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Complaints and Dispute Resolution

In-House Complaints and Dispute Resolution Procedures

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

Step 1: Call us and speak to the Manager. Gower Buchanan on 027 448 4943. Tell the Manager what 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 they can investigate it. The Manager will need a brief period of time to talk to the team member/s involved. We promise to come back to you within 7-10 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 to a resolution.

Step 3: If we are unable to come to an agreed resolution after a meeting, or if you do not wish to meet with us, then we will provide you with a written proposal to resolve your 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: If we agree to mediate the complaint but do not 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 367 732, c/
PO Box 25 – 371 Wellington 6146 New Zealand