Bayleys North Shore Residential Complaints Procedure
At Bayleys North Shore Residential we are committed to providing you with excellent customer service.
If you have a complaint, we will do everything possible to resolve the matter in a prompt and professional manner.
Steps to follow if you have a complaint:
You have the option to follow our complaints procedure or
• Complain direct to the Real Estate Agent Authority
• Complain to both us and the Authority at the same time
Our registered Company name is Stanaway Real Estate Limited
Bayleys North Shore
Licensed under the Real Estate Agents Act 2008
If you wish to follow our complaints procedure please take the following steps
1. Talk to the person you have been dealing with from Stanaway Real Estate Limited
If we have made a mistake, we would like an opportunity to resolve the problem. If there is a misunderstanding, we will attempt to clarify the situation.
If you do not feel it is appropriate to take this step please continue to step 2
2. Talk to the Branch Manager of the office you are dealing with
If you wish to take the matter further, please contact the manager of the office who will personally investigate your complaint and return to you with their findings.
When contacting the Branch Manager it is important to use the word “Complaint” so that he/she is in no doubt that you are beginning the complaint process.
• You will need to specify which licensee (salesperson) the complaint is about.
• The address of the property in relation to this complaint.
• Give a detailed explanation of the complaint.
• Give an indication of what you would like the company to do to resolve your complaint
Once the Branch Manager has received your complaint, he/she will investigate the complaint and will respond within 10 working days to try and resolve the matter with you.
• He/she will acknowledge he/she has received your complaint
• The Company cannot charge you for looking into your complaint
• The Company agrees not to take further action over any amounts in dispute, while it is working through the complaint
process.
You can contact the Branch Manager by phone, email or in writing.
Takapuna – Hayden Stanaway
B 09 489 0991
M 021 916 400
haydens@bayleysnorthshore.co.nz
Albany – Sheryl Campbell
B 09 414 0950
M 021 285 0402
sherylc@bayleysnorthshore.co.nz
Mairangi Bay – Debbie Jones
B 09 477 0200
M 021 412 530
debbiej@bayleysnorthshore.co.nz
3. Refer to our General Manager/Director
If you remain unsatisfied, you can write to our General Manager. The General Manager will review the situation in full and reply in writing within 10 working days and may invite you to attend a mediation.
Sue Stanaway
General Manager/Director
PO Box 331541
Takapuna
Auckland
B 09 489 0991
M 021 900 066
sues@bayleysnorthshore.co.nz
4. Going to the Authority
In the unlikely event you are not satisfied with our response/actions you may wish to complain to the Real Estate Agents Authority. To do this you can go to their website and follow the complaints procedure there.
www.reaa.govt.nz
