How We Operate
TrustMark has operated at the intersection of consumer protection and trade since its inception in 2005, under a Master Licence Agreement issued by the Government Department for Business, Energy and Industrial Strategy.
Scheme Providers (which may be certification bodies, competent person schemes, trade associations or inspection bodies) can join TrustMark following a detailed application process. Their members can then choose to become Registered Businesses, who must meet robust criteria relating to technical competence, trading practices and customer service. These are detailed in TrustMark's Code of Conduct and Customer Charter.
TrustMark is governed by an independent Board of expertise from all relevant sectors, including Consumer Protection. The Board is supported by three councils (Consumer, Industry and Finance) whose members meet regularly to share valuable insight and discuss topical issues.
Unlike many other trader approval schemes, TrustMark is a not-for-profit organisation and is registered as a Social Enterprise mark. Profits are continually reinvested into the scheme to improve levels of service and enhanced consumer protection.
Consumer Protection Council
The Consumer Protection Council (CPC) brings together a range of consumer stakeholders, with a wealth of knowledge, expertise and opinions. The CPC's role is to identify common challenges faced by consumers in the home improvement sector; propose TrustMark solutions to reduce detriment and enhance protection. The CPC is chaired by TrustMark's Non-Executive Director for Consumer Protection, who communicates key issues to the Board, guaranteeing that the consumer voice remains central to TrustMark's strategic decision making.
To contact the Consumer Protection Council email: CPC@trustmark.org.uk