Complaints

We are big on improvement of service and ensuring that all of our clients are left satisfied after enlisting our services. Should you happen to be unhappy with the service you have received, we advise that you follow our complaints procedure.

Real Estate Sales

Our complaints process for purchasers is as follows:

• PC01 form is filled out 

• Meeting is held by leadership team about complaint, minutes recorded

• Copy of minutes provided to complainant

• Decision made by Principal in relation to complaint

• Outcome of complaint provided to complainant

If the complainant is not satisfied with the outcome of the complaint, the complainant can:

• Complain directly to the Real Estate Authority of New Zealand (REA)

• Complain directly to the Real Estate Institute of New Zealand (REINZ)

Our complaints process for purchasers is as follows:

• VC01 form is filled out

• Meeting is held by leadership team about complaint, minutes recorded

• Copy of minutes provided to complainant

• Decision made by Principal in relation to complaint

• Outcome of complaint provided to complainant

If the complainant is not satisfied with the outcome of the complaint, the complainant can:

• Complain directly to the Real Estate Authority of New Zealand (REA)

• Complain directly to the Real Estate Institute of New Zealand (REINZ)

Property Management

Our complaints process for landlords is as follows:

• The LC01 form is filled out either online or via paper.

• A member of the leadership team is assigned to the complaint.

• Complainant is contacted about their complaint.

• An internal meeting is held, minutes recorded.

• Landlord advised of outcome.

If the landlord feels that their complaint has not been sufficiently dealt with under our internal complaints procedure, the landlord can complain directly to the Real Estate Institute of New Zealand (REINZ).

Our complaints process for tenants is as follows:

• Complaint is received via online form or paper form.

• Complaint is assigned to a Property Manager.

• Property Manager to make contact with tenant.

• Property Management team to meet and discuss complaint, minutes recorded.

• Outcome and resolution decided and communicated back to tenant.

If the tenant is not satisfied with the outcome of the complaint, the tenant can:

• Complain directly to the Real Estate Institute of New Zealand (REINZ)

• Lodge a tribunal application to Tenancy Services in conjunction with the District Court (if dispute relates to the RTA).