All agencies must have a documented process for handling complaints which should provide the quickest way to resolve any concerns at this initial level.
Should this not be possible, the issue may be filed directly to the Real Estate Agents Authority citing grounds for complaint under the Real Estate Agents Act 2008.
In-House Complaints and Dispute Resolution Procedures
Bellamy’s Real Estate Limited complaints and dispute resolution procedures are designed to provide a simple and personalised process for resolving any issue you might have about the service you have received from our agency.
Please call us and speak to the Principal Agent (Mr Kim Franklin - Partner) in the first instance who is available on 021 570 650 or 0800 741 147. Should this person not be available, please ask to speak to Mr Mike Early, the other Partner. Please convey who you are dealing with and what your concerns are and how you would like this situation resolved. The Partner may ask you to put your situation in writing so this can be investigated further. The Partner will need a brief period of time to talk to the people involved. They will come back to you within ten (10) working days with a response to your concern. That response may, or may not be in writing. As part of this response we may ask you to meet with the Partner and any/all associated people to discuss the situation and try to agree upon a resolution.
If we are unable to come to an agreed resolution after a meeting, or if you do not wish to meet with us, then we will provide you a written proposal to resolve the issue. If you do not accept our proposal please advise us in writing within five (5) working days from receiving such document. You can, of course, suggest another way of resolving the issue at any time. 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. If we agree to mediate the situation but don’t settle the concern at mediation, or we do not agree to mediate the dispute then that will end our process.
You can still file a complaint to the Real Estate Agents Authority in the first instance, even if you have already started using our procedure. You are able to make a complaint to the Real Estate Agents Authority at any time.