In accordance with Rule 12 of the Real Estate Agents Act 2008 YOU. Realty Ltd has a written in-house procedure to deal with complaints. Our in-house complaints and resolution procedure is as follows.You do not have to use our complaints and resolution procedure. You may make a complaint directly to the Real Estate Authority at any time. You can make a complaint to the Real Estate Authority even if you choose to also use our procedures.Our In-house Complaints and Dispute Resolution Procedures are designed to provide a simple and personalised process for resolving any complaint you might have about the service you have received from our agency.STEP 1: Call us and speak to the Principal Nicola (known as Nikki) Ryan. You can contact Nikki on 027 253 3793. Tell Nikki who you are complaining about and what your concerns are. Let her know what you would like done about your complaint.STEP 2: Nikki may ask you to put your complaint in writing so that she can investigate it. Nikki will need a brief period of time to talk to the team member/s 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 may ask you to meet with member/s of our team to discuss the complaint and try to agree on a resolution.STEP 3: 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.STEP 4: If you do not accept our proposal, please try and advise us in writing within five working days. You can, of course, suggest another way of resolving your complaint.STEP 5: 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.STEP 6: 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.Remember: You can still make a complaint to the Real Estate Authority in the first instance and, even if you use these procedures, you can still make a complaint to the Real Estate Authority at any time.The Real Estate Authority c/ - PO Box 25 – 371 Wellington 6146 New Zealand Phone 0800 for REAA or 0800 367 7322