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Batch B – Application Cards (Scenarios)

7 important questions on Batch B – Application Cards (Scenarios)

A client asks you to proceed without a signed Letter of Engagement to save time. What do you do?

Decline to proceed. Explain that a Letter of Engagement protects both parties and is a mandatory RICS Client Care requirement before any work commences. Offer to fast-track the document — but do not start work without it. Proceeding without one exposes both parties to significant risk.

You discover mid-project that you act for both the client and the contractor in a related matter. What steps do you take?

Stop immediately. Disclose the conflict in writing to both parties. Assess if it can be managed with informed consent and information barriers. If not manageable — cease acting for one or both. Document every step. Failing to act = breach of RICS Rules of Conduct Rule 3 (Integrity).

A client complains your fees exceeded the agreed estimate without warning. How do you respond?

Apply H.E.A.T. — Hear, Empathise, Apologise, Take Action. Review if fee changes were communicated and agreed in writing before extra work. If not — this is a Client Care breach. Resolve with a fee adjustment, issue a revised invoice, and update internal procedures to prevent recurrence.

Your firm is winding down. What Client Care obligations remain after closing?

Notify all active clients in writing, arrange file handover to successor firm, maintain run-off PII cover for the minimum RICS-required period, ensure the CHP remains accessible for prior instructions, and notify RICS of the firm's cessation. Obligations do not end at closure.

A client requests a service outside your competence. What should you do?

Decline to provide the service — honesty about capability is a core RICS value. Refer the client to an appropriately qualified professional in writing. Document the referral. Proceeding outside your competence risks negligence claims and breaches RICS Rules of Conduct Rule 2 (Good-quality service).

A client requests a variation outside the original agreed scope. How do you manage Client Care?

Do not proceed until scope is agreed in writing. Issue a written variation to the Letter of Engagement confirming revised scope, fee, and timeline. This protects both client and consultant. Failing to update the LOE creates scope creep, fee disputes, and professional liability exposure.

A client is dissatisfied with your final report. What is your formal process?

Activate the Complaints Handling Procedure (CHP): 1) Acknowledge complaint in writing within 24 hours. 2) Investigate thoroughly and impartially. 3) Issue a formal written response within the CHP timeframe. 4) If unresolved, refer to RICS Dispute Resolution Service (DRS). Apply H.E.A.T.: Hear, Empathise, Apologise, Take Action.

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Client Care – MRICS APC 2026 (Mandatory L2)

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Batch B – Application Cards (Scenarios)

7 important questions on Batch B – Application Cards (Scenarios)

A client asks you to proceed without a signed Letter of Engagement to save time. What do you do?

You discover mid-project that you act for both the client and the contractor in a related matter. What steps do you take?

A client complains your fees exceeded the agreed estimate without warning. How do you respond?

Your firm is winding down. What Client Care obligations remain after closing?

A client requests a service outside your competence. What should you do?

A client requests a variation outside the original agreed scope. How do you manage Client Care?

A client is dissatisfied with your final report. What is your formal process?

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