051 How to Handle Client Complaints
We’ve gathered four surveying experts on a panel to discuss how surveyors should handle client complaints in order to minimise reputation and financial risks to their businesses. In this episode, we’ve gathered four surveying experts on a panel to discuss how it is to receive a complaint on a survey, how surveyors should handle client complaints in order to minimise reputation and financial risks to their businesses. About Participants: Christine O’Rourke is Head of Conduct Standards at RICS supporting surveyors by producing standards and guidance on professional conduct including the Rules of Conduct. She has worked in complaint handling roles in a number of organisations including RICS, other professional bodies and the Pensions Ombudsman. Connect with Christine O’Rourke LinkedIn https://www.linkedin.com/in/christine-o-rourke-b7ab6715a Peter Habert is Director of Policy at the Property Ombudsman. He is responsible for TPO's Policy and Communication Teams. He is a strong business development professional with a Diploma focused in Public Relations from Chartered Institute of Public Relations. Connect with Peter Habert LinkedIn https://www.linkedin.com/in/peter-habert-40881053/ Angela Chamberlain is a partner of EC Surveyors LLP, a small team who provide residential surveys and valuations in South Devon. The majority of their work is undertaken for purchasers, many of whom are referred by conveyancers or are repeat clients. Connect with Angela Chamberlain LinkedIn https://www.linkedin.com/in/angela-chamberlain-mrics-2621823b/ Michael Holden is the MD of a surveying practice in the North West of England, Cumbria and the Dales. He had a varied career over 30 years covering real estate appraisals, high end residential surveys, property management and regeneration. Connect with Michael Holden https://michaelholdenfrics.co.uk/ Connect with Marion Ellis: https://www.linkedin.com/in/marion-ellis-love-surveying-surveyor-hub/ Instagram @marionsurveyor Twitter @marionsurveyor Facebook https://www.facebook.com/marionsurveyor www.blueboxpartners.com What We Cover: Why it’s important to have a complaints Handling Procedure What are the stages of this procedure How some of the experiences with complaints look like What happens when a complaint is taken to RICS Resources: The Property Ombudsman https://www.tpos.co.uk/ The complaint portal tool that surveyors can give to complainants where they are unable to resolve the dispute themselves https://selfserve.tpos.co.uk/ Hart v Large Go Fun me page https://www.gofundme.com/f/support-savaged-large-surveyor Complaints Handling Guidance https://www.rics.org/globalassets/rics-website/media/upholding-professional-standards/sector-standards/valuation/complaints-handling-1st-edition-rics.pdf Help sheet on requirements for a CHP