Definition

In an APC context, a client complaint is any formal expression of dissatisfaction about the standard of service, advice, or conduct provided by a surveyor or their firm. The RICS Rules of Conduct (effective 2 February 2022) require all regulated firms to operate a complaints handling procedure and to publicise it to clients. A complaint is not the same as a professional negligence claim, although the two can overlap if the client suffers a quantifiable loss.

Why this matters for Client Care

  • At Level 2 you must describe how a complaint is received, investigated, and resolved under your firm's procedure, linking each step to the RICS requirements.
  • A building surveyor who identifies defects incorrectly, or fails to communicate limitations clearly, faces significant exposure to complaints and negligence claims.
  • The RICS Rules of Conduct require firms to have a complaints handling procedure and to signpost clients to an approved redress scheme if the complaint cannot be resolved internally.
  • Complaint handling connects directly to Rule 5 (competent service) and Rule 1 (honesty and integrity).
  • Assessors frequently use a complaint scenario as a proxy for the candidate's understanding of professional accountability, insurance, and limitation of liability.

Key principles

Receiving and acknowledging the complaint

The first obligation is prompt acknowledgement — typically within three to five working days. The acknowledgement should confirm receipt, identify who is handling the complaint, and state the expected timeframe for a full response. Avoid defensiveness or premature admissions before the complaint has been investigated.

Investigation and record keeping

A complaint investigation requires the surveyor to pull together all relevant evidence: the instructions letter, the survey report, site notes, photographs, and any subsequent correspondence. The investigation must be conducted by someone sufficiently senior and, where the complaint is serious, independent of the original instruction. Every step must be documented in case the matter escalates.

Response and resolution

A written substantive response must address each point raised by the client. Where the surveyor has fallen short of the required standard, the response should acknowledge this, explain what went wrong, and set out the proposed remedy. Where the complaint is not upheld, the reasoning must be explained in plain language, along with the client's right to escalate to an approved redress scheme.

Escalation and redress

RICS-regulated firms must be members of an approved redress scheme — for most residential surveying work this is the Property Redress Scheme or The Property Ombudsman. If the internal process is exhausted and the client remains dissatisfied, they may pursue the matter through the redress scheme or, in cases of alleged negligence, through civil litigation. The firm's professional indemnity insurer must be notified promptly — late notification can prejudice coverage.

Relevant RICS guidance and legislation

  • RICS Rules of Conduct (effective 2 February 2022) — Rule 5 requires competent service; the supporting guidance requires a documented complaints procedure and approved redress scheme membership.
  • Consumer Rights Act 2015 — implies a term into service contracts that the service will be performed with reasonable care and skill; breach of this term underpins most surveying negligence claims.
  • Limitation Act 1980 — a client generally has six years from the date of breach to bring a negligence claim, so records must be retained accordingly.

Ethics and Rules of Conduct angle

Rule 1 (honesty and integrity) and Rule 5 (competent service) are the twin pillars of complaint management. A surveyor who attempts to conceal a genuine error — rather than acknowledging it openly — risks a far more serious disciplinary outcome than the original error itself. Rule 3 (responsibility to the profession) also applies: how members handle complaints directly affects public confidence in RICS.

APC-style Q&As

Q (Level 1)What must an RICS-regulated firm have in place to handle client complaints?

A documented complaints handling procedure, publicised to clients, and membership of an approved redress scheme so that clients have an independent route of escalation if the firm cannot resolve the complaint internally.

Q (Level 1)Within what timeframe should a complaint typically be acknowledged?

Promptly — usually within three to five working days. The acknowledgement should confirm who is handling the matter and the expected timeline for a substantive response.

Q (Level 2)A client complains that significant structural defects were not mentioned in your building survey report. How would you investigate?

I would retrieve the original instructions letter, the agreed scope of inspection, the survey report, site notes, and photographs. I would check whether the defects fall within the agreed scope and whether the limitations section was clearly communicated. I would document every step and, if there is a potential negligence exposure, notify my firm's professional indemnity insurer promptly.

Q (Level 2)When would a surveyor be right to uphold a client complaint, and what should the response contain?

A complaint should be upheld when the evidence shows the surveyor fell below the standard of a reasonably competent surveyor in that specialism. The response should acknowledge what went wrong, explain the proposed remedy, and remind the client of their right to escalate to the approved redress scheme if they remain dissatisfied.

Q (Level 3)A client who received a Level 3 Building Survey is threatening court action, claiming you failed to identify a significant crack in a party wall that later required £40,000 of remediation. How do you respond?

(example) My first step is to notify my professional indemnity insurer immediately — late notification can prejudice coverage. I then review the report and site notes to establish whether the crack was visible at inspection and whether my scope covered the party wall. If the crack was visible and I failed to report it, the client may have a valid claim under the Consumer Rights Act 2015. I respond in writing, avoid admissions outside insurer guidance, provide the redress scheme details, and maintain a complete contemporaneous record throughout.