TrustMark Launches Consultation on Quality Scheme Changes

TrustMark has launched a public consultation on changes to its quality scheme.

The proposals cover improving consumer protection changes to strengthen oversight and accountability, improve assurance and enhance financial protection.

The Department for Business, Innovation, Science and Trade (BIST) who grant Trustmark’s licence supports the changes proposed.

The proposals include ways to:

• Simplify redress for consumers
• Clarify the roles and responsibilities of TrustMark, its scheme providers and registered businesses
• Streamline processes
• Broaden the use of its analytical tools and data insights to strengthen quality assurance
• Reduce admin and costs to scheme providers, including TrustMark as the single point of contact for consumer complaints
• Strengthen financial protections

Charlotte Carter, Chief Operating Officer at TrustMark, said: “With consumer detriment standing at over £10 billion in this market, change is needed to improve the situation for consumers and businesses. We strongly encourage our partners across the sector to participate. We want to hear their views and ideas and include their expertise and knowledge in the thinking going into decisions about our scheme. Only by working together will we achieve the best outcome.”

The public consultation opened 22 September and is available on the TrustMark website. The consultation closes on 27 October, 2026.

>> Read more about TrustMark in the news