We’re Here to Help

At Progressive First National, we’re committed to delivering exceptional service. But if something hasn’t gone as expected, we want to hear about it and make it right.

We follow the Real Estate Agents Act 2008 – Professional Conduct and Client Care Rules and we take all concerns seriously.

How to Make a Complaint

You can raise a concern with us at any time, in person, by phone, email, or online. We’ll acknowledge your complaint and aim to resolve it promptly and fairly.

Step 1: Contact Us Directly
Start by contacting the team member involved or our office manager. We’ll listen, investigate, and respond within 10 working days.

Step 2: Not Resolved?
If we can’t resolve your concern immediately, we may invite you to a meeting or provide a written resolution proposal.

Step 3: Still Unresolved?
If we can’t reach an agreement, we’ll let you know in writing. You can then choose to escalate the matter.

You Can Also Contact the Real Estate Authority (REA)

You don’t have to go through our in-house process first. You can contact the Real Estate Authority (REA) at any time.

REA Contact Details:
PO Box 25-063, Wellington 6146
www.rea.govt.nz
info@rea.govt.nz
0800 367 7322

Contact Our National Support Office

If you’d like to make a formal complaint to us directly:

Email: complaints@firstnational.co.nz
Post:
New Zealand Manager
c/- First National Group NZ Limited
PO Box 11575, Ellerslie, Auckland 1542