Complaint Resolution

Castran Gilbert Complaint Policy

At Castran Gilbert, we strive to deliver exceptional service to our clients and communities. If you feel we have not met your expectations, please follow the steps below to raise a complaint.

How to Complain
Please provide detailed information about your complaint and your desired resolution.

Confidentiality
All complaints will be handled with strict confidentiality.

Response Time
We will acknowledge your complaint within two business days, provide an estimated resolution timeframe, and aim to resolve it within five business days, depending on the complexity.

Our Response
If your complaint is valid, we will investigate the matter thoroughly, take appropriate steps to address the issue, offer explanations or advice as needed, and review and improve our policies or procedures if required.

If You’re Still Unsatisfied
If your complaint remains unresolved, you may seek advice from a legal representative or Consumer Affairs Victoria.

We are Melbourne’s modern property specialists. With more than 40 years of experience in the Melbourne property market and a passionate team of 40+ people, we make moves in the market like no other.

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