How TrustMark works

How to find a reputable firm to do work on my home?

If you are a householder looking for a firm to do work inside or outside your home, TrustMark will guide you through the maze. Just follow this simple 2 step guide:

• Use the Search function, enter your postcode and choose the type of tradesperson you’re looking for - general builder, double-glazing company or heating engineer, for example.
• One more click takes you straight to the database to find a TrustMark-registered firm that works in your local area.

What sort of traders can I find through TrustMark?

TrustMark can help you find reputable firms across a wide range of trades that do home repair, maintenance and improvement work:

• Builders
• Conservatory installers
• Damp-proofing and timber treatment specialists
• Drain installation, maintenance and repair specialists
• Double glazing installers
• Electricians
• Fence installers
• Garden landscapers
• Glaziers
• Hardscaping and paving contractors
• Heating engineers
• Joiners and carpenters
• Kitchen and bathroom fitters
• Loft conversion companies
• Painters and decorators
• Plasterers
• Plumbers
• Roofers (including flat roof and lead roof specialists)
• Security system installers

Will it cost more to use a TrustMark registered firm?

The cost to a firm of joining TrustMark should not affect the price you are quoted. We recommend that you get at least three quotes for the work you want done - and don’t automatically assume the cheapest is always the best. If a trader claims to be able to a job very cheaply, or will give you a discount for cash, treat them with the utmost suspicion.

TrustMark standards

How do I know a trader is trustworthy?

If a firm is TrustMark-registered, it is working to a code of practice set down by an approved scheme operator and standards that should give you greater confidence and protection.

What standards of workmanship can I expect?

We don't expect TrustMark traders to walk on water - but we do expect them to do a good job. TrustMark-registered firms are checked and monitored against recognised British, international or industry standards. We aim to ensure you receive a good standard of workmanship and that any complaint will be treated fairly if there is a problem. If you are unhappy with the service you have received from a TrustMark-registered firm, then an agreed complaints procedure exists.

How do I know the firm is financially sound?

All approved scheme operators check a firm's trading record and financial position when they first join the scheme. But such checks can never guarantee a firm will not hit financial difficulties - that's why we insist all registered firms offer you the opportunity to buy a warranty giving you some protection if the firm goes out of business.

Who checks up on these trades people?

TrustMark's approved scheme operators (which include trade associations, certification schemes and commercial organisations) check the performance of their registered firms.

So who checks up on the approved scheme operators?

TrustMark do. The TrustMark team monitors approved scheme operators on behalf of the TrustMark Board. The Board reviews each approved scheme operator's performance every year, taking into account an independent assessment of the quality of their work, how they handle complaints, and so on.

Protect yourself from Rogues

I’ve seen so many horror stories on TV - what should I do to protect myself from these rogue traders?

The best way to protect yourself from rogue traders is to use a TrustMark- registered firm.

Are individual firms checked and approved by TrustMark itself?

No, they’re checked and approved by our approved scheme operators, such as Exor Management Services. Exor have been offering supplier accreditation to local authorities for many years and have the capability to offer services to the domestic buyer. See www.exorms.co.uk for further information.

If a particular trade association is an approved scheme operator for TrustMark, does that mean that all its member firms are approved to work on my home?

No. Some schemes do not apply the full TrustMark standards and requirements to all their members, only to a specific group of them or they may not offer services to the domestic market. But only firms that are registered with TrustMark can display the TrustMark logo, so that's the main thing to look out for. And if you use this website to search for a registered firm you will only be presented with TrustMark-registered firms by our approved scheme operators. So always look for the TrustMark logo and if in doubt check with the approved scheme operator.

I’ve been recommended to use a builder who is not registered with TrustMark - should I go ahead and use them?

We cannot vouch for the performance of any firm that is not TrustMark- registered.

Making a complaint

What do I do if something goes wrong?

If you have a complaint about the performance of a registered firm, you should complain to the firm in the first instance, keeping a written record of the relevant points and giving the trader a fair opportunity to reply. If your complaint is not sorted out at that stage, you should contact the approved scheme operator that awarded the TrustMark to the firm. They will have set procedures in place to investigate and handle your complaint that cover the level of workmanship, materials and customer service. These procedures must comply with TrustMark standards - they must be fast, responsive, accessible and user-friendly..

I have a dispute with a registered firm. I’ve approached the relevant approved scheme operator and have gone through their complaints process, but I don’t agree with their decision. What other options are open to me?

The approved scheme operator will try to sort out your problem. But if you or the registered firm disagrees with the outcome, you have the option of adjudication, mediation, arbitration or conciliation as an independent, low cost alternative to legal action.

When should I pass my complaint to TrustMark itself?

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. But if you have taken a complaint to an approved scheme operator and feel it has not been handled properly according to the approved scheme operator's stated procedures, you can refer the issue to us. We will investigate the way the complaint has been handled (not the original points in dispute) and the Board will take action against the approved scheme operator if we find a complaint has not been dealt with properly.

What sort of disciplinary action will be taken against a firm that breaks your rules?

All TrustMark's approved scheme operators must have a range of disciplinary measures in place in case a registered firm does not meet the agreed standards. Serious cases may result in immediate expulsion.

I’ve started legal proceedings against my contractor - can TrustMark help me?

No. Once legal proceedings have started against a registered firm, the approved scheme operator (or TrustMark itself) must suspend any investigation of your complaint.

I’m simply not prepared to let the firm back into my home to do any further work - can I have a different firm to do repairs?

No. Our procedures ask that you give the registered firm a fair opportunity to complete the work or fix defects, provided it would not be unreasonable to expect you to do so. If you do not give the firm the chance to make good its work the approved scheme operator is entitled to end the complaints process.

What compensation am I entitled to?

We focus on helping you to get a good job done; we do not give compensation. But TrustMark approved scheme operators operate a three stage complaints procedure designed to settle problems without the need for legal action.

About TrustMark

Does TrustMark apply to all parts of the United Kingdom?

Yes. We are most active in England and Wales, and we work closely with the Construction Licensing Executive in Scotland, which runs a similar scheme. We are also operational in Northern Ireland.

Who runs TrustMark?

TrustMark operates under licence from the Department of Trade and Industry. It is run by a Board, which includes representatives from consumer organisations, approved scheme operators and Government observers.

Who pays for TrustMark?

The Government paid TrustMark's set up and launch costs. From 2007 TrustMark is paying for itself by charging approved scheme operators. The amount is based on the number of registered firms they have. The approved scheme operator is charged, not the registered firm, and it is up to the approved scheme operator whether and how to pass on the cost as part of its fees.