Summary: Client Care – Mrics Apc 2026 (Mandatory L2)

Read the summary and the most important questions on Client Care – MRICS APC 2026 (Mandatory L2)

• 1 Client Care – MRICS APC 2026 (Mandatory L2)

• 1.1 Batch A – Knowledge Cards (Definitions)

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• What is "Client Care" as defined under RICS obligations?

  The continuous process of identifying clients, categorising their nature,understanding appropriate behaviour towards them, building good relationships,and handling complaints and feedback — delivered through professionalism, trust,competency, clear communication, and integrity.

• What is the difference between a client and a customer?

  A customer has a short-term transactional interaction with a firm. A client has along-term relationship requiring personal attention, continuity, and trust. Clientsuse services over a longer period and warrant more tailored engagement.

• What is a Client Brief and what must it contain?

  A: A recorded document that guides the project and aligns all stakeholders. It must contain: project definition/background, time/cost/quality objectives,statement of need, project success criteria (KPIs), and a strategic brief outliningthe client's aspirations and goals.

• What is a Complaint Handling Procedure (CHP) and what must it include?

  A formal, documented procedure every RICS firm must have. Must include: (1) how to receive and record complaints, (2) timescales for acknowledgement and response, (3) a final written response, and (4) referral to RICS Dispute Resolution Service if unresolved.

• What must a Letter of Engagement contain under RICS requirements?

  Scope of services, fee basis and payment terms, client and firm obligations, Complaint Handling Procedure, PII insurance details, limitation of liability (if applicable), and confirmation that RICS rules govern the appointment. Must be issued before work commences.

• What is Professional Indemnity Insurance (PII) and why is it required by RICS?

  PII protects clients against financial loss caused by a surveyor's negligent advice or service. RICS mandates adequate PII as a condition of firm regulation — the level must be proportionate to the firm's activities and risk exposure.

• What is "run-off cover" in the context of PII, and when is it required?

  PII that continues to cover a firm or individual AFTER they cease practice, protecting against claims arising from past work. Required for a minimum period under RICS rules to ensure clients remain protected even when the firm no longer operates.

• What are the five RICS Rules of Conduct for Firms?

  1. Honesty and integrity — comply with professional obligations
  2. Maintain professional competence — work done by competent individuals
  3. Provide good-quality, diligent service
  4. Treat others with respect — promote diversity and inclusion
  5. Act in the public interest — take responsibility — prevent harm — maintain public confidence

• What is a conflict of interest in Client Care, and how must it be managed under RICS rules?

  A conflict arises when a surveyor's personal or professional interests could compromise their duty to the client. RICS requires: disclose the conflict in writing, obtain informed client consent, apply information barriers — or decline to act if the conflict cannot be properly managed.

• What is the difference between a retainer and an ad hoc appointment?

  Retainer: ongoing appointment with regular fees for availability/continuous service. Ad hoc: one-off instruction for a specific task. Both require a Letter of Engagement, but differ in scope, duration, fee structure, and the extent of ongoing obligations.