Feedback & Complaints

Our Commitment to You

At Trimark, we are committed to delivering quality service. We value your feedback in all forms — compliments, suggestions, or complaints. Your input drives continuous service improvements and helps us meet your expectations.

Share Your Feedback

We welcome your input. Providing feedback helps us to:

• Recognise what we're doing well
• Identify areas where we can improve
• Better understand your needs
• Train our team to provide even better service

If you've had a positive experience, we'd love to hear about it. Sharing a Google Review helps other property buyers discover our services.

How to Make a Complaint

When making a complaint, please provide:

• Your name and contact details
• A clear description of your concern
• Any relevant dates, documents, or reference numbers
• What outcome you are seeking

Our Complaints Process

We take all complaints seriously and follow this process:

1. Acknowledgement — We will acknowledge your complaint within 1 business day and provide you with a reference number.
2. Investigation — We will conduct a thorough review of all relevant information.
3. Resolution — Most complaints are resolved within 21 days. Complex matters may take up to 30 days.
4. Response — We will provide a written response outlining our findings and any actions taken.

If You're Not Satisfied

If we cannot resolve your complaint to your satisfaction, you may escalate the matter to our licensee:

External Dispute Resolution

If your complaint remains unresolved, you may contact the Australian Financial Complaints Authority (AFCA):

Time limits may apply to certain complaint types. Please check the AFCA website for specifics.

Privacy

Personal information provided during the complaints process is handled in accordance with our Privacy Policy and is used only for the purpose of investigating and responding to your complaint.

Business Details