Complaints Process



At First National Guardian we are committed to providing you with excellent customer service.  However in the unlikely event that you have a complaint, we will do everything possible to resolve the matter in a prompt and professional manner. 
Steps to follow if you have a complaint:
Although you may lodge your complaint immediately with the REAA we strongly encourage you to complain to us first. 
Our registered company name is:
Mills Gibbon & Co Ltd - Trading as First National Guardian
Licensed under the Real Estate Agents Act 2008
Please contact the Sales Manager of the office who will personally investigate your complaint and return to you with their findings.  If we have made a mistake, we would like the opportunity to resolve the problem.  If there is a misunderstanding, we will attempt to clarify the situation.
When contacting the Sales Manager it is important to use the word “Complaint” so that he/she is in no doubt that you are beginning the complaint process.
· You will need to specify which licensee (salesperson) the complaint is about.
· The address of the property in relation to the complaint.
· Give a detailed explanation of the complaint.
Once the Sales Manager has received your complaint, he/she will acknowledge and notify you that he/she has received your complaint.  The Sales Manager will investigate the complaint and will respond within 10 working days to try and resolve the matter with you. 
The Company will not charge you for looking into your complaint. The Company agrees not to take further action over any amounts in dispute while working through the complaint process.
Johnsonville office 04 4776177:                

Churton Park office 04 4783025:            

Greytown office 06 3048388:                  

Refer to our Company Licensee:
If you remain unsatisfied, you can write to the Company Licensee providing a full explanation and all correspondence.  Upon receipt of any written complaint, The Company Licensee will acknowledge and notify you that he/she has received your complaint.  The Company Licensee will review the situation in full and reply in writing within 10 working days.
Shawn Gibbon
Company Licensee/Principal
Mills Gibbon & Co Ltd
Trading as First National Guardian
20 Johnsonville Road
P.O. Box 13113
Johnsonville, Wellington 6440.
If, after 20 working days you have not reached an acceptable solution you may choose to take the complaint to the Real Estate Agents Authority.