If Things Go Wrong

TrustMark Dispute Resolution


Reaching a Resolution

Quality assurance is at the heart of everything TrustMark does. All our Registered Businesses sign up to our Customer Charter which demonstrates their commitment to customer service and high levels of technical standards.

Our rigorous dispute resolution process is there to ensure both consumers and Registered Businesses are able to resolve situations effectively however sometimes that is not always possible. By being a member of the Dispute Resolution Ombudsman, we will be able to offer our Registered Businesses and their customers an impartial and flexible way of reaching a resolution when all our processes have been exhausted.


The Dispute Resolution Process

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


The below dispute resolution process must be followed before you can refer your complaint to the DRO. 

Gather your evidence.

Have your evidence to hand and note the date of your initial complaint  »

Make contact.

Talk to the business and discuss your concerns »

Be Clear. 

Set your expectations and give them time to respond »

Aim for resolution.

Try to reach a solution and document any agreements in writing »

Still Unhappy?

If you're still unhappy, Contact the business Scheme Provider and allow them to guide you through their dispute resolution process »

Referring to the Dispute Resolution Ombudsman.

If the TrustMark and scheme-specific dispute resolution processes have been exhausted with no resolution, you may wish to contact the DRO. 



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.



DRO Guide for Consumers

The Dispute Resolution Ombudsman has created a guide for consumers.
The Ombudsman can look into a complaint about:

- The work you have had carried out by a business/tradesperson
- Installation of goods or the workmanship
- The service you have received
- Contractual disputes

You can raise a dispute via the DRO online portal. 


In order for the dispute to be taken on by the DRO, it must pass through a triage service which will check specifics such as:


  • 12 weeks have passed since the initial complaint

  • The TrustMark dispute resolution process has been exhausted, including Scheme Provider intervention

  • The business is registered with TrustMark

  • A final response has been presented

  • Binding ADR has not already been passed

  • The complaint is not older than 12 months


Registered Business?

Visit your Business Portal for tools and resources as part of your TrustMark Membership.