Updated 2nd March 2026
Privacy Policy
TrustMark is committed to safeguarding the privacy of any data we hold.
Privacy Notice
This privacy notice is provided by TrustMark (2005) Limited, whose registered office is at:
\n\n
10th Floor – Arena Offices
Grosvenor House
Basing View
Basingstoke
RG21 4HG
(‘we’, ‘our’ or ‘us’)
", "blocks": { "contentData": [], "settingsData": [], "expose": [], "layout": {} } }
About TrustMark and our responsibility for your personal data
TrustMark is a not-for-profit, social enterprise organisation. This means that our profits are reinvested into the TrustMark scheme to improve levels of services and enhance consumer protection.
\nAs part of our role as the only UK government-endorsed quality scheme for home improvements, we collect, use and are responsible for certain personal data about you. When we do so we are subject to the UK General Data Protection Regulation (UK GDPR), where we are a controller of your personal data, we are the organisation legally responsible for deciding how and for what purposes it is used.
\nWe are registered as a data controller with the Information Commissioner’s Office under registration number ZA460481.
\nWe may not always be the data controller of your personal data. Where this is the case, we ensure that we comply with the instructions of the data controller and process your personal data in accordance with applicable laws and regulations.
\nPlease read this privacy notice carefully as it contains important information on how and why we may collect, store, use and share personal data in connection with your use of our website. It also explains your rights in relation to your personal data and how to contact us or the Information Commissioner’s Office in the event you have a complaint.
", "blocks": { "contentData": [], "settingsData": [], "expose": [], "layout": {} } }
What this notice applies to
This policy outlines our use of your personal data, including information we obtain from:
\n
This privacy notice outlines the legal basis for processing your personal data including;
Links to third parties
Throughout our website, we may link to other websites or platforms owned and operated by third parties, for the purposes of providing our services or the services of a Scheme Provider or governmental body. Those third parties may also gather and process information about you when you use their website and platforms. They do so in accordance with their own privacy policies or notices, which you should make yourself aware of by looking on their website or contacting them directly.
", "blocks": { "contentData": [], "settingsData": [], "expose": [], "layout": {} } }
Personal information we collect about you
We may collect and use the following personal data about you, where applicable:
\nFor you to use the Homeowner Portal as a consumer, or the Business Portal as a registered member, you will be required to provide your personal data.
\nSometimes you can choose if you want to give us your personal data and let us use it. Where that is the case, we will tell you and give you the choice before you give the personal data to us.
\nWe will also tell you whether declining to share that personal data will have any effect on your use of our website.
", "blocks": { "contentData": [], "settingsData": [], "expose": [], "layout": {} } }
How your personal information is collected
We collect personal information from you:
\nWe also collect personal data about you from other sources as follows:
\n
How and why we use your personal information - lawful basis for processing
Under data protection law, we can only use your personal data if we have a lawful basis to do so, e.g.:
\nA legitimate interest is when it is necessary for us to use your personal data for a business or commercial reason, so long as this is not overridden by your own rights and interests. We will carry out an assessment when relying on legitimate interests, to balance our interests against your own.
\nThe table below explains what we use your personal data for and why.
\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n| \n What we use your personal information for \n | \n Our reasons \n |
| \n Creating, managing or maintaining your Scheme Provider/ business/ consumer account or registration with us and providing our services to you or the Scheme Provider \n | \n As necessary to perform our contract with you or to take steps at your request, or as necessary for our legitimate interests in performing our contractual responsibilities. \n |
| \n Verifying the completion and quality of the work conducted by Registered Businesses and the application of any funding applied to that work \n | \n As necessary to comply with our legal, regulatory and contractual obligations. \n |
| \n Conducting checks to identify you and verify your identity or to help prevent and detect fraud. \n | \n As necessary to comply with our legal, regulatory and contractual obligations. \n |
| \n Enforcing legal rights or to defend or undertake legal proceedings; and disclosures and other activities necessary to comply with legal and regulatory obligations that apply to our business. \n | \n As necessary to comply with our legal and regulatory obligations, or for our legitimate interests, i.e. to protect our business, interests and rights. \n |
| \n Customising our website and its content to your preferences based on a record of your selected preferences or on your use of our website; and \n\n Retaining and evaluating information on your recent visits to our website and how you navigate around our website for analytics purposes to make improvements to our website and to ensure it is working as intended. \n | \n · where you have given your consent as gathered by the cookies consent tool on our website —see ‘Cookies and other tracking technologies’ below; or \n· where we are not required to obtain your consent and it is required for our legitimate interests, i.e., to be as efficient as we can so we can deliver the best service to you. \nYou may withdraw your consent at any time by changing the cookies setting in your browser (this will not affect the lawfulness of our use of your personal data in reliance on that consent before it was withdrawn). \n |
