Complaints Procedure

Introduction

We are committed to providing you with the best possible customer service.

If you have a complaint, we will do everything possible to resolve the matter in a prompt and professional manner.

All licensed real estate agents are required to have a written in-house complaints and dispute resolution procedure. That procedure is set out below:

You do not have to use our complaints and resolution procedure. You may make a complaint directly to the real estate Agents Authority at any time. You can make a complaint to the Real Estate Agents Authority even if you choose to also use our procedures

In-house Complaints and Dispute Resolution Procedures

Complain to the Company first. Our complaints and dispute resolution procedures are designed to provide a simple and personalised process for resolving any complaint you might have about the service you have received from our agency.

STEP 1: Call us and speak to the Licensee Manager: Nick Horton +64 21 530 000 or email on [email protected]. Tell the manager who you are complaining about and what your concerns are. Let the manager know what you would like done about your complaint.

STEP 2: The manager may ask you to put your complaint in writing so that he or she can investigate it. The manager will need a brief period of time to talk to the team members involved. We promise to come back to you within 10 working days with a response to your complaint. That response may be in writing. As part of that response we might ask you to meet with members of our team to discuss the complaint and try to agree a resolution.

STEP 3: If we are unable to come to an agreed resolution after a meeting, or if you don’t wish to meet with us, then we will provide you with a written proposal to resolve the complaint

STEP 4: If you do not accept our proposal, please try and advise us in writing within five working days. You can, of course, suggest another way of resolving your complaint.

STEP 5: If we accept your preferred resolution. we will attempt to implement that resolution as soon as possible. If we decline your preferred resolution, we may invite you to mediate the dispute

STEP 6: It we agree to mediate the complaint but don’t settle the complaint at mediation, or we do not agree to mediate the dispute, then that will be the end of our process

Remember: You can still make a complaint to the real estate Agents Authority in the first instance and, even if you use these procedures, you can still make a complaint to the Real Estate Agents Authority at any time.

The Real Estate Agents Authority

Phone 0800 for REAA or 0800 367 7322