All licensed real estate agents are required to maintain a written, internal procedure for handling complaints and resolving disputes. The details of this procedure are outlined below.

You are not obligated to follow our internal complaints and dispute resolution procedure. At any point, you may file a complaint directly with the Real Estate Authority (REA). You have the option to lodge a complaint with the REA, whether or not you also use our in-house procedure.

Internal Complaints and Dispute Resolution Procedure

Our internal process is designed to offer a straightforward and personalized approach to resolving any concerns or complaints regarding the services you’ve received from our agency.

Step 1:

Contact us and speak with the Licensee Agent. Let the Licensee Agent know the details of your complaint, including who or what your complaint involves, and what you hope will be done to address it.

Step 2:

The Licensee Agent may ask you to submit your complaint in writing to allow for a more thorough investigation. The agent will need some time to speak with the relevant team members. We commit to providing a response to your complaint within five working days. This response may be in writing, and we may request a meeting with you to discuss the issue further in an effort to reach a resolution.

Step 3:

If a resolution cannot be reached after the meeting, or if you prefer not to meet, we will provide you with a written proposal for how we plan to resolve your complaint.

Step 4:

If you are unsatisfied with our proposed solution, please let us know in writing within five working days. You may also suggest an alternative solution that you feel would resolve the matter.

Step 5:

If we agree to your proposed resolution, we will implement it as quickly as possible. If we are unable to agree to your suggestion, we may propose mediation as a way to resolve the issue.

Step 6:

If we agree to mediate but are unable to resolve the issue through mediation, or if we decide not to mediate, this will conclude our internal process.