Complaints And Dispute Resolution Procedures

Our Commitment

Darling Realty – Lincoln Darling Real Estate is committed to providing professional and high-quality service. If something goes wrong, we want to know about it. We take complaints seriously and are committed to listening carefully, responding promptly, and working with you to put things right wherever possible.

Purpose of This Policy

This policy outlines our internal complaints and dispute resolution process. It is designed to provide a simple, fair, and personalised way to resolve concerns about the service you have received from our agency.

How to Make a Complaint

Please contact: Darling Realty – Lincoln Darling Real Estate on 03 473 1721 and ask to speak with the manager, Lincoln Darling.

Please tell us:

Who your complaint relates to

The nature of your concerns

What outcome you are seeking

Written Complaint (if required)

The manager may ask you to put your complaint in writing to allow it to be properly investigated. This may involve speaking with the team members concerned.

Our Response

We will acknowledge your complaint within 2-3 working days and investigate and respond within 10 working days with a proposed resolution where possible. Our response may be provided in writing. As part of this process, we may invite you to meet with members of our team to discuss the complaint and attempt to reach an agreed resolution.

Proposed Resolution

If we are unable to reach an agreed resolution after a meeting, or if you choose not to meet with us, we will provide you with a written proposal outlining how we suggest resolving the complaint.

Your Response

If you do not accept our proposal, please advise us in writing within 10 working days. You may also suggest an alternative resolution.

Mediation

If we do not accept your proposed resolution, we may invite you to participate in mediation. If mediation does not resolve the complaint, or if either party does not agree to mediate, this will conclude our internal complaints process.

External Complaints

You may make a complaint to the Real Estate Agents Authority (REAA) at any time. You do not need to complete our internal complaints process before contacting the REAA, and using this process does not affect your right to do so.

The Real Estate Agents Authority
c/- PO Box 25-371
Wellington 6146
New Zealand

Phone 0800 for REAA or 0800 367 7322