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 agency.

STEP 1: Call us and speak to the First National Wanaka Principal , Lynette Winsloe on 03 443 0470 or 021 437 171 explaining who you are complaining about and what your concerns are. Alternatively you could email her at  lynette@fnwanaka.com

STEP 2: Our Principal may ask you to put your complaint in writing so that it can be investigated. She will need a brief period of time to talk to the team member(s) 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 the Principal might ask you to meet with members of the team to discuss the complaint and try and 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 your complaint.

STEP 4: If you do not accept our proposal we respectfully ask you to 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
c/- PO Box 25-371
Wellington 6146
New Zealand
Phone 0800 for REAA or 0800 367 732
www.reaa.govt.nz or 
E-mail: info@reaa.govt.nz
 
A Licensee must ensure that prospective clients, clients and customers are aware that they may access the REAA's complaints process without first using the           in-house procedures, and that any use of the in-house procedures does not preclude their making a complaint to the REAA.