Public Complaints Policy
At TREND INVESTOR SERVICES we ensure that you are satisfied with the services we provide. If you have a complaint about us, please contact us to let us know your concerns. We will do all we can to resolve your complaint as quickly as possible.
Step 1. Contact your adviser
In the first instance, Trend Investor Services, encourages you to contact your Adviser to discuss the issue. Your Adviser’s contact details can be located in Part B of our Financial Services Guide (FSG) within the Adviser Profile.
Step 2. Contact Trend Investor Services
If the matter is not satisfactorily resolved by contacting your Adviser, or if you would prefer to contact Trend Investor Services directly to discuss the issue; we have an internal complaints process to review your concerns. In these circumstances your complaint will be escalated to our Compliance Officer. Trend Investor Services aims to resolve your complaint quickly and fairly and will communicate our proposed solutions to the issue with you, in writing, within 30 days of receipt of your complaint at the address detailed below.
- Telephone: 07 5532 7118
- Email: complaints@trendinvestorservices.com.au
- Writing: PO Box 200 Chatswood NSW 2057
- Service Address: ‘Tower 1’ Level 10, 495 Victoria Avenue, CHATSWOOD NSW 2067
To assist us deal with your complaint quickly, please include the following information:
- The word ‘Complaint’ in the heading or subject line with your name.
- Your name and contact details, including your daytime phone number and email address
- Details of your complaint
- Copies of any relevant documents
How we will deal with your Complaint
We will acknowledge receipt of your complaint in writing within 1 business day or as soon as practicable. We will also make an arrangement with you for keeping you regularly informed about the progress of your complaint.
We always aim to resolve your complaint as quickly as possible. If we are unable to resolve your complaint within the maximum timeframe (30 days for standard non-superannuation related and 45 days for superannuation related complaints), we will inform you of the reasons for the delay and let you know when we expect to provide a response to your complaint.
Step 3: Escalating your complaint
If you are unhappy with the delay or response to your complaint, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA) details are below:
Contact the Australian Financial Complaints Authority (AFCA)
AFCA provides fair and independent financial services complaint resolution that is free to consumers. If your complaint has not been resolved to your complete satisfaction, you can lodge a complaint with AFCA:
- Email: info@afca.org.au
- Phone: 1800 931 678 (or +61 1800 931 678 if calling from overseas)
- Online: www.afca.org.au
- Mail: GPO Box 3, Melbourne, VIC, 3001