Complaints Process

Raine & Horne is a franchise business, which is individually owned & operated by Kathy & AndrewTodd.  The following guide aims to enable you to bring any feedback or complaint to our attention.

How to make a complaint

In the first instance, discuss your complaint with the relevant sales agent or Property Manager who is assisting you in your real estate transaction.  This can be done either by:

Phone          02 4441 7000


Mail              68 Owen Street, Huskisson  NSW  2540

Should you feel the outcome does not meet with your expectations, please direct your concerns to Kathy Todd who can be reached via [email protected]

Response Time

Some matters will be straight forward and we will aim to minimise any unnecessary stress.  Should the matter be more complicated, we will ensure that we understand the concern and liaise directly with all parties to reach a balanced conclusion.

We aim to respond within 48hrs and try to give you an estimate of how long it may take to investigate  the matter.  With all matters we aim to make this a speedy porcess however in the more complexed matters it may take up to five (5) business days to reach a conclusion.

What Action Will We Take In Response To Your Complaint?

We will assess each matter on a case by case scenario and respectfully respond with an outcome or what action should be taken.  

Some of The Things We May Include:

  • Take necessary steps to rectify the problem or issue you have raised.

  • Provide you with additional information or advice so you can understand what has transpired

    or how we have dealt with it.

  • Take steps to change our Policies or Procedures if your complaint identifies a problem within

    our Organisation.

What If You Are Still Unhappy?

Should you feel that your concerns have not been sufficiently addressed, you may wish to escalate the matter to our Corporate Office:

Email: [email protected]