IN-HOUSE COMPLAINTS RESOLUTION PROCEDURE

In accordance with Rule 8.1 of the Real Estate Agents Act (Professional conduct and client care rules 2012)

 

Our commitment

We aim to ensure that:

- Making a complaint is as easy as possible

- We treat your complaint seriously

- We deal with your complaint promptly and in confidence

- We learn from complaints and use them to review and improve our service

 

What is a complaint?

- A complaint is when you tell us you are not happy about the service we provide.

- It can be about anything and could include

- When we do not deliver a service on time

- When we give you the wrong information

- When you receive a poor quality service

- When you have a problem with a member of staff

 

How to make a complaint:

If you wish to make a complaint you can contact us by email at john@cutlers.co.nz or donald@cutlers.co.nz  

Your complaint will be fully investigated and a response issued within 10 working days. If you are unhappy with the response you can contact the following people:-

John Cutler | Principal | 027 232 2913

Donald Muldrew | Sales Manager| 027 436 2457

 

Response Times:

We will acknowledge receipt of your complaint within 2 working days.

We will issue a full response within 10 working days.

If there is a delay in responding we will keep you informed of our progress.

 


Professional Conduct and Client Care 2012

Approved Guide- Agency Agreements

Approved Guide- Sale and Purchase Agreements