Customer Charter

Consumer protection is at the heart of everything that TrustMark does. Our aim is to become the most trusted quality mark in the UK home improvement sector, and the first choice for both consumers and businesses.

Consumers have a right to expect the best when employing tradespeople to carry out work in and around their home - TrustMark continually strives to achieve excellence by setting strict membership criteria for all of our Scheme Providers and their Registered Businesses. Our 'Customer Charter' details the level of service you should expect from any TrustMark Registered Business.

Through their commitment to customer service, all TrustMark Registered Businesses work hard to ensure each project is a success. However, sometimes even the best laid plans don't run smoothly, and mistakes can happen.

If things do go wrong, your first step should be to contact the business who carried out the works, to give them an opportunity to address your concerns and put things right. If you feel that you have exhausted this process, and cannot agree on a resolution, your next step should be to contact the business's Scheme Provider.

Under the TrustMark Framework Operating Requirements, Scheme Providers are responsible for the conduct of their members and must do their best to help resolve disputes between businesses and their customers. If the dispute is complex, the Scheme Provider may suggest using an independent Alternative Dispute Resolution (ADR) provider to help resolve the matter.

At TrustMark we understand that dealing with disputes can be stressful and our priority is to help consumers achieve fair, timely and cost-effective solutions. Our role is not to investigate specific consumer complaints, but we work closely with our Scheme Providers, and they with their Registered Businesses, to ensure that the correct processes and procedures within the TrustMark scheme have been followed.

However, if you have a concern which relates directly to, or about TrustMark, we would like to hear from you.  We can be reached at:

Email: disputes@trustmark.org.uk    Telephone: 0333 555 1234   Address: The Square, Basing View, Basingstoke, Hampshire, RG21 4EB

Our simple infogram, below, clearly explains the process for consumers to follow.

These are the steps you need to follow if a dispute occurs between you and a TrustMark Registered Business

 

 

Alternative Dispute Resolution process