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How to Complain to TrustMark
TrustMark says it uses a three-stage process: first complain to the registered business, then escalate to the business's Scheme Provider, then to the Dispute Resolution Ombudsman. It gives no fixed response times for the first two stages.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to TrustMark
How to Complain
TrustMark says it uses a three-stage process: first complain to the registered business, then escalate to the business's Scheme Provider, then to the Dispute Resolution Ombudsman. It gives no fixed response times for the first two stages. source
When You Can Escalate
The Ombudsman page says it can accept a case after a final response, or 12 weeks after first complaining to the registered business, provided the first complaint was within the last 12 months Scheme: Dispute Resolution Ombudsman. source
The Work Itself
Care and Skill
Services must be performed with reasonable care and skill (Consumer Rights Act 2015); if not, you can ask for the work to be redone or a price reduction, and go straight to a price reduction if redoing is impossible, takes too long or causes significant inconvenience. source
Price and Timing
If the price was not agreed you only have to pay a reasonable price (s.51), and if no time was agreed the work must be done within a reasonable time (s.52). source
Time Limit for Problems
You have up to 6 years in England, Wales and NI (5 in Scotland) to report problems with services, even if not immediately obvious. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 12 weeksGo to Dispute Resolution OmbudsmanOr sooner if TrustMark sends a final (deadlock) response
- 14 daysCancel an at-home, phone or online contract for building or decorating work14 days starting the day after the contract is made
- 12 monthsExtended cancellation period if the trader did not give required informationUp to 12 months plus 14 days
- 14 daysRefund after agreed cancellationWithin 14 days once agreed
- 2 weeksFHIO: business must reply once contactedWithin two weeks (FHIO states this for the response phase)
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to TrustMark in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, take it to Dispute Resolution Ombudsman.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. Most are free; court claims have fees.
TrustMark Complaints
Always start here, in writing.
Dispute Resolution Ombudsman
After 12 weeks, or when you get a final (deadlock) response.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Small Claims Court
A last resort if nothing else works. Citizens Advice explains when it is worth it.
Good to Know
Small things that make your complaint stronger.
TrustMark's page lists cases it cannot help with, including businesses no longer registered, work over 6 years old and cases where legal action has begun. The Ombudsman page also excludes traders in administration or liquidation.
Work must be done with reasonable care and skill and, if no time was agreed, within a reasonable time (Consumer Rights Act 2015).
Take dated photos of the problem, and keep the quote, contract, invoices and messages.
Do not pay the final balance until you are satisfied. If you must pay, say in writing that you are paying under protest.
Consumer Protection UK is independent and is not connected to TrustMark. This guide uses information published by TrustMark and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- trustmark.org.uk/complaints Checked 4 October 2026
- disputeresolutionombudsman.org/page/dispute-resolution-for-trustmark Checked 4 October 2026
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/complain-about-a-service Checked 13 October 2026
- legislation.gov.uk/ukpga/2015/15/section/51 Checked 12 October 2026