Customer Charter

About Us

TrustMark is the only not-for-profit UK Government Endorsed Quality Scheme covering the domestic Repair, Maintenance & Improvement (RMI), Retrofit and Energy Efficiency sectors.  We offer a wide range of tools and resources to empower consumers and help them to make informed choices.  TrustMark protects consumers by connecting them with reputable tradespeople who have passed various checks and demonstrated their commitment to good practice, excellent customer service and the TrustMark Code of Conduct.

Our Ethos

Consumer protection is at the heart of everything that we do. Our aim is to become the most trusted and widely used organisation, by both consumers and businesses, in the UK home improvement sector.  Consumers have a right to expect the best when employing tradespeople to carry out work in and around their home and TrustMark continually strives to achieve this.  For more information you can download a copy of our Customer Charter.

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

Financial Protection

TrustMark requires that all Registered Businesses provide a suitable guarantee and financial protection to protect any service, product or measure installed.

You can find out more about our escrow service by clicking here

Dispute Resolution

By following TrustMark's Code of Conduct, Registered Businesses commit to providing a complaints handling service.  If things can't be resolved directly with the business, consumers can escalate complaints to the relevant Scheme Provider leading to an independent dispute resolution service if necessary to help reach a fair conclusion. View our process to find out more information.