Enquiry policy

RICS receives a range of enquiries from both Members and consumers on technical and ethical aspects of surveying work. The following policy outlines the approach to what we can and cannot answer.

1. First and foremost this is a service to RICS Members. We will try to be helpful when we can to non-Members and consumers but there are specific things that we will not do namely:
   o    Undertake a review of Members work
   o    Provide the equivalent of paid professional advice
   o    Advise consumers or non-members on technical aspects of surveying
   o    Provide a judgement call on individual professional conduct of RICS Members.
   
2. If consumers of RICS Member services are unhappy with the work by a RICS Member then  we can provide direction on how to handle a complaint by first using the member’s Complaint’s Handling Procedure and where necessary Raising Concerns about Regulated Members (rics.org).
   
3. Questions from RICS Members on ethical or technical aspects of their surveying work will be prioritised. Often we are reliant on subject matter experts to provide insight so these enquiries may take a few days to resolve, particularly if they are complex.
   
4. RICS will treat Members as the highly competent qualified professionals that they are. In the vast majority of cases RICS will point out relevant information, knowledge or ideas that the Member should consider but in the vast majority of cases they will need to use some form of professional judgement. RICS cannot provide definitive advice on individual cases. It would not be appropriate to do so and RICS does not have the professional indemnity insurance to do this.
   
5. Students and those new to the profession will be pointed to relevant resources to assist with their continuing development.
   
6. The standards, guidance and knowledge that RICS provides Members can often be used in dispute resolution and court proceedings as the definition of best practice. Therefore RICS needs to consider carefully the answers it provides to enquiries. In most cases our aim is to provide the enquirer with the existing definitive best practice in a certain area to inform their professional judgement. Categorical answers to individual cases could set precedents and unintended consequences as well as undermine any professional judgment that our members have or could take in the course of their work. Some enquiries are overtly or covertly disputes, and RICS needs to be careful not to get drawn into these disputes by quoting categorically our opinion. We often do not receive the full details and circumstances of a dispute, hearing one side only, and it is inappropriate to comment.
7. In instances where we refer to Government or third-party materials to support an answer, we take no responsibility for the veracity of that content
8. The vast majority of interaction will be written email. This is to ensure there is a full audit trail between the enquirer and RICS. If a telephone conversation is required then this will be followed up with an email to cover what was discussed.