We’re committed to providing a quality service to our customers but we recognise that things can go wrong and there may be times when you feel we’ve let you down. If this happens, we want you to tell us. We’ll do our best to put things right quickly or explain something we could have made clearer.

What you can expect to happen:

Step 1.

Let us know what your concerns are. Choose one of the following:

Contact your property manager and if no response within 48 hours then …

Write to the Managing Director tiri@charlton.co.nz

We’ll acknowledge your complaint within five business days of receiving it.

Step 2.

If we can’t reach a resolution with your property manager, you’ll be referred to the managing director who’ll aim to investigate and resolve your complaint within two weeks. You will be updated as the issue is resolved.

Step 3.

A written agreement is made with both parties satisfied with the result of the mediation and the complaint being resolved.