Section 3 sets out the obligations a TrustMark Registered Business must meet regarding customer relationships and communications, from the initial inquiry through to completion and invoicing.​​​​​​

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1. Before Work Begins
Provide clear business information, including:

• Company name, contact details, registered address, and company number.

• Scheme Provider and registered trades.

• VAT number (if applicable).

• Business insurance details and indemnity limits.

• Complaints, feedback procedures, and Alternative Dispute Resolution (ADR) details.

• TrustMark logo and access to the Customer Charter.

• Clear explanations of access requirements, timescales, and work processes.

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2. Communication During the Job

• Maintain professional and responsible conduct.

• Use plain language and avoid jargon.

• Ensure the customer understands the progress and the benefits of TrustMark.

• Use competent personnel and provide updates on any delays or issues.

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3. At Completion of Work

• Conduct a handover to ensure customer satisfaction.

• Provide all necessary instruction manuals, maintenance requirements, and safety checks.

• Issue relevant guarantees or warranties.

• Ensure the work area is clean and waste is disposed of responsibly.

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4. Invoicing and Final Documentation
Invoices must include:

• The word “Invoice,” a date, and a unique invoice number.

• Business and customer contact details.

• A clear breakdown of charges and payment methods.

• Total amount payable and VAT details (if applicable).

• Guidance on how to use installed goods and maintenance/service requirements.

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5. Complaints and Feedback

• Encourage feedback and provide clear instructions on how to submit queries or complaints.

• Handle all complaints professionally and swiftly.

• Ensure customers are aware that their legal rights are not affected.

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Key Principles

• Clear and honest communication.

• Professional conduct.

• Customer understanding and consent.

• Proper documentation.

• Respect for customer rights.