The TrustMark Framework Operating Requirements specify that registered businesses must offer a minimum two years financial protection for completed projects, including product warranties and workmanship guarantee. This protection is there to help customers if the business stops operating and can’t fix any issues.

For certain funding schemes, such as the Energy Company Obligation (ECO), there are extra conditions to meet. One of these is having a TrustMark approved 25-year guarantee for various insulation measures including solid wall, cavity wall, underfloor and room-in-roof insulation.

Several approved financial protection options are available, and some go beyond the minimum requirements. They guarantee support if a business fails to fix an issue for any reason rather than just insolvency or providing longer periods of cover. A full list is available on the TrustMark Approved Financial Protection mechanisms website.

TrustMark scheme providers are responsible for the conduct of their members and must help resolve disputes between a business and their customers. If a dispute is complex, the scheme provider may offer access to an independent alternative dispute resolution (ADR) scheme to help resolve the matter.

TrustMark is also a member of the Disputes Resolution Ombudsman (DRO) service, providing an independent service for registered businesses and customers to help deal with disputes in a professional manner.