How to Complain to TrustMark
Step by step: where to complain, what to say, and where to go if TrustMark does not put it right.
Consumer Protection UK is independent and is not connected to TrustMark. This guide uses information published by TrustMark and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- TrustMark official complaints page (opens in a new tab)
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. - If it is not resolved
- Dispute Resolution Ombudsman
- 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
- Checked
- 4 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
Good to know: 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.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, 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.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- 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.
- If a trade body or scheme is named in the guide above, check what it covers before you use it.
Want help? If you would like one of our team to look at your complaint, our initial case review is free. Start your case. We cannot guarantee any outcome and do not give legal advice.