WHAT TO DO IF YOU HAVE A COMPLAINT ABOUT by cln12100

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									                           Regulation




      WHAT TO DO IF YOU HAVE
      A COMPLAINT ABOUT AN
      RICS MEMBER OR FIRM
      1st April 2009



                                         HELP SHEET




BETTER REGUL ATION. BETTER PROTECTION.        HONG KONG HELP SHEET
                                       Regulation



          If you are unhappy with the service you have received from a firm that is regulated
          by RICS or a member of RICS, your first step should always be to complain directly
          to the firm/member concerned.

          Complaints to firms/members
          Every firm regulated by RICS must have a complaints handling procedure (CHP) in place which
          will be referred to in its terms and conditions of engagement. Full details of the CHP are available
          on written request. You should keep a copy of the request letter.

          A firm’s CHP will have two stages:

          • The complaint must be considered by a senior member of the firm or firm’s designated
            complaints handler.

          • The firm will be able to refer the complaint to an RICS approved independent third party, who
            has the authority to award redress, if the complaint cannot be resolved directly by the firm.

          Alternatively the firm’s CHP will give details of the redress scheme it uses should you wish
          to complain directly.

          CHPs are designed to deal with complaints about a firm or member’s service or where a request
          for compensation is being made.

          Complaints to RICS
          RICS may consider complaints about dishonesty, poor service or incompetent practice and
          may take disciplinary action against the member or firm concerned.

          In order to deal effectively with serious cases, RICS has a range of disciplinary sanctions,
          the most serious being to expel the member or de-register the firm from regulation
          by RICS. If RICS receives complaints containing allegations of criminal activity, it will suspend
          any investigation until the appropriate authorities have concluded their investigation.

          RICS is unable to make financial awards against firms or members. If you are seeking
          compensation, you are advised to use the firm’s CHP or seek legal advice.




1st April 2009                                                                                                   02
                                    Regulation



          Further information
          For more detailed information about complaints we have prepared two further
          help sheets:
          • How RICS firms deal with complaints
          • How RICS deal with complaints against its members and firms
          You can also contact us if you have any questions or concerns about making a
          complaint. The above help sheets can be obtained by contacting us on the number
          below or visiting our website: www.ricsasia.org/regulation.
          Please contact us if you have any further questions. Our contact details are:
          RICS Asia
          Room 1804
          Hopewell Centre
          183 Queens Road East
          Wanchai
          Hong Kong
          t + 852 2116 9713
          f + 852 2537 2756
          e regulationhk@rics.org
          Additional help sheets and other guidance material can be found at
          www.ricsasia.org/regulation




1st April 2009                                                                              03
                                          Regulation                              BETTER REGUL ATION. BETTER PROTECTION.




RICS HQ                  Advancing standards in land, property and construction.
12 Great George Street
Parliament Square        RICS is the world’s leading qualification when it comes to
London SW1P 3AD          professional standards in land, property and construction.
United Kingdom

Worldwide media          In a world where more and more people, governments, banks and
enquiries:               commercial organisations demand greater certainty of professional
E pressoffice@rics.org
                         standards and ethics, attaining RICS status is the recognised
Contact Centre:          mark of property professionalism.
E contactrics@rics.org
T +44 (0)870 333 1600    Over 100 000 property professionals working in the major established
F +44 (0)20 7334 3811    and emerging economies of the world have already recognised the
                         importance of securing RICS status by becoming members.
                         RICS is an independent professional body originally established
                         in the UK by Royal Charter. Since 1868, RICS has been committed
                         to setting and upholding the highest standards of excellence and
                         integrity – providing impartial, authoritative advice on key issues
                         affecting businesses and society.
                         RICS is a regulator of both its individual members and firms enabling
                         it to maintain the highest standards and providing the basis for
                         unparalleled client confidence in the sector.
                         RICS has a worldwide network. For further information simply contact
                         the relevant RICS office or our Contact Centre.


                         Europe                   Asia                    Americas                  Oceania
                                                  Room 1804               The Lincoln Building      Suite 2, Level 16
                         United Kingdom
                                                  Hopewell Centre         60 East 42nd Street       1 Castlereagh Street
                         12 Great George Street
                                                  183 Queen’s Road East   Suite 2918                Sydney
                         Parliament Square
                                                  Wanchai                 New York, NY 10165        NSW 2000
                         London SW1P 3AD
                                                  Hong Kong               USA                       Australia
                         United Kingdom
                         T +44 (0)870 333 1600    T +852 2537 7117        T +1 212 847 7400         T +61 2 9216 2333
                         F +44 (0)20 7334 3811    F +852 2537 2756        F +1 212 847 7401         F +61 2 9232 5591
                         contactrics@rics.org     ricsasia@rics.org       ricsamericas@rics.org     ricsoceania@rics.org



                         Rest of Europe           Africa                  Middle East               India
                         Rue Ducale 67            PO Box 3400             Office F07, Block 11      48 & 49 Centrum Plaza
                         1000 Brussels            Witkoppen 2068          Dubai Knowledge Village   Sector Road
                         Belgium                  South Africa            Dubai                     Sector 53, Gurgaon – 122002
                                                                          United Arab Emirates      India
                         T +32 2 733 10 19        T +27 11 467 2857       T +971 4 375 3074         T +91 124 459 5400
                         F +32 2 742 97 48        F +27 86 514 0655       F +971 4 427 2498         F +91 124 459 5402
                         ricseurope@rics.org      ricsafrica@rics.org     ricsmiddleeast@rics.org   ricsindia@rics.org

								
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