Complaints

Raine & Horne are committed to handling any complaints or disputes professionally, fairly and promptly.

Our offices

The Raine & Horne Group is made up of independently owned and operated franchise offices. Each office is required to comply with relevant state and territory legislation as well as our network's policies and values. Business owners must uphold a duty of care, and deliver upon all reasonable customer expectations in the delivery of their appointed real estate duties.

Realestate Authority - REA 2008

The Realestate Authority is the independent, government regulatory body for the real estate industry in New Zealand. They provide independent oversight of the real estate industry, ensure a high standard of service and professionalism within the industry, and provide increased protection for buyers and sellers of real estate.

For more information visit www.rea.govt.nz

Our complaints process

Your first point of call should be with the Sales Representative or Property Manager, of which the matter is regarding - you may wish to do this via email, phone or if appropriate, in person. If you are not satisfied with the outcome or you are unable to discuss the matter properly, you should make contact with the business owner/operator of the particular office. You can do this via the "Contact Us" form on the office's website or via phone/email. If you feel that your concerns have not been resolved, please contact using the below form:

The following Question/Answer format may also be helpful:

Q: How will we handle your complaint?

A: Our Business Support Manager will administer the complaint’s process. This person is responsible for liaising with you and with the relevant office, to ensure that the issues you have raised are fully examined, and that your complaint is handled in accordance with this process.

We will treat the process, and all the details of your complaint, in strict confidence. If we need to discuss any issues arising from your complaint with another person(s) outside of the office, we will obtain your consent first.

Q: How long will the process take?

A: We will endeavour to resolve your complaint as soon as possible. However, the length of time will depend on the nature and complexity of the issues you have raised.

You will receive acknowledgment of receipt of the complaint from us within two business days. We will give you an estimate of how long it may take our office to deal with the matter, and we will endeavour to finalise the matter within five business days.

Q: What action will we take in response to your complaint?

A: If we decide that your complaint is justified, we will then decide what action should be taken in response. We will always try to match our response to the nature of your complaint and your desired outcome, however this may not always be possible.

The following are some of the responses we may action:

• Take necessary steps to rectify the problem or issue you have raised
• Provide you with additional information or advice so you can understand what has transpired or how we have dealt with it, and/or
• Take steps to change our Policies or Procedures, if your complaint identifies a problem within our Organisation.

What if you are still unhappy?

Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you may want to seek advice from your legal representative.