Service and Support

At Barfoot & Thompson we aim to provide you with the best possible service whether you are selling your home or buying a new one. If you have a problem and complaint we like to know so we can put it right. If you have a compliment lets us know so that we can share the good work. There are a variety of ways you can discuss your situation with us:

Making a Complaint

Step 1: Raise the issue directly with the salesperson or rentals manager
They should be able to resolve the majority of problems and will listen to and investigate your concern.
Find a Salesperson
Find a Rental manager

Step 2: Contact the branch manager
The branch manager is responsible for managing and supervising salespeople and property managers and will take charge of any outstanding issues. You can find contact details for all our managers.
Find a branch

Step 3: Contact our customer relations team
Residential:
Max House, Customer Relations Manager
Send email
09 307 6300

Rentals:
Helen Hodgson, Rental Operations Manager
Send email
09 307 6300

Commercial:
John Urlich, Manager
Send email
09 358 0989

In order for us to ensure we are dealing fairly with everyone involved Barfoot & Thompson has a formal complaints process. If your issues reaches head office level, it will go through this formal process.

Step 4: Real Estate Agents Authority (REAA)
We hope that your complaint has been resolved by this stage. If not, you can also make a complaint directly to the [REAA]. You do not have to have gone through our complaints process before doing this. The REAA is the government body that oversees and enforces the Real Estate Agents Act 2008. As a government body they have a formal process for dealing with complaints. You can see that full process here. Your complaints to the REAA must be sent on the provided form.

You can download it here.

Click here for the REAA’s website