Complaints Process

Our team are encouraged at all times to provide the very best possible service to our clients and customers.

If you have a complaint, we will do everything possible to resolve the matter in a prompt and professional manner.

In accordance with the Real Estate Agents Act 2008, the Real Estate Authority has set down under Rule 12 of the Code of Professional Conduct & Client Care Rules 2012 that all agencies must have a written in-house procedure for dealing with complaints and disputes and that clients and customers are aware of these procedures.

Matson & Allan Real Estate has an established customer complaint procedure designed to provide a simple and personalised process for resolving issues in the event that the service provided by our agency or salesperson licensee does not meet expectations of clients and customers.

We invite you in the first instance to make contact with a Matson & Allan Manager as set out in the following schedule: however, you do not have to use Matson & Allan’s Complaints & Disputes Resolution Procedures’.  You can make a complaint directly to the Real Estate Authority ( or phone 0800 367 7322) at any time even if you choose to also use our in-house procedures.

Click here to go to the REA website for information on How to Make a Complaint or use the below contacts.



Call us and speak to a Manager, tell the Manager who you are complaining about, what your concerns are and what you would like done in response to your complaint.


The Manager will detail your complaint, they may ask to meet with you in person or ask that you document the details I writing to assist with investigating it. The Manager will promptly (within 24 hours) talk to the team member(s) involved and obtain copies of any documents associated with the complaint.


The Manager will then make a response to you: this may be in writing or verbally depending on the matters concerned. As part of this response the Manager may ask to meet to discuss the complaint and endeavour to agree a resolution.


If unresolved the Manager will complete a client/customer complaint file and forward this to the General Manager and Director of Matson & Allan with all relevant information and documents.


If we are unable to come to an agreed resolution after a meeting (or if you don’t wish to meet with us) then we will provide you with a written proposal to resolve your complaint.


If our proposal is not acceptable, please advise us in writing, you can of course, suggest another way of resolving your complaint.


In the event that Step 4 or Step 5 resolves the matter we will proceed to implement the resolution terms as soon as practically possible.


Sometimes matters can be best settled by an independent mediator, should a resolution not be made we will discuss with you the options of mediation.


Should the option to mediate not be acceptable to both parties then that will be the end of Matson & Allan’s Complaints & Dispute Resolution Process.

If you have an issue with our service, we are always keen to help resolve it: Matson & Allan has strong core values and a proud record of many years business with the highest ethical standards. The sale & purchase of real estate often involves many major decisions and we recognise that on occasions concerns can arise and we welcome you to call us at any time.

The Real Estate Authority

c/- P.O Box 25-371

Wellington 6146

New Zealand

Phone 0800 367 7322



Our team are encouraged at all times to provide the very best possible service to our clients and customers. Please feel free to submit your feedback to us.