"WHAT TO DO IF YOU HAVE A COMPLAINT ABOUT"
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 email@example.com 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 firstname.lastname@example.org standards and ethics, attaining RICS status is the recognised Contact Centre: mark of property professionalism. E email@example.com 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 firstname.lastname@example.org email@example.com firstname.lastname@example.org email@example.com 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 firstname.lastname@example.org email@example.com firstname.lastname@example.org email@example.com