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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.
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.