TrustMark Reviews 51

A TrustMark affiliated/approved company totally botched my ECO4 EWI installation and caused serious damage to my property. The company never finished the installation or rectified the damage they caused, and have walked away, despite this, they were paid by the ECO scheme. An independent insulation expert declared that my home is now a "fire hazard" because of the way the insulation has been fitted and needs removing asap.  Despite this, TrustMark, who endorsed this company have refused to help, stating "the company has now left our affiliation". TrustMark are a totally useless and pointless organisation who give legitimacy to cowboy builders so they can obtain Government grants.

After a botched Eco 4 installation I contacted Trustmark for support. I then found that Trustmark had identified that the installer had fitted a damaged water cylinder, had not fitted external pipe insulation at the pump on the original inspection (I was not involved as the tenant had made the original application). The Trustmark inspector missed that the venting pipework was 15mm instead of the 22mm required, leaving my property in danger of flooding.A major oversight. When I called them back to re inspect, the inspector was shocked that the cylinder hadn't been changed as he was under the impression that is was (if he'd bothered to check he would know) he stated that he would be pursuing the installer to rectify. But then the MD of Trustmark got involved and everything was quashed. I was told that it is okay for the Eco4 installer to fit damaged items. Much more to moan about, but just know a Trustmark logo means nothing. Just know not to expect any support, they are there to support the installation company in my opinion.

If a Organisation use the TRUST MARK logo then I would really do your research. It appears to be just a logo that luls you into a false sense of security if something goes wrong. That applies to any other logo that offers some form of accreditation or guarantee.
Also check the reviews these guarantors have and the service provider. Often the guarantees are worthless, industry funded etc. BUYER BE WARE.

I believed the Trustmark would help with my experience with ENERGY SMARTS extremely awful attempts to install my ECO4 system . Unfortunately my experience has shown differently. Solar panels incorrectly fitted, system not working, carpets, beds , laminate flooring ruined.
Trustmark have absolutely no interest in helping to sort this mess out .
I'm extremely unhappy.

Appauling organisation.

Botched ECO4 installation.

Absolutely no help whatsoever.

No accountability.

No duty of care.

Carried out a home inspection under Ofgem solid wall remediation scheme and lost all records of the visit.

Unable to contact since.

Absolutely top notch! Had insulation cladding fitted and was having difficulty getting the company to finish up and clean up. One call to let them know a surveyor was coming to check, and miraculously, everything was done in a day!
The surveyor, Matt, was wonderful, friendly and non intrusive while checking. Overall, I have no idea why these rating could be so bad...unless they're written by employees of the cowboys they've exposed!

Got my windows replaced by a registered trust mark company.
Got shoddy windows fitted which leak let in draught and made in correctly
Got in touch with trust mark who didn’t want know
They knew the windows was faulty but wouldn’t help
Absolute useless Company
Ppl beware don’t use this company

Laughably awful. Asked if they could send a surveyor to assess the quality of our ECO4 ASHP/Solar/Insulation package. Made an appointment but no one turned up. Phoned for explanation and was told the team was running late and they would call me back. 4 hours later and no surveyor and no phone calls. A wasted morning. Just as well I am retired so no lost earnings. I really should bill them anyway

This company is beyond incompetent, they are extremely unhelpful and they refuse to give you a full SAR. There is zero point in their existence. They have hidden documents from me that would assist in my Ombudsman case. They are actively allowing cowboy and criminal behaviour from their installers. They also allow the scheme provider to do whatever they want and allow them to not follow their own complaints procedure. TrustMark is dishonest, incompetent and there is no point in their existence. Foul, horrible company

Trustmark have told to me lies to me for 15 months one minute the installers are registered then there not got as far as the ombudsman to told contact citizens Advice.There logo is a warning sign to stay away cowboys at work.I am left with a central heating system not connected up correctly holes in my walls floor boards left unsafe.not fit for purpose

I am extremely dissatisfied with the service and customer care I have received from both a TrustMark-accredited installation company and TrustMark itself. The installation company in question, energy efficiency group, blatantly violated TrustMark’s code of conduct, and despite providing irrefutable evidence of their misconduct, TrustMark failed to take any meaningful action. This raises serious concerns about the validity and purpose of this governing body, which promotes itself as being endorsed by the government.

The installation company demonstrated unprofessional and unethical behaviour throughout the process relating to our ECO4 application for external wall insulation. Not only did they lose my personal documents i.e.bank statements, but also attempted to intimidate and make threats. Nearly six months after the installer self-signed off the work, the two directors of the company Gurpreet Lamsar and Jugbir Bhangoo, visited my home unannounced and left a handwritten note as a warning, demanding bank statements to re qualify for the ECO scheme a third time! This note included the explicit threat to dismantle the external wall insulation they had carried out, and claimed ownership of the materials, along with accusations of fraudulent activity. Such behaviour is utterly unacceptable and demonstrates a complete disregard for customer care and professional standards. Furthermore, their workers were unskilled and as a result they left two areas of an external wall without insulation, which I suspect does not meet the purpose or standard of the scheme. Trustmark failed to carry out an inspection to identify the issue.

