Complaints Process

Ray White NZ

Property Management Complaints Process

At Ray White Taylor Rentals our goal is to provide all clients with the best customer
experience possible. We welcome the opportunity to improve our service, and if you feel like
your experience with us has not been the best we encourage your honest feedback.
If you do have any complaint to make or concerns to raise, it is our promise to you that our
management team will respond and begin investigations within 24hrs of receiving notification
of any concerns you may have.
If you are unsatisfied with our service or any other interaction with our team, or simply have
feedback you wish to pass on, please take the following steps:
Step 1: Your property manager is the first point of contact and we recommend to please begin
any complaint process by attempting to resolve this with them directly.

Step 2: If Step 1 is not appropriate or successful, please email Mary Taylor at
Mary Taylor or alternatively ph 0274824331 and clearly identify the details
surrounding any complaint or concerns you have.
To ensure we can provide you with the best outcome, it also helps at this stage to inform us of
how you would ideally like to see your complaint or concerns resolved. If you have phoned, you
may be asked to put your complaint in writing to ensure all steps are properly recorded.

Step 3: We request a reasonable timeframe to ensure we investigate your specific concerns or
situation thoroughly, however, we promise to respond in no more than five working days with
a formal follow-up to your complaint. This response will likely be in writing. Part of the
resolution process may require us to meet with you personally if needed to ensure the
situation is resolved properly.

Step 4: If it is required to meet with you personally and we are unable to come to an agreed
resolution, or if you do not wish to meet with us, we will provide you with a written proposal
outlining our plan to resolve your complaint or concerns.

Step 5: If you do not wish to accept our proposal, please advise us in writing within five
working days of its receipt. You can, of course, suggest another way of resolving your
complaint or concerns.

Step 6: 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 7: If we agree to mediate but cannot reach an agreement to settle your complaint or
concerns, then our process will conclude and we will direct you to your next available avenue.
E.g. Tenancy Tribunal or Small Claims Court.