What Does Trustmark Accreditation Mean?

TrustMark is the Government Endorsed Quality Scheme covering work a consumer chooses to have carried out in or around their home.

To gain Trustmark accreditation, Thomson Trees had to prove themselves to be a reputable business by having all the right competences and consumer protection in place. Not only is the work of the company covered by Trustmark, but also its employees

What is the Trust in trustmark?

You can have conidence a Trustmark business will:

  • Comply with this Customer Charter, and work to the operational requirements set out in the Code of Conduct (business behaviours) and the Codes of Practice (technical standards) relevant to the works completed
  • Provide accurate performance claims for any home heating, insulation, energy saving or energy generation installations, and then supply products and services that perform as promised
  • Carry out a proper testing and hand-over process so you know about how things work and how they must be maintained
  • Follow processes correctly, turn up for appointments and work the hours they say they will
  • Be responsive, approachable and treat you fairly and with respect
  • Communicate clearly and in good time so you always know what is happening, for example if they are running late for an appointment or if anything changes
  • Be mindful of vulnerable customers
  • Respect the sanctity of your home and agree any access requirements with you
  • Keep their work area safe, with minimum of disruption, ensuring that it is tidy at the close of the day
  • Protect your personal information in compliance with data protection regulations
  • Try to understand your circumstances so, where you receive advice, that advice is suitable and takes account of your needs
  • Supply you with goods and services in line with your usual consumer rights
  • Tell you openly who they are and what they do, and the same for every sub-contractor or third party acting on their behalf
  • Follow fair marketing practices, including no misleading advertising
  • Observe ‘no cold calling’ zones and stickers, avoid high pressure selling techniques, and instruct any third party working on their behalf to do the same
  • Explain to you the benefits of the TrustMark scheme and signpost you to the Information Hub
  • Provide you with clear, accurate and understandable information about products and services
  • Inform you about whether you need any other legal or technical consents for the work being planned
  • Tell you what will happen next, and by when, and keep you updated of progress before, during and after the point of sale
  • Provide you with a clear and detailed, itemised written quotation, and terms and conditions that you understand
  • Signpost you to independent advice before you sign a contract
  • Explain your cancellation rights – where appropriate
  • Provide fair pricing and contracts with no hidden costs or penalties
  • Provide a free initial complaints process and ensure there are no barriers for you to be able to contact them with queries, requests, concerns or complaints
  • Take responsibility for any issues where they may be at fault and look to resolve them with minimum disruption
  • Signpost you to their Alternative Dispute Resolution service, and the TrustMark complaints process
  • Use your feedback to improve how they do things

What are my responsibilities as a customer?

  • Check the business you wish to work with is TrustMark registered for the relevant trade(s)
  • Provide the necessary access to your property and make it clear if there are any special requirements that might affect the work – e.g. about parking, toilet facilities, pets, children, neighbours, materials storage, home security, boundaries, party-wall agreements etc
  • Make sure you have the correct Building Regulations, planning and environmental permissions in place for the work on your home
  • Make sure that you have a signed contract before the works start. It should cover:
    1. the correct Building Regulations, planning and environmental permissions
    2. delegation of the Health & Safety (CDM) responsibilities
    3. recording variations to the contract
  • Take independent advice where necessary and make use of the resources on the Information Hub to help guide your decisions
  • Arrange a conversation with the TrustMark business as quickly as possible if you have any concerns, so that they can be discussed and resolved at an early stage
  • Be on time for any appointments too, and treat the business’s staff, tradespeople and sub-contractors with respect
  • Pay on time and according to the terms of the contract you agreed
  • If you do have a complaint, follow the TrustMark process outlined on https://www.trustmark.org.uk/ consumers/if-things-go-wrong

Finding a Trustmark Accredited Tree Surgeon in Edinburgh

Look no further. Thomson Trees are a Trustmark Accredited tree surgery company and Arb Approved contractor based just outside Edinburgh. We offer a full range of tree services backed up with government endorsed accreditation to give you peace of mind knowing you are employing a professional.

Get in touch for a free quote

All quotations are free of charge at Thomson Trees Ltd. We are always delighted to hear from old and new clients, and will be happy to discuss your trees and offer any advice we can.