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Complaints
Tell us. We would rather hear it from you than not hear it at all, and you can go to the Real Estate Authority at any point, whatever we say or do.
Draft, pending legal review. This page is written to be accurate to how Kingdom Realty operates, but it has not yet been reviewed by a New Zealand lawyer and is not yet in force.
Talk to Andrew first, on 022 500 4717 or hello@kingdomrealty.co.nz. Most things are a misunderstanding and get fixed the same day.
You do not have to come to us first. You can complain directly to the Real Estate Authority at any time, before you talk to us, while we are dealing with it, or after. Nothing on this page, and nothing anyone here says to you, changes that right.
Every licensed agency is required to have an in-house complaints and dispute resolution procedure, to give it to you on request, and to make sure it never gets in the way of you going to the regulator. That is Rule 12 of the Real Estate Agents Act (Professional Conduct and Client Care) Rules 2012. Ours is on this page rather than in a drawer.
Call, email or write. Tell us what happened, when, who was involved and what you would like done about it. If it is easier to say it out loud than write it down, call and we will write it down for you and send it back to you to check we have it right.
Within two working days you will get an acknowledgment in writing, confirming what we understand the complaint to be and who is dealing with it.
We gather the file: the agreement, the correspondence, the offers, the notes. If someone else was involved we talk to them. If we got it wrong we will say so plainly rather than defend it.
Within ten working days of acknowledging it, you get a written response setting out what we found and what we propose to do. If it is genuinely more complicated than that, we will tell you before the ten days are up and give you a date.
The complaint goes to eXp New Zealand Ltd, the licensed agency we operate under, and is dealt with under their in-house procedure. We will give you their procedure and their contact in writing when we escalate it, and we will not sit between you and them.
The Real Estate Authority, or REA, is the independent regulator of real estate agency work in New Zealand. It is not part of any agency and it is not part of the industry. Complaining to REA is free.
REA acknowledges your complaint, asks the licensee for their side of it, and then decides whether to close it, put it to a resolution process, or refer it to a Complaints Assessment Committee. REA aims to complete an initial assessment within 30 working days, a resolution within 10 working days, and a Complaints Assessment Committee process within 90 working days, though complex cases take longer. The current process and timeframes are published on their site.
We will not ask you to sign anything that stops you complaining to REA. We will not treat a complaint as a reason to work less hard on your sale. And we will not tell you it is not worth raising.
If your concern is about how we have handled your personal information rather than how we have handled your property, that route is on the Privacy page.
Last updated 10 September 2026 · Source for the REA process and contact details: rea.govt.nz, checked 10 September 2026