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Landlord Complaint Procedure

At Ray White Gisborne our goal is to provide all clients with the best customer experience possible. We welcome the opportunity to improve our service, and if you feel like your experience with us has not been the best we encourage your honest feedback. 

If you do have any complaint to make or concerns to raise, it is our promise to you that our management team will respond and begin investigations within 24 hours of receiving notification of any concerns you may have. Also, if you are unsatisfied with our service or any other interaction with our team, or simply have feedback you wish to pass on, please take the following steps:

Step 1: Your property manager is the first point of contact and we recommend that you please begin any complaint process by attempting to resolve this with them directly.

Step 2: If Step 1 is not appropriate or successful, please contact our Director, Hamish Harrison on 022 322 8932  and clearly identify that you are making a complaint, the details surrounding any complaint or concerns you have. 

To ensure we can provide you with the best outcome, it also helps at this stage to inform us of how you would ideally like to see your complaint or concerns resolved. Our Directors may ask you to put your complaint in writing to ensure all steps are properly recorded. 

Step 3: We request a reasonable timeframe to ensure we investigate your specific concerns or situation thoroughly, however, we promise to respond in no more than five working days with a formal follow-up to your complaint. This response will likely be in writing. Part of the resolution process may require us to meet with you personally if needed to ensure the situation is resolved properly. 

Step 4: If it is required to meet with you personally and we are unable to come to an agreed resolution, or if you do not wish to meet with us, we will provide you with a written proposal outlining our plan to resolve your complaint or concerns. 

Step 5: If you do not wish to accept our proposal, please advise us in writing within five working days of its receipt. You can, of course, suggest another way of resolving your complaint or concerns. 

Step 6: 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 7: If we agree to mediate but cannot reach an agreement to settle your complaint or concerns, the process will conclude and we will direct you to your next available avenue. E.g. Tenancy Tribunal.

All the complaints received are fully investigated and regular updates are sent to ensure transparency of the process and steps being taken to resolve your concern. 

Similarly, if you want to commend our team, we pass your good words onto them and to their leadership team so that great work is celebrated and appreciated.

Please complete the feedback form for us to immediately attend to your complaints.