TrustMark ensures consumer protection for home improvements through a charter outlining rights and responsibilities for customers and businesses. ​

Customer Rights

• Customers can expect businesses to comply with the Customer Charter and operational requirements
• They should receive accurate performance claims and proper testing of installations
• Businesses must communicate clearly and respect customers’ homes and personal information.

Business Responsibilities

• Businesses must provide clear, transparent information about their services and any subcontractors
• They should follow fair marketing practices and avoid high-pressure sales tactics
• Contracts must be clear, detailed, and free of hidden costs.

Complaints and Resolutions

• Businesses must have a free initial complaints process
• They must take responsibility for issues and aim to resolve them with minimal disruption
• Customer feedback should be used to improve services.

Customer Responsibilities

• Customers should verify that businesses are TrustMark registered
• They must provide necessary access and ensure all permissions are in place before work begins
• Timely communication and payment according to the contract are essential.