Complaints Procedure.

Last updated · July 2026

Real Estate Specialists Limited t/a agenté (RES) will ensure that any complaints or disputes that may arise are addressed quickly and professionally. This procedure complies with Rule 12 of the Real Estate Agents Act (Professional Conduct and Client Care) Rules 2012. At any stage, you retain the right to contact the Real Estate Authority (REA) independently — you do not need to go through us first.

Our six-step process

1. Get in touch. Contact Mike Goatley directly by phone on 027 249 5561 or by email, describing your complaint and what outcome you're looking for.
2. Put it in writing. We may ask you to put your complaint in writing so we can properly investigate. We promise to come back to you within 10 working days with a response.
3. A resolution proposal. If the matter isn't resolved through discussion, we'll put together a written proposal for how we think it should be resolved.
4. Your response. You have five working days to accept the proposal, decline it, or suggest an alternative.
5. Implementation or mediation. Accepted resolutions are actioned straight away. If a proposal is declined, we'll look at mediation as the next step.
6. If it's still unresolved. If mediation fails or isn't accepted, our internal process ends there — but you can still take the matter to the Real Estate Authority at any time.

Contacting the Real Estate Authority

The Real Estate Authority (REA) is the independent government regulator for the real estate industry in New Zealand. You can contact them directly at any point, whether or not you've been through our internal process.

Talk to us first

Most concerns are sorted out fastest with a direct conversation. If something's not right, please contact us — we'd much rather hear about it and put it right than have you walk away unhappy.