INTRODUCTION – All licensed real estate agents are required to have a written in-house complaints and disputes procedure. That procedure is set out here.  You do not have to use our complaints and resolution procedure. You may take 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 DISPUTES 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 services you have received from our agency. 

STEP 1 -  Call us and speak to the Company Director Tanya Lieven (ph 0274-527-845 or email This email address is being protected from spambots. You need JavaScript enabled to view it.). Tell the Director the nature of your concerns and the particular aspects.  Let the Director know what you would like done about your complaint.

STEP 2 -  The Director may ask you to put your complaint in writing so that she can investigate it.  The Director will need a brief period of time to talk to the team members involved.  We will come back to you within 10 working days with a response to your complaint.  The response may be in writing.  As part of the response we might ask you to meet with the members of our team to discuss the complaint to enable agreement on 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 your complaint.     

STEP 4 – If you do not accept our proposal please try and advise us in writing within 5 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 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, PO BOX 25 371, WELLINGTON 6146. PHONE 0800-for REAA or 0800-367-7322