Despite these clear breaches, along with evidence of incomplete works, TrustMark’s complaints procedure proved entirely ineffective and appears unfit for purpose. Similarly, the British Assessment Bureau and Ombudsman, which form part of Trustmark's complaints process, ignored the facts presented, turning a blind eye to the situation and further eroding confidence in the process.

No action was taken against the installation company, which leaves me questioning the integrity of TrustMark as an organisation. It appears the TrustMark logo is little more than a marketing tool, designed to lure unsuspecting customers into a false sense of security, rather than providing genuine oversight or protection.

Follow up emails were sent to Trustmark's dispute team more than two weeks ago, but they have again failed to respond.

I would strongly caution against trusting any company that displays the TrustMark logo. My experience has shown it to be a hollow assurance that does not guarantee ethical conduct, professional behaviour, or competent workmanship.

*Update July 2025* - A recent independent inspection of the installation works carried out by the funding body confirmed that the work failed to meet the required standards under the ECO4 scheme. As a result, remedial works were ordered.Following the completion of these additional works, company director Gurpreet Lamsar—who is also a member of the competent persons scheme—failed to keep his promise to return with details of a warranty to cover the further work carried out to the roof and guttering. This ongoing lack of accountability and failure to follow through on assurances continues to reflect poorly on both the installer and the organisations meant to oversee their work.

We worked with the TrustMark team on a project involving retrofit assessments and on-site filming. As the UK’s trusted quality assurance organisation for home improvements, they represented their mission exceptionally well. From the first communication to on-site work, Georgina, Rhys, and the team were professional, knowledgeable, and warm. They ensured everything ran smoothly and reflected TrustMark’s standards perfectly. Even sending the homeowner a thank you gift for allowing us to use their home for part of the project. Follow-up communications were equally efficient and the whole team that interacted with them would highly recommend.

I used a Trust Mark registered business for solar panels. The company completed the work in one day and were very professional.
I always try to use businesses that are Trust Mark registered.

Enjoyable couple of hours - talking about Trustmark and how this benefits us with placing ourselves in the high quality installer bracket for our Solar PV, EV Charger and all electrical works

Spoke to TrustMark on the 2nd of December 2024 @ 12.25 (phone call recorded) about Tort of Negligence by a company under the directorship of Nick (Muhammed Naeem) owner of Powering up Briatin Ltd trading as Britain Energy. They advised me it would be 10 working days to get back to me. I called them on the 17th December 2024 @ 14:09 and the lady asked me loads of questions and she stated the dispute team will call me back, (phone call recorded) they didn't call back. So I called back again today 18th December 2024 @ 16:46 (phone call recorded) and a very rude lady answered the call (working from home, dog barking in the background) called Janet, who showed no empathy, or compassion, or care, and no respect, and her tone was quite harsh. She told me it is 10 working days, I said "let me check", and worked out today was the 13th working day passed. She was quite rude in her tone, and I suggested she should get some customer service training in how to talk to 'customers'. I bet they treat businesses with much more respect!

What is the purpose of this 'not for profit' organisation just so rogue businesses can affiliate with themselves with them to make themself more worthy and professional!

If dispute team don't respond I will contact my local MP as they are using government funding for payments, and using rouge traders!

KM services nationwide LTD did my attic insulation and when they put back the radiators they didn’t connect them to pipes and water leaks and damaged my whole carpets water went through atttic all the way down to cellar the inspector visited my property and was not happy with the work that was carried out and informed Km services to rectify the issue but still have not done anything I have sent them sn invoice for my damages but they debating about tye pice. They have damaged my carpets so they should pay but they don’t want to.
I Strongly don’t recommend this company to do any government grant work. They are not professionals but a set of cowboys.

The website is very useful for finding qualified and accredited companies and individuals

TrustMark are active and responsive. What more can you ask for from a company with the sole aim ensuring compliance and quality.

Most importantly, they provide useful information that is readily available to all who need it!

Including us at AD Watts Electrical. We are happy to be affiliated with them.

An endorsement from Trustmark is completely worthless. In fact, you are likely to get a complete cowboy builder as they will use the quality mark from Trustmark to hide behind their inadequacies. Also be warned about what Trustmark say about managing a build, again completely worthless. My advice is simple: -

1. Do not pay a deposit,
2. Check to see if a builder has any outstanding court judgements
3. Have your own contract from the Kitchen and window people
4. Manage your own internal works for example flooring and fixtures and fittings. Painful but worth it in the long run

Please read other 1* reviews on this site as they are broadly in line with my experiences.

We needed our electrical sockets raised as we're not getting any younger and couldn't reach the plugs! So contacted P W STEVENS (Trustmark) here on the Isle of Wight and he fitted us in promptly. A competent electrician who listened to what we wanted and complied to the letter. We shall certainly recommend him to our friends and family.