Making a complaint

Find out the process for making a complaint, and who to contact to make sure it is dealt with correctly.

How to make a complaint

Step 1: Contact the branch manager

The branch manager is responsible for managing and supervising salespeople and property managers and will take charge of any outstanding issues. 

Step 2: Contact our customer relations team

Residential:

Max House

Compliance Manager

Send email

Rentals:

Helen Hodgson

Property Management Operations Manager

hhodgson@barfoot.co.nz

Commercial:

John Urlich 

Manager

jurlich@barfoot.co.nz

In order for us to ensure we are dealing fairly with everyone involved Barfoot & Thompson has a formal complaints process. If your issue reaches head office level, it will go through this formal process.

Step 3: Real Estate Agents Authority (REAA)

We hope that your complaint has been resolved by this stage. If not, you can also make a complaint directly to the REAA. You do not have to have gone through our complaints process before doing this. 

The REAA is the government body that oversees and enforces the Real Estate Agents Act 2008. As a government body they have a formal process for dealing with complaints. Your complaints to the REAA must be sent on the provided form.

Need more detail on the process?