| \n Communications with you unrelated to marketing, including about changes to our terms or policies or changes to our services or other important notices \n | \n As necessary to comply with our legal and regulatory obligations and/or for our legitimate interests, i.e., to be as efficient as we can so we can deliver the best service to you. \n |
| \n Communicating our services and those of selected third parties to existing and former Registered Businesses \n | \n As necessary for our legitimate interests, i.e. to inform existing and former customers about our business and associated businesses. \n |
| \n Protecting the security of systems and data used to provide the services \n | \n As necessary to comply with our legal and regulatory obligations and to ensure the security of systems and data. Where we do this to a standard that goes beyond our legal obligations, our reasons are for our legitimate interests, i.e. to protect systems and data and to prevent and detect criminal activity that could be damaging for you and/or us. \n |
| \n Statistical analysis to help us understand our customers and their needs \n | \n As necessary for our legitimate interests, i.e. to be as efficient as we can, to deliver the best service to you and to find ways of improving our data and services that would provide a benefit to our consumers. \n |
| \n Undertaking service improvements and developing new services to improve our offering. \n | \n As necessary for our legitimate interests, i.e. to be as efficient as we can, to deliver the best service to you and to find ways of improving our services that would provide a benefit to our consumers. \n |
| \n During audit of our operations, services and systems by Scheme Providers, government bodies, certified accreditation assessors, funding organisations or their appointed auditors. \n | \n As necessary for our legitimate interests, i.e., to maintain our accreditations so we can demonstrate we operate at the highest standards, and to demonstrate our compliance with our contractual obligations to Scheme Providers. \n |
| \n To share with third parties that will/may take control or ownership of some or all of our business (and professional advisors acting on our or their behalf) in connection with a corporate transaction, restructuring, merger, acquisition, asset sale, initial public offering or in the event of our insolvency. Information will be anonymised where possible and only shared where necessary. \n | \n As necessary to comply with our legal and regulatory obligations and/or for our legitimate interests, i.e. to protect, realise or grow the value in our business and assets. \n |
How and why we use your personal information - data sharing
We routinely share personal data with:
\nWe or the third parties mentioned above may occasionally also share personal data with:
\n
Who we share your personal information with
We routinely share personal data with:
\nWe or the third parties mentioned above may occasionally also share personal data with:
\nacademic or research organisations with a legitimate interest;
\n
How long your personal information will be kept
We will not keep your personal information for longer than we need it for the purpose for which it is used. Different retention periods apply for different types of personal data. We retain backups of our data which includes personal data, for a period of 6 years from when it was last modified plus up to 1 further year. This is because data is deleted in bulk at set times of the year and not necessarily on the anniversary date of its last modification.
\nWhere we can do so, we will aim to remove any personal data that is not required for processing. However, where your personal data is associated with the record of a property, it may be retained for as long as the property record is required by reference to the basis on which it was collected, which may be indefinitely.
", "blocks": { "contentData": [], "settingsData": [], "expose": [], "layout": {} } }
Transferring your personal information outside of the UK
Countries outside the UK have differing data protection laws, some of which may provide lower levels of protection of data privacy.
\nWe do not routinely transfer personal information outside of the European Economic Area (EEA).
\nHowever, some services that we use may operate outside of the UK and EEA and therefore it may sometimes be necessary for us to transfer your personal data to countries outside the UK. In those cases, we will comply with applicable UK laws designed to ensure the privacy of your personal data
\nUnder data protection laws, we can only transfer your personal data to a country outside the EEA where:
\n\n
in the case of transfers subject to UK data protection law, the UK government maintains a list of particular countries which ensure an adequate level of protection of personal data (known as an ‘adequacy regulation’). These are listed on the ICO website. We rely on adequacy regulations for transfers to those countries and specifically for transfers to the United States of America, only to commercial organisations who participate in the EU-US Data Privacy Framework, and who have self-certified as being compliant with the UK Extension to the framework.
\n\n
There are appropriate safeguards in place, together with enforceable rights and effective legal remedies for you, or
\nWhere we transfer your personal data outside the UK, we do so on the basis of an adequacy regulation or (where this is not available) an agreement including legally-approved standard data protection clauses recognised or issued further to Article 46(2) of the UK GDPR. In the event we cannot or choose not to continue to rely on either of those mechanisms at any time we will not transfer your personal data outside the UK unless we can do so on the basis of an alternative mechanism or exception provided by UK data protection law and reflected in an update to this policy.
