Frequently Asked Questions

TrustMark is the Government Endorsed Quality Scheme that covers work a consumer chooses to have carried out in or around their home

When a consumer chooses a TrustMark Registered Business, they are engaging a business that has been thoroughly vetted to meet required standards, and has made a commitment to good customer service.

There should be no premium for using a TrustMark Registered Business. These businesses range from sole-traders to household names.

We would always suggest you get a minimum of three quotes for any work you are planning to get done. You can search for a Registered Business in your area using the Online Directory and can then email or call the business to request a quote or make further enquiries.

All TrustMark Registered Businesses commit to working to the required standards of the Government Endorsed Quality scheme, as laid out in the TrustMark Code of Conduct.

These businesses are monitored and checked by their Scheme Providers, all of which work to the stringent Framework Operating Requirements document as stipulated by TrustMark.

TrustMark requires Registered Businesses to have an inspection no less than every three years by a qualified independent inspector. The frequency of these inspections will vary between Scheme Providers and many will be visited more frequently than this.

Additionally, all Registered Businesses must have their insurances and similar documents checked each year by their Scheme Provider.

A Scheme Provider is an organisation working to TrustMark's Framework Operating Requirements to ensure the businesses that join the Government Endorsed Quality scheme through them adhere to required standards.

Scheme Providers are quality-minded organisations and leaders within their sectors. They may be trade associations, Competent Person Schemes, governing bodies or certification bodies. In becoming a TrustMark Scheme Provider an organisation has made a commitment to raising standards within their industry, particularly in relation to; quality of workmanship & service, customer care and commitment to tackling areas of customer detriment or undesirable trading practices.

TrustMark audits the Scheme Providers every year to ensure continued compliance with the Framework Operating Requirements and to assess the frequency and success of the on-site inspections to Registered Businesses.

For works completed and lodged under government-funded or capital schemes, the Registered Business should have provided you with a copy of your guarantee at the time of completion or shortly after and may be amongst the handover documents you received when the works were completed. If you cannot find a copy, please contact the Registered Business and ask them to provide it to you.

If they cannot provide it to you, it would be worth asking their Scheme Provider if they can help with identifying the guarantee provider from their monitoring of the business.

If you are unable to obtain a copy of a guarantee having taken the above steps, please contact us at info@trustmark.org.uk and we will provide you with a copy of the guarantee information provided to us by the Registered Business.