Complaints Process

Ray White Bream Bay is committed to resolving concerns promptly, fairly and professionally. This in-house process is provided in accordance with Rule 12 of the Real Estate Agents Act (Professional Conduct and Client Care) Rules 2012.

You do not have to use our in-house process. You may make a complaint directly to the Real Estate Authority (REA) at any time, whether or not you also raise the matter with us.

In-house complaints and dispute resolution procedure

Step 1: Tell us about your concern

Contact the Business Owner or Branch Manager responsible for the salesperson or property manager concerned. Explain what happened and the outcome you are seeking.

Step 2: Investigation and response

We may ask you to put the complaint in writing. The Owner or Manager will speak with the people involved and aims to respond within ten working days. The response may be in writing and may include an invitation to meet.

Step 3: Proposed resolution

If the matter is not resolved through discussion, or you do not wish to meet, we will provide a written proposal where appropriate.

Step 4: Your response

If you do not accept the proposal, please tell us in writing within ten working days. You may suggest another way to resolve the complaint.

Step 5: Agreement or mediation

If your proposed resolution is accepted, it will be implemented as soon as practicable. If it is not accepted, mediation may be proposed.

Step 6: Completing the in-house process

If mediation is not agreed to or does not resolve the complaint, the in-house process will conclude. You may contact the Real Estate Authority at any stage.

Privacy complaints

Concerns about personal information will be handled in accordance with the Privacy Act 2020 and applicable privacy policies. You can also contact the Office of the Privacy Commissioner.

Contact the Business Owner

Aaron Ratcliffe
Business Owner
Ray White Bream Bay
Unit 6, 30 Rauiri Drive
Marsden Cove, Whangarei District 0118

Email: aaron.ratcliffe@raywhite.com
Mobile: 021 180 0702
Office: 09 433 0334

Ray White Bream Bay takes complaints seriously and uses feedback to improve its service.