Trustmark Roofing and Building Limited
Smith’s Yard, Felling Industrial Estate, Gateshead, NE10 9EX
Trustmark Roofing and Building Limited is authorised and regulated by the Financial Conduct Authority (FRN 922188). We act as a credit broker, not a lender, and offer finance from a panel of lenders.
Updated February 2025
Complaints Contact Details
Name: Christopher Dodds – Director
Telephone: 0191 489 5555
Email: info@trustmarkroofingandbuilding.co.uk
Our Procedures
Any complaint, whether verbal, written, or electronic, will be referred to our complaints manager at the earliest opportunity or to a senior management member if the complaints manager is unavailable. We will also:
Record details on the firm’s system immediately.
Not delay your complaint by asking you to submit it in writing.
Acknowledge the complaint in writing promptly.
Make contact to seek clarification on any points where necessary.
Fully investigate the complaint.
Keep you informed of our progress.
Discuss our findings and proposed response with you.
Ensure that our firm’s partners have a compliant complaints procedure and communicate effectively with customers.
Provide clear deadlines for responses.
You will receive updates regarding our progress if we cannot respond immediately. Our final response will be provided as soon as possible and no later than eight weeks from the complaint date.
Investigation
The complaints manager will determine the nature and scope of the complaint in accordance with Financial Conduct Authority guidelines:
Complaints must be handled promptly and fairly.
Responses should be clear and, where applicable, include fair redress.
We may take up to eight weeks to provide a response.
Eligible Complainants
Our firm treats all complainants equally. However, eligible complainants who have purchased goods and services using lender finance have additional legal rights that we must acknowledge.
Financial Conduct Authority complaints rules apply to:
Complaints made by or on behalf of an eligible complainant.
Complaints relating to regulated activity.
Complaints involving financial loss, material distress, or material inconvenience.
Final Response
Our final response will clearly outline our decision and the reasons for it. If any compensation is offered, we will provide a clear method of calculation.
If dealing with an eligible complainant and a regulated activity, we will:
Explain that the complainant must refer the matter to the Financial Ombudsman Service within six months of our final response.
Indicate whether or not we consent to waiving the relevant time limits.
Complaints Settled within Three Business Days
If we can resolve a complaint to the customer’s satisfaction within three business days, we will:
Provide a Summary Resolution Communication stating that the complaint has been resolved to the customer’s satisfaction.
Inform the customer that if they remain dissatisfied, they may escalate the complaint within the firm or refer it to the Financial Ombudsman Service.
Provide the Financial Ombudsman Service’s website address and relevant contact details.
Offer alternative communication methods if necessary, such as recorded calls, emails, or text messages.
Closing a Complaint
A complaint will be considered closed when we have issued our final response to the customer. However, this does not prevent the customer from exercising their right to refer the matter to the Financial Ombudsman Service.
Financial Ombudsman Service
We will cooperate fully with the Financial Ombudsman Service in resolving any complaints and agree to be bound by its decisions. We will promptly pay any fees levied by the Ombudsman.
How Long You Have to Complain to the Financial Ombudsman Service
Customers must refer their complaint to the Financial Ombudsman Service within six months of the final response date. If a complaint is not referred within this period, the Ombudsman may only consider it under exceptional circumstances.
Contact Details:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Tel: 0800 023 4567 (free from landlines) or 0300 123 9123 (cheaper from mobiles) or 020 7964 0500 (from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Showroom Opening Hours:
Monday – Friday: 09:00 – 17:00
Saturday: 09:00 – 14:00
Sunday: Closed