Lugtons process


Complaints and Disputes

Resolution Procedures

It’s not often things go wrong, but when they do here is how we can help

All licensed real estate agents are required to have a written in-house complaints and dispute resolution procedure. That procedure is set out here. You do not have to use our complaints and resolution procedure. You may take a complaint directly to the Real Estate Authority at any time. You can make a complaint to the Real Estate Authority even if you choose to also use our procedures.

Our complaints and dispute resolution procedures are designed to provide a simple and personalised process for resolving any complaint you might have about the service you have received from our agency.

Remember, you can still make a complaint to the Real Estate Authority in the first instance, and even if you use these procedures you can still make a complaint to the Real Estate Authority at any time.

For further consumer information visit provides comprehensive independent guidance for Kiwis home buying and selling.

Step 1

Call us and speak to our Managing Director, Simon Lugton (Phone 021 449 032 or email Tell us who you are complaining about and what your concerns are and let us know what you would like done about your complaint.

Step 2

We may ask you to put your complaint in writing so that we can investigate it. We will need a brief period of time to talk to the team members involved. We promise to come back to you within 10 working days with a response to your complaint. That response may be in writing. As part of the response we might ask you to meet with the members of our team to discuss the complaint and try and agree a resolution.

Step 3

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.

Step 4

If you do not accept our proposal please try and advise us in writing within 5 working days. You can, of course, suggest another way of resolving your complaint.

Step 5

If we accept your preferred resolution we will attempt to implement that resolution as soon as possible. If we decline your preferred resolution we may invite you to mediate the dispute.

Step 6

If we agree to mediate the complaint but don't settle the complaint at mediation, or we do not agree to mediate the dispute, then that will be the end of our process.

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