About Us & Just Paterson Complaints and Dispute Procedure

Wellington is a small city, so it stands to reason that any successful business should be built with this in mind. Just Paterson is designed to fit the market to ensure all their clients receive the level of attention they deserve.

This “boutique” approach means Just Paterson can attract and keep the best, most experienced sales team in the region. As well as bringing a wealth of experience and specialist knowledge to the table, we are all committed to going the extra mile for every client, buyer or seller, large property or small. What better way to meet the needs of the people in this unique market.

WHAT MAKES JUST PATERSON DIFFERENT?
Not so long ago, there used to be more time for people in business to get to know and understand the needs and aspirations of their clients. That was before market forces and competition pushed many smaller companies together in the pursuit of cost savings and economies of scale. This was no more apparent than in real estate, where people’s dreams for their new home were at stake and many people were left feeling that they were just another number in the drive for more turnover.

Convinced that personal service and client satisfaction were the main casualties of the drive for efficiency, Ian, Sally and Kate Paterson made these values the foundation for their new company.  Smaller and more personal by design, the company's prime objective was to guarantee complete customer satisfaction to all its clients, no matter how big or small their property.  Over a decade further on, this has proven fundamental in creating a successful, thriving realty business and remains the same for the company today.

Just Paterson are proud to be a member of the Real Estate Results Network, a group of leading agencies throughout New Zealand and Australia who are committed to exceptional results.  Developed by Australia's leading business strategist and real estate coach, Michael Sheargold, the network offers a select group of independent real estate professionals access to the most advanced learning and development systems today.  With just one in approximately 30 agencies being invited to participate throughout Australia and NZ, the network is an exclusive one.  "One of the many benefits of the Real Estate Results Network is connecting like-minded real estate professionals who are committed to growth and developing themselves and their business for the benefit of their clients." says network founder Michael Sheargold.  Unlike franchise groups, the Real Estate Results Network supports the independence and branding of individual businesses.  It also requires a real commitment to performance excellence and business development through ongoing professional development and professional peer interaction throughout Australia and New Zealand.

New Zealand members of the Real Estate Results Network include:
JVL Prestige - Palmerston North
Lugtons Real Estate - Hamilton
Pastoral Realty - Te Awamutu
Walker Realty - Gisborne
Cutlers - Dunedin
Southern Lakes - Queenstown



JUST PATERSON COMPLAINTS AND DISPUTE RESOLUTION PROCEDURES
In accordance with Rule 10 of the Real Estate Agents Act 
(Professional Conduct and Client Care Rules) 2009


Introduction
All licensed real estate agents are required to have a written in-house complaints and dispute resolution procedure.  That procedure is set out below.

You do not have to use our complaints and resolution procedure.  You may take a complaint directly to the Real Estate Agents Authority at any time.  You can make a complaint to the Real Estate Agents Authority even if you choose to also use our procedures.

In-House Complaints and Dispute Resolution Procedures
Our complaints and dispute resolution prodecures are designed to provide a simple and personalised process for resolving any complaint you might have about the service you have received from our agency.

Step 1
Call us and speak to the Director/Principal, Ian Paterson on 04 385 7755 or email ian@justpaterson.co.nz).  Tell Ian Paterson who you are complaining about and what your concerns are.  Let Ian Paterson know what you would like done about the complaint.

Step 2
Ian Paterson may ask you to put your complaint in writing so that he can investigate it.  Ian Paterson will need a brief period of time to talk to the team members involved.  We promise to come back to you within 10 working days with a response to your complaint.  That response may be in writing.  As part of that response we might ask you to meet with members of our team to discuss the complaint and try and agree a resolution.

Step 3
If we are able to come to an agreed resolution after a meeting, or if you don't wish to meet with us, then we will provide you with a written proposal to resolve your complaint.

Step 4
If you do not accept our proposal please try and advise us in writing within 5 working days.  You can, of course, suggest another way of resolving your complaint.

Step 5
If we accept yoru 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 6
If we agree to mediate the complaint but don't settle the complaint at mediation, or we do not agree to mediate the dispute, then that will be the end of our process.

REMEMBER
You can still make a complaint to the Real Estate Agents Authority in the first instance, and even ifyour use these procedures you can still make a complaint to the Real Estate Agents Authority at any time at:
      The Real Estate Agents Authority
      c/- PO Box 25 371, Wellington 6146, New Zealand
      Phone 0800forREAA or 0800 367 7322