RICS Apologise
Dear Mr ???????
I have been provided with your contact information by Dr Antino.
I am writing to you to offer an unqualified and sincere apology. During engagement with Dr Antino, our team incorrectly stated that Mr Alex Frame had passed away. This was wrong. It should never have been said, and I am genuinely sorry for this mistake and any distress or inconvenience this may have caused you.
What happened
Following an internal review, we have established that the incorrect statement arose from a clerical error and a misunderstanding of an internal status note, compounded by a failure to apply our usual senior-check for any communication that references a person’s status or health. Regardless of how it happened, the responsibility is ours.
What we have done
We have written to Mr Frame to advise him of the error, apologise and correct the record unequivocally
We have written to Dr Antino, advised him of the error, apologised and offered to write any other third parties who he may have shared the incorrect information with to similarly apologise
We have amended our records and placed a prominent alert requiring senior approval for any external communication concerning similar status
We have briefed and provided further training and guidance to our teams
Words cannot undo what was said, but I want to be clear that we accept full responsibility for this error and are acting to put matters right.
On behalf of RICS, please accept my deepest apologies for this serious error.
Kind Regards
Belinda Howell
Executive Director, Regulation & Assurance Operations
e bhowell1@rics.org w rics.org