TrustMark

How to deal with problems you might have, having used a TrustMark tradesman

If you've followed our advice on choosing a reputable TrustMark tradesmen / firm and how to specify the work to be done, you've gone a long way to reducing the chance of any problems. But if you have cause for complaint about the performance of a TrustMark registered firm, follow this step-by-step complaints process:

Step 1

Talk to the tradesman about the problem and give them a chance to put any problems right or to finish any work that is not finished. Stay calm, even if you are angry, and give evidence and examples to support your claims. Be fair,keep a written record and allow the firm the opportunity to respond to your points and fix any faults.

Step 2

If you are still not satisfied, you should send your complaint in writing to the approved scheme operator who is monitoring the firm and they will investigate your complaint. If you are unclear who this is look at the logo to the right of the firms contact details on our search page and click on the logo shown, this will take you through to the 'more information' page - then click on the 'Registered through' logo of the scheme operator who inspected the firm on our behalf. Please contact this scheme operator as each licensed organisation has their own clear customer complaints procedure, which must be fair.

They will deal with complaints about the standard of work and customer service in line with our core criteria.  Product and material complaints should be directed to the tradesman who will raise the complaint with the supplier/manufacturer and collectively attempt to resolve your complaint directly with you.

The scheme operator may charge you for a full site inspection, however, if you or the tradesman takes legal action at this stage, the scheme operator has the right to suspend or end the complaints process. If the scheme operator agrees with your complaint, the firm will have to put the situation right. The scheme operator may also decide on disciplinary action against the firm. Alternatively the scheme operator may find that your complaint is not valid. In this case, you can appeal or move to step 3.

Step 3

If you are not happy with the scheme operator's decision, you can use a low-cost independent resolution service (see definition) such as adjudication, mediation, arbitration or conciliation schemes. Each of these services work slightly differently, but all are designed to solve problems without going to court. If you feel that the scheme operator has not followed their complaints procedure or dealt with the matter in the way they said they would, you can complain to us at TrustMark - step 4.

Step 4

You can complain to TrustMark about the way the scheme operator has handled your complaint. We then investigate whether the scheme operator acted properly, however we cannot investigate the issue your original complaint was about as we must be unbiased in the way we operate.

Step 5

If we find that the scheme operator acted correctly, your complaint does not proceed further. If we find that the scheme operator was at fault, we can take a number of measures. These range from making the scheme operator look at your complaint again, to taking disciplinary action against the organisation, which would mean we no longer approve them. To refer your complaint to TrustMark, please contact us at the address shown.