Built Logic

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Client complaint to final response, redress referral and lessons

We take off your hands: logging each complaint, keeping to the response timetable, drafting replies and diarying insurer deadlines for possible claims.

You get: a complaints log with every deadline, draft replies for your responsible manager to review, and insurer deadlines diaried for anything that may become a claim.

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The problem

Complaints sit in someone's inbox and we only notice the deadline when the client goes to the ombudsman.

How the steps join up

It starts when: a client complains about your practice's service or a report.

  1. Sort shared inboxes like accounts@ and info@ and route each email to the right person

  2. Log client complaints, track the response timetable and draft replies for review

    Your team checks and decides at this step.

  3. Spot claims and possible claims in incoming letters and emails and diary the insurer notification deadline

    Your team checks and decides at this step.

  4. Find past project documents, reports and correspondence in seconds

  5. Keep a log of near misses, complaints and claims and prepare the PI renewal pack

  6. Find the themes that keep coming up in client feedback

  7. Keep the practice's RICS company registration, annual return and regulatory obligations on track

What you end up with: The complaint is logged, acknowledged and answered within the practice's procedure, possible claims reach the PI insurer in time, unresolved consumer complaints are pointed to the redress provider with a full file, and themes feed back into practice risk and RICS reporting.

Who signs it off: Your responsible manager or partner approves replies and redress. Your PI partner decides on telling the insurer. Directors approve procedure changes.

What it needs to work

  • A published complaints procedure naming the redress provider
  • A complaints log

If those aren’t in place yet, you’ll hear that before anything gets built.

Who it’s for

  • Surveyors and cost consultants

Where this joins up

What would this cost for your team?

Answer questions about your company and how this work runs today. You see an indicative estimate of the hours back, what that time is worth and the price when you send your details.

Get a price for this

Or check first: Are we ready for AI?