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TrustMark, the Government-backed consumer scheme, has been relaunched. Trustmark scheme operators must now adhere to more stringent operating rules.

Some of the key changes to the TrustMark core criteria include:

  • Firmer standards. The old requirements in the licence and core criteria spoke about scheme operators using "best endeavours" to meet certain standards, and gave "examples" of checks and activities that they might use to demonstrate compliance. Now the core criteria talks about scheme operators' requirements ("scheme operators must...")
  • More specific standards. For example, whereas before scheme operators had to have a general commitment to raising standards, now they need to show how they are raising standards to address identified areas of consumer detriment and other trade-specific issues.
  • More vetting of tradesmen, including specific checks that must be done on firms upon entry to the scheme, but also at renewal stage or on an ongoing basis.
  • More proactive use of complaints data by scheme operators, more reporting of that data, more transparency in the complaints process.
  • Changes to protect the brand and reduce misuse of the TrustMark logo.
  • A new requirement for scheme operators to develop ways to measure the effectiveness of their code of practice and how it reduces consumer detriment,and to keep it regularly reviewed in the light of changing customer expectations in their sector.
Existing scheme operators will have 12 months to adapt to the new core criteria.
All new scheme operators who apply after the relaunch will be assessed against the new core criteria from day one. The core criteria will also be reviewed and updated every year from now on to maintain the drive for higher standards.
Trustmark website: http://www.trustmark.org.uk/
 

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