Give them a chance to rectify your issues before using a formal issue-resolution process
Make sure you have everything you need to effectively and concisely raise your issue
Resolver has researched your rights so you know what sort of redress you can expect
State all the facts as simply as possible
Your expectations should be proportionate to the issue you have experienced
From 1 October 2015, businesses should make customers aware of alternative routes available to resolve disputes. As part of this, Alternative Dispute Resolution (ADR) can be used instead of the more traditional and expensive court route.
TrustMark is now an approved ADR provider and has its own service to help customers resolve issues with tradesmen.
You can either use Resolver to create a new case or have an existing case investigated. Alternatively, you can use TrustMark’s standard issue-resolution process.
We aim to keep all our information as up to date as possible, but if you find there is a missing company, or we have included a company that is no longer a member of TrustMark, please let us know via our customer support team.
In addition, if you are unsure whether or not a company is actually a member of TrustMark, you can check here.
If you choose to submit your issue via Resolver, you will need to find the registered TrustMark company. You can do this by either using the search box at the top of this page or by using the alphabetical index at the bottom.
Once you have selected the company, you must choose the relevant service with which you have experienced an issue. Then you can indicate whether you have a new issue or a pre-existing dispute with the registered TrustMark firm.
You should take this route if you have an issue about a TrustMark-registered firm and have not yet raised it with anyone.
You should take this route if you have raised your issue with a registered TrustMark business directly (with evidence) and have not reached a satisfactory resolution.
This is free of charge but in some cases fees will apply should the issue be escalated to external parties.
A Scheme Operator is a professional body that the company you used is registered through. They investigate all pre-existing issues.
If you have an issue with the manner in which the Scheme Operator investigated your issue with a registered TrustMark business, you will be invited to escalate your case to TrustMark, who will look into it for you.
If you are dissatisfied with the service you have received from TrustMark, you can raise the issue against TrustMark here.
Using Resolver, you can submit complaints for 15012 services offered by members of TrustMark Dispute Resolution Service. Your complaint will be sent to the correct person or team within the company before being escalated to TrustMark Dispute Resolution Service after an appropriate amount of time.