TrustMark Customer Charter

About TrustMark

TrustMark is a Government-endorsed sign of consumer protection for home improvements, repairs, renewable energy installations and low energy retrofits that are designed to make your home more comfortable and cheaper to run.

TrustMark is attained by a reputable business after it can prove to a certifying body (i.e. Certification schemes or Trade Associations) that it has all the right competences and consumer protections in place.

TrustMark's requirements relate to all the business's work and all its employees, as it is the business which is TrustMark registered, not just the work.

This Customer Charter sets out the rights and responsibilities of any customer receiving advice, installations, products, services or other work carried out by D.P. Electrical Specialists Limited, which carries the Government-endorsed TrustMark quality mark.

Customers include householders, landlords and tenants. You can find a full list of TrustMark businesses at www.trustmark.org.uk.

You Can Have Confidence That D.P. Electrical Specialists Limited Will:

Do What We Say We Will Do

  • Comply with this Customer Charter, and work to the operational requirements set out in the TrustMark Code of Conduct (business behaviours) and the Codes of Practice (technical standards) relevant to the works completed
  • Provide accurate performance claims for any energy saving or energy generation installations, and then supply products and services that perform as promised
  • Carry out a proper testing and hand-over process so you know how things work and how they must be maintained
  • Follow processes correctly, turn up for appointments and work the hours we say we will

Act in a Responsible and Professional Manner

  • Be responsive, approachable and treat you fairly and with respect
  • Communicate clearly and in good time so you always know what is happening — for example if we are running late for an appointment or if anything changes
  • Be mindful of vulnerable customers
  • Respect your home and agree any access requirements with you
  • Keep our work area safe, with minimum disruption, ensuring it is tidy at the close of each day
  • Protect your personal information in compliance with data protection regulations
  • Try to understand your circumstances so, where you receive advice, that advice is suitable and takes account of your needs
  • Supply you with goods and services in line with your usual consumer rights

Give You the Right Information, at the Right Time

  • Tell you openly who we are and what we do, and the same for every sub-contractor or third party acting on our behalf
  • Follow fair marketing practices, including no misleading advertising
  • Observe 'no cold calling' zones and stickers, and avoid high pressure selling techniques
  • Explain to you the benefits of the TrustMark scheme and signpost you to the TrustMark Information Hub
  • Provide you with clear, accurate and understandable information about products and services
  • Inform you about whether you need any other legal or technical consents for the work being planned
  • Tell you what will happen next, and by when, and keep you updated on progress before, during and after the point of sale

Protect You With Clear Contracts

  • Provide you with a clear and detailed, itemised written quotation, and terms and conditions that you understand
  • Signpost you to independent advice before you sign a contract
  • Explain your cancellation rights — where appropriate
  • Provide fair pricing and contracts with no hidden costs or penalties

Do Our Best to Resolve Any Concerns or Complaints

  • Provide a free initial complaints process and ensure there are no barriers for you to contact us with queries, requests, concerns or complaints
  • Take responsibility for any issues where we may be at fault and look to resolve them with minimum disruption
  • Signpost you to our Alternative Dispute Resolution (ADR) service, and the TrustMark complaints process
  • Use your feedback to improve how we do things

You Also Have Responsibilities — We Ask That You:

  • Check that D.P. Electrical Specialists Limited is TrustMark registered for the relevant trade(s) — you can verify this at www.trustmark.org.uk
  • Provide the necessary access to your property and make it clear if there are any special requirements that might affect the work — e.g. parking, toilet facilities, pets, children, neighbours, materials storage, home security
  • Make sure you have the correct Building Regulations, planning and environmental permissions in place for the work on your home
  • Make sure you have a signed contract before works start
  • Take independent advice where necessary
  • Arrange a conversation with us as quickly as possible if you have any concerns, so they can be discussed and resolved at an early stage
  • Be on time for any appointments and treat our staff and tradespeople with respect
  • Pay on time and according to the terms of the contract you agreed
  • If you do have a complaint, follow the TrustMark process outlined at www.trustmark.org.uk/homeowner/support/complaints-process

Download the Official TrustMark Customer Charter

You can download a copy of the official TrustMark Customer Charter here: TrustMark Customer Charter (PDF)

Contact D.P. Electrical Specialists Limited

D.P. Electrical Specialists Limited
10 Hadrian Ct, Sherburn in Elmet, Leeds LS25 6QB
📞 07764 760281
TrustMark Registration Number: 67454
Scheme Provider: NAPIT