Energy Saving - Already raised the issue with the firm
Who is your issue with?
Explains your rights to you
You'll find no legal jargon in our simple, comprehensive consumer rights sections. Our guidance is tailored specifically for every type of issue.
Helps you prepare your emails
We provide a wide range of flexible email templates for you to adapt to your needs – just slot in the specific details for your case, and in a few short clicks your issue will be ready to go.
Creates a case file for you
Your case file is a secure online location for all important documents regarding your issue. You can upload photos, tickets, copies of receipts or external emails from before you raised your issue with Resolver.
Lets you record all your communications
One of the most important aspects of a complicated issue is keeping a record of all your correspondence regarding the complaint – Resolver does this for you automatically.
Lets you know when to escalate your complaint
If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.
TrustMark - Dissatisfied with installation
Things can go wrong when you are having work undertaken and seeking a resolution can be a stressful journey.
TrustMark and its Scheme Operators have worked together to provide you with a simple set of actions to follow that should help resolve your challenge.
As you have already raised your issue with the firm, your dispute will now be taken directly to the Scheme Operator to investigate. Please ensure you attach all relevant documents and previous correspondence so that your case can be reviewed quickly and effectively.
You should know
TrustMark complies with Core Criteria which, sets out the Government-endorsed standards that registered firms make commitment to work to. It sets out the following criteria:
- A firm's technical skills have been independently checked through regular on-site inspections, as well as checks on their trading record and financial status;
- Firms have signed up to a code of practice that includes insurance, good health and safety practices and customer care;
- The Scheme Operator has checked and will continue to monitor the firm's quality of work, trading practices and customer satisfaction;
- Firms are able to offer an Insurance Backed Warranty; Deposit Protection Insurance is available for consumers in the event a firm should cease trading;
- Firms will be able to tell you about any building regulations you must comply with and may also be able to provide appropriate certificates;
- If you have a problem or disagreement with the firm, there will be a clear and user-friendly complaints procedure to help resolve the issue;
- The scheme is fully supported by Government, the building industry and consumer protection groups.
A copy can be found here.
Resolver will allow you to take your dispute to the next stage and you can use it to send the dispute to a responsible Scheme Operator.
First of all
Be prepared and have all your facts and evidence to hand when starting to talk to the firm (e.g. any agreed contracts and changes you may have, any photos, written evidence of the cost of the works, agreed payment schedule and process).
What to do next?
If the issue is not sorted out at that stage, you should contact the Scheme Operator. TrustMark works with 33 Scheme Operators who have a specialist technical knowledge to investigate your dispute. They will have set procedures in place to investigate and handle your dispute, which covers the level of workmanship, materials and customer service. These procedures must comply with TrustMark standards (see here) - they must be fast, responsive, accessible and user-friendly.
Why can I not send my dispute to TrustMark directly?
TrustMark relies on its Scheme Operators to settle problems between registered firms and their customers and will not become involved in the substance of any dispute.
If you feel, however, that your dispute has not been handled properly according to the Scheme Operator's stated procedures, you can refer the issue to TrustMark. They will only investigate the way the complaint has been handled, not the original points in dispute.
Still not satisfied?
TrustMark also offers more protection to consumers with Alternative Dispute Resolution (ADR), another significant consumer law change. You will be able to use that service when you have used all other above options as an easier and cheaper alternative to court.
Important useful information
On 13 June 2014 the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 SI 2013 No. 3134 came into force.
These regulations now apply to contracts concluded on or after 13 June 2014. On this date, the Distance Selling Regulations 2000 and the Off Premises (Doorstep) Regulations 2008 were revoked.
It contains a lot of useful information – find a copy here
Find the best rights for you
We have 3,682 pages of rights advice for you covering 28,463 companies and organisations across 16 public & private sectors. Feel free to browse companies for this specific issue - they're all listed below - but the quickest way to find the best rights for you is by using our unique Rights Finder to access our extensive database of advice.
Start by telling us the name of the company or organisation you have an issue with.