\nAny changes to the destinations to which we send personal data or in the transfer mechanisms we rely on to transfer personal data internationally will be notified to you in accordance with the section on ‘Changes to this privacy policy’ below.
", "blocks": { "contentData": [], "settingsData": [], "expose": [], "layout": {} } }
Cookies and other tracking technologies
A cookie is a small text file which is placed onto your device (e.g. computer, smartphone or other electronic device) when you use our website. We use cookies on our website. These help us recognise you and your device and store some information about your preferences or past actions and to understand and improve the way in which you use our website.
\nFor further information on cookies, our use of them, when we will request your consent before placing them and how to disable them, please see our Cookie Policy.
", "blocks": { "contentData": [], "settingsData": [], "expose": [], "layout": {} } }
Your Rights
According to applicable data protection law, you have the following rights, which you can usually exercise free of charge:
\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
| \n Access to a copy of your personal data \n | \n The right to be provided with a copy of your personal data, known as a data subject access request \n |
| \n Correction (also known as rectification) \n | \n The right to require us to correct any mistakes in your personal data \n |
| \n Erasure (also known as the right to be forgotten) \n | \n The right to require us to delete your personal data—in certain situations \n |
| \n Restriction of use \n | \n The right to require us to restrict use of your personal data in certain circumstances, e.g. if you contest the accuracy of the data \n |
| \n Data portability \n | \n The right to receive the personal data you provided to us, in a structured, commonly used and machine-readable format and/or to require us to transmit that data to a third party—in certain situations \n |
| \n To object to use \n | \n The right to object: \nØ at any time to your personal data being used for direct marketing \nØ in certain other situations to our continued use of your personal data, e.g. where we use your personal data for our legitimate interests unless there are compelling legitimate grounds for the processing to continue or the processing is required for the establishment, exercise or defence of legal claims. \n |
| \n Not to be subject to decisions without human involvement \n | \n The right not to be subject to a decision based solely on automated processing (including profiling) that produces legal effects concerning you or similarly significantly affects you. However, we do not make any such decisions. \n |
| \n The right to withdraw consents \n | \n If you have provided us with consent to use your personal data you have a right to withdraw that consent easily at any time. You may withdraw consent by contacting us as set out below. Withdrawing consent will not affect the lawfulness of our use of your personal data in reliance on that consent before it was withdrawn. \n |
\n
For further information on each of those rights, you may find it helpful to refer to the guidance from the UK’s Information Commissioner on your rights under the UK GDPR.
", "blocks": { "contentData": [], "settingsData": [], "expose": [], "layout": {} } }
Keeping your personal information secure
We have put in place appropriate security measures to prevent personal data from being accidentally lost or used or accessed unlawfully. We limit access to your personal data to those who have a genuine need to access it.
\nWe also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.
", "blocks": { "contentData": [], "settingsData": [], "expose": [], "layout": {} } }
How to complain about how we have handled your data
You have the right to complain if you are unhappy about:
\nPlease refer to the “How to contact us” section below for more information on how to make a complaint.
\nWe will:
\nYou also have the right to lodge a complaint with the Information Commissioner in the UK. The UK’s Information Commissioner may be contacted using the details at https://ico.org.uk/make-a-complaint or by telephone: 0303 123 1113.
", "blocks": { "contentData": [], "settingsData": [], "expose": [], "layout": {} } }
Changes to this notice
We may change this privacy notice from time to time. When we make significant changes, we will take steps to inform you, for example when you visit our website, when you log in via the Homeowner or Business portal, or via email which will contain a link to view the updated policy on our website.
", "blocks": { "contentData": [], "settingsData": [], "expose": [], "layout": {} } }
How to contact us
You can contact us by post, email or telephone if you have a complaint or have any questions about this privacy policy or the information we hold about you
\nTo exercise a right under data protection law or to make a complaint.
\nOur contact details are shown below:
\n\n\n\n\n\n\n\n\n\n\n\n\n\n| \n TrustMark (2005) Limited Policy version: v2.0 \n | \n Telephone number: 0333 555 1234 \n |
| \n \n | |
| \n Email: dataprotection@trustmark.org.uk \n |
", "blocks": { "contentData": [], "settingsData": [], "expose": [], "layout": {} } }
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 with an organisation that has been thoroughly vetted to meet required standards and has made a commitment to good customer service.
