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Complaints

This page uses the wording from Berry's previous website. Berry's director is checking it for the new site.

At Berry Real Estate, we are committed to providing professional and transparent service. We recognise that sometimes issues may arise, and we have a clear process in place to handle complaints promptly and fairly, in line with Rule 12 of the REA Code of Conduct.

You can go straight to the Real Estate Authority

You do not have to use our process first. You can complain to the Real Estate Authority (REA) at any time, and using our process does not stop you from complaining to the REA.

Making a complaint, on the REA website · REA 0800 367 732

To complain to Berry

Write to us: gb@berryrealestate.co.nz, or text or call the office on 03 443 2854. Any Berry agent can also take it.

  1. Lodging a complaint. Clients may lodge a complaint with Berry Real Estate by submitting it in writing, via email or text to a representative of Berry Real Estate. A copy of this complaints procedure will be provided to every client when they sign an agency agreement, as per Rule 12.2 of the Code of Conduct.
  2. Acknowledgement. All complaints will be formally acknowledged by Berry Real Estate within ten (10) working days of receipt. This acknowledgement will confirm that the complaint has been received and outline the next steps in the process.
  3. Investigation. The complaint will be reviewed by a director or designated complaints officer within twenty (20) working days. During the investigation, the complainant may be contacted for additional information or clarification, and all relevant records and circumstances will be examined.
  4. Outcome. Berry Real Estate will aim to provide a written decision within thirty (30) working days of receiving the complaint. This response will include an explanation of the findings, the outcome of the investigation, and any actions taken to address the issue.
  5. Escalation. If the complainant is not satisfied with the outcome, they will be advised of their right to refer the complaint to the Real Estate Authority (REA) for independent review.
  6. Record keeping. All complaints received by Berry Real Estate, along with the agency's responses and any supporting documentation, will be securely stored and retained for a minimum of seven years. Berry Real Estate will review complaint records quarterly to identify any recurring issues or systemic problems requiring attention.

Berry Real Estate complaints handling policy, last updated 5 August 2025, as published on Berry's previous website (berryrealestate.co.nz/complaints-policy/, read 2026-10-28).