Complaints Handling
Complaint Handling & Dispute Resolution Policy
If you have a complaint about our services, we encourage you to bring it to our attention so we can work with you to resolve the matter promptly and fairly.
Your complaint will be reviewed by Grace Healey, Licensee in Charge, who will work with you and the relevant members of our team to ensure your concerns are carefully considered and addressed in accordance with this complaints handling process.
All complaints are treated seriously and handled in strict confidence. If it becomes necessary to discuss any matters arising from your complaint with someone outside our business, we will seek your consent before doing so.
You will always be given a fair opportunity to explain your concerns and provide any relevant information. We encourage you to outline your complaint as clearly as possible so we can properly assess the matter. Where appropriate, we may arrange a meeting with you to discuss the issue and work towards a satisfactory resolution.
Acknowledgement
We will acknowledge receipt of your complaint within 2 buisness days.
Investigation
We will review the details and may contact you for additional information.
Resolution
We aim to resolve most complaints within 5 buisness days where possible.
How we may resolve your complaint
Our team aims to resolve complaints in a fair and practical manner. This may include:
If you are not satisfied
We will always do our best to resolve any concerns promptly and fairly. However, if you are not satisfied with the outcome, you may refer the matter to NSW Fair Trading for further assistance.
NSW Fair Trading handles enquiries and complaints relating to real estate services.
How to Make a Complaint
If you wish to lodge a complaint, please contact us using one of the methods below and provide as much detail as possible so we can review the matter promptly.