You can escalate your dispute to the Dispute Resolution Ombudsman (DRO) when all steps above have been exhausted (with the exception of step 5, if the scheme does not have an ADR provider) and the below criteria has been met:
1. You have addressed your dispute with the TrustMark Registered Business.
2. You have escalated the dispute to the business’s Scheme Provider.
3. You have received a final response from the TrustMark Registered Business or Scheme Provider and/or 12 weeks have elapsed since you have made your initial complaint.
4. You have not accepted a formal ADR decision as a full and final settlement (if applicable).
5. The dispute is made within 12 months of receipt of a final response.
If you approach the DRO without escalating your dispute to the Scheme Provider, the DRO will direct you to TrustMark and TrustMark will advise the Scheme Provider that they have an additional 30 days to investigate the dispute.
Further information on the DRO and how they can help you can be found here.