Disputes and Complaints

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Lyons Asset Brokerage Limited is committed to upholding a high standard of professionalism. 

 

Any disputes or complaints that may arise can be handled by our in-house procedure:

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Step 1: Contact Manager (Tom Lyons) to discuss your situation​​

• We request contact by phone in the first instance

• If you are asked to formalise a complaint you can email Tom Lyons and address it to 'The Manager'

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Step 2: If the complaint is formalised the Manager will receipt your email and work in a timely manner with any related parties to gather information and understand the situation. At this time we request all formal communication to be in written form. To expedite the process communication via phone may occur.

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Step 3: Once all relevant information is acquired we will notify the complainant by email and will endeavour to respond with a proposed resolution within 10 working days of the email being received. Time frames may vary depending on the level of legal advice required and third-party timeliness.  

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Step 4: If you choose to accept our proposed resolution please respond to us within 5 working days with acceptance and this procedure will be concluded. 

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Step 5: If you do not accept our proposed resolution please respond to us within 5 working days with a new proposal. We will reply within 5 working days to notify you whether or not we have accepted your proposal and concluded the procedure.

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Step 6: Should no conclusion be reached we may invite you to mediate. If no conclusion is reached after mediation then our disputes and complaints procedure will end.

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Please Note: You can contact the Real Estate Agents Authority at any stage of the procedure.

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The Real Estate Agents Authority
c/- PO Box 25-371
Wellington 6140
New Zealand
Phone 0800 FOR REAA or 0800 367 732

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Link to REA Code of Conduct

Link to REA Homepage

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