Please contact Mike Leahy of Mike’s Real Estate, explain who you are complaining about and what your concerns are. Let Mike know what you would like done about your complaint. Be aware that depending on the nature of the complaint that you may be asked to provide a brief written statement documenting your concerns to assist in reaching a satisfactory outcome before any further action can be taking.

1. Mike will need a brief period of time to talk to the team members involved. We promise to come back to you within 10 working days with a response to your complaint. That response may be in writing. As part of that response, we might ask you to meet with members of our team to discuss the complaint and try and agree to a resolution.

2. If we are unable to come to an agreed resolution after a meeting, or if you don’t wish to meet with us, then we will provide you with a written proposal to resolve your complaint.

3. If you do not accept our proposal please try and advise us in writing within 5 working days. You can, of course suggest another way of resolving your complaint.

4. 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.

5. If we agree to mediate the complaint but don’t settle the complaint at mediation, or we do not agree to mediate the dispute then that will be the end of our process.

6. You can still make a complaint to the Real Estate Agents Authority in the first instance, and even if you use these procedures, you can still make a complaint to the Real Estate Agents Authority at any time.

The Real Estate Agents Authority

c/- PO Box 25-371

Wellington 6146

New Zealand

Phone 0800 for REAA or 0800 367 7322