Guides › Home Improvements and Traders › What Does TrustMark Mean for a Trader?
What Does TrustMark Mean for a Trader?
TrustMark registered businesses are vetted and monitored by scheme providers and are expected to give a minimum 2-year guarantee. Their insurance must cover the business ceasing to trade. If you cannot sort out a problem, you can take it to the Dispute Resolution Ombudsman, and the Trusted Payments option releases your money in milestones as you sign off the work.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
TrustMark
TrustMark Businesses
TrustMark registered businesses are vetted and monitored by scheme providers and are expected to give a minimum 2-year guarantee. Their insurance must cover the business ceasing to trade, including workmanship and putting defects right. Unresolved disputes can go to the Dispute Resolution Ombudsman, and a 'Trusted Payments' option releases your money in milestones, only as you sign off the work. source
Your Rights Anyway
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
Section 75
Section 75: if you paid part or all by credit card for an item costing over 100 pounds and up to 30,000 pounds you can claim against the card provider for breach of contract, but you usually cannot use it if you did not buy directly from the trader. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 6 yearsTime limit for legal claims about services6 years in England, Wales and Northern Ireland; 5 years in Scotland
Steps to Take
Step 1 of 4
Check the trader on TrustMark's own website before you agree any work.
Step 2 of 4
Agree the work, price and dates in writing, and consider Trusted Payments.
Step 3 of 4
If there is a problem, complain to the trader in writing first. Our free letter templates can write it for you.
Step 4 of 4
If it is not put right, take it to the 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.
TrustMark and Dispute Resolution Ombudsman
Trader is a TrustMark Registered Business and its complaints process has not resolved the problem.
Citizens Advice Consumer Service (0808 223 1133)
Free advice, template letters and reporting to Trading Standards.
County Court Small Claims
After other routes fail; usually up to 10,000 pounds, within 6 years.
Good to Know
Small things that make your complaint stronger.
Your legal rights apply whether or not a trader is in TrustMark.
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/homeowner/support/consumer-protection Checked 12 October 2026
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/complain-about-a-service Checked 13 October 2026
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal Checked 12 October 2026
- citizensadvice.org.uk/consumer/getting-home-improvements-done/cancelling-building-or-decorating-work Checked 12 October 2026
- citizensadvice.org.uk/law-and-courts/legal-system/small-claims/deciding-whether-to-make-a-small-claim Checked 12 October 2026