenty-eight (28) days, but if this is not possible then an update should at least be given within this 28-day period.

c) IQS management person allocated to consider the complaint

Richard Bruce (IQS Commercial Manager), hereinafter termed the ‘Designated Complaints Handler’, will investigate all complaints in consultation with the relevant and appropriate staff.

In the situation that any complaint concerns the ‘Designated Complaints Handler’ then the IQS directors will allocate an appropriate senior member of the IQS technical staff to consider the complaint.

d) Investigations

The Designated Complaints Handler or allocated senior member must fully investigate the complaint in order to ascertain the full facts and obtain a full understanding of the Client’s grievance. The process must protect confidentialities of all parties involved.

e) IQS Formal Response

Following completion of all investigations into the matter, a formal written detailed IQS response must be issued to the Client.

f) Resolution to the complaint or otherwise

Upon receipt of the IQS response, the Client maybe satisfied that the matter of complaint has been resolved to their complete satisfaction.

g) Dissatisfaction with IQS Formal Response

If following the issue of the written IQS formal response, the Client is dissatisfied, the Client must notify IQS as soon as possible in writing and clearly state the reasons for such dissatisfaction. Upon receipt of notification, the complaint will be passed on to a IQS Director for further review. Within fourteen (14) days, the IQS final position will be issued to the Client for consideration and before commencement of the ‘Stage 2’ process.

Stage 2

If the Client complaint cannot be resolved to their complete satisfaction within the Stage 1 procedures, the second stage makes provision for the complaint to be referred to an independent redress provider, as approved by RICS Regulatory Board. IQS has chosen to use the following redress providers:

For Consumer Clients:

CEDR (Centre for Effective Dispute Resolution)

100 St. Paul’s Churchyard
London
EC4M 8BU

Tel: 020 7536 6000
E-mail: info@cedr.com
Web: www.cedr.com

For Business-to-Business Clients:

RICS Dispute Resolution Service

55 Colmore Row
Birmingham
B3 2AA

Tel: 020 7334 3806
E-mail: drs@rics.org
Web: www.rics.org/drs

Administration:

Requirement to Notify Clients of CHP Operated

Clients should be notified of the CHP operated, and this will be most appropriately carried out at the time of appointment within the terms of business issued to the Client.

Charges for CHP

For Consumer Clients:

Free of Charge.

For Business-to-Business Clients:

The IQS CHP is free of charge to the Client within the first stage, but the second independent redress stage maybe paid in part or full by the Client depending on the specific business to business contractual arrangement.

Published: 20/01/2023