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: firstname.lastname@example.org 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.