TrustMark Terms & Conditions

Owner: NetRet Group Ltd

Version: 1.2

🔹 Table of Contents

1. Introduction
2. TrustMark Registration Requirements
3. TrustMark Licence Conditions (Mandatory Obligations)
4. Installer of Interest Assessment Plan
5. Complaint Handling
6. Complaint Investigations (Costed where applicable)
7. Minimum Consumer Protection Requirements
8. Certification Agreement (TrustMark Only)
9. Data Handling & Privacy (TrustMark Scheme)
10. Customer Data Consent
11. Payments, Cooling Off, and Cancellation
12. Use of Logos and Certification Marks
13. TrustMark Code of Conduct & Customer Charter
14. TrustMark Quality Assurance Mechanism (QAM) Acknowledgement
15. Clarification of NetRet’s Role in TrustMark Registration
16. TrustMark Suspension/Removal Consequences
17. Post-Registration Responsibilities
18. Termination

1. Introduction

This agreement applies only to clients seeking TrustMark registration without PAS 2030:2023 certification. It does not constitute a pathway or guarantee of PAS 2030 certification.

NetRet Group Ltd is an independent Certification Body operating in compliance with ISO/IEC 17065 and relevant UKAS and TrustMark framework requirements.

2. TrustMark Registration Requirements

• You must comply with TrustMark’s Code of Conduct and relevant consumer protection frameworks.
  • All applications will be audited against TrustMark standards prior to registration.
  • Clients must disclose outstanding Technical Monitoring (TM) fails during application.
  • Failure to disclose TM fails may lead to automatic removal from the TrustMark scheme.

3. TrustMark Licence Conditions (Mandatory Obligations)

By applying for TrustMark registration, the Installer agrees to comply with all licence obligations as set out in the TrustMark Framework Operating Requirements, including but not limited to: complaint handling, post-completion support, insurance-backed guarantees (where required), and consumer data protection.

4. Installer of Interest Assessment Plan

If TrustMark flags high Technical Monitoring fails:
• NetRet may move your organisation onto the Installer of Interest Assessment Plan.
• This includes:
    o A Special Assessment Visit (chargeable).
    o Submission of a corrective action plan to reduce TM fails.
    o Demonstration of sustainable improvement to avoid de-registration.
• Failure to comply with this process may lead to suspension or withdrawal of TrustMark registration.

5. Complaint Handling

TrustMark-registered businesses must:
• Operate a robust complaints procedure.
• Resolve complaints within 4 weeks where possible.
• If unresolved, the issue may escalate to:
    o ADR (Alternative Dispute Resolution)
    o Dispute Resolution Ombudsman (DRO) (if all steps are exhausted)

6. Complaint Investigations (Costed where applicable)

Where NetRet must investigate complaints:
• Charges apply depending on risk level:
    o Major: £1,300/day (Special Visit)
    o Moderate: £775 (Remote Review)
    o Minor: £325 (Admin Review)
    o Non-Conformance Admin Fee: £25

7. Minimum Consumer Protection Requirements

The Installer shall ensure that appropriate post-installation support is in place for all TrustMark-covered work, including access to remedial action, complaint handling, and provision of a warranty or consumer protection mechanism (where applicable). Failure to maintain this support may trigger removal from the TrustMark register.

8. Certification Agreement (TrustMark Only)

As a client, you agree to:
• Fulfil TrustMark registration requirements as updated.
• Grant access for:
    o Complaint investigations
    o Reviews of documentation
    o Participation of observers (if required)
• Maintain accurate records of complaints and corrective actions.
• Inform NetRet of relevant changes including:
    o Legal or organisational changes
    o Key personnel changes
    o Changes in business status or contact info

9. Data Handling & Privacy (TrustMark Scheme)

NetRet Group Ltd complies with the UK GDPR and Data Protection Act 2018. As part of the registration process, NetRet may share relevant information with regulatory bodies including TrustMark, UKAS, Ofgem, and DESNZ. This data is handled confidentially and stored securely. Access is restricted to authorised personnel only.

10. Customer Data Consent

The Installer agrees to obtain informed consent from the consumer for sharing relevant installation data with NetRet Group Ltd and TrustMark for the purpose of compliance, dispute resolution, or technical monitoring.

11. Payments, Cooling Off, and Cancellation

• 100% of the invoice must be settled before registration.
  • Cooling-off period: 14 days with full refund minus 25% admin fee (if no assessment has begun).
  • No refunds are given after the 14-day period.
  • Charges apply for cancelled or missed appointments with insufficient notice.

12. Use of Logos and Certification Marks

• You may use TrustMark logos only upon successful registration.
  • Misuse of marks will result in enforcement actions or deregistration.

13. TrustMark Code of Conduct & Customer Charter

The Installer agrees to abide by the TrustMark Code of Conduct and Customer Charter, including acting with honesty, integrity, transparency, and in the best interests of the consumer at all times.

14. TrustMark Quality Assurance Mechanism (QAM) Acknowledgement

The Installer acknowledges that TrustMark may conduct independent audits, technical monitoring, or investigations under its Quality Assurance Mechanism, and agrees to cooperate fully with such activities.

15. Clarification of NetRet’s Role in TrustMark Registration

NetRet Group Ltd acts as a Scheme Provider under the TrustMark Framework and facilitates TrustMark registration. Final approval and registration rights rest with TrustMark.

16. TrustMark Suspension/Removal Consequences

Where the Installer is found to be non-compliant with TrustMark requirements or subject to unresolved complaints, NetRet may recommend suspension or removal from the TrustMark register. The Installer will be notified of such actions and may appeal in accordance with TrustMark’s procedures.

17. Post-Registration Responsibilities

TrustMark registration is ongoing and subject to continued compliance with all TrustMark Framework and NetRet Scheme requirements, including changes notified from time to time.

18. Termination

NetRet or the client may terminate this agreement with:
• 3 months’ written notice
• Immediate termination in cases of:
    o Fraud
    o Non-disclosure
    o Breach of TrustMark terms
    o Insolvency