Who checks the checker?
You should be able to see exactly how a TrustMark is decided before you rely on one. This page sets out our method, our pass and fail rules, who reviews, and the safeguards that keep payment and decisions apart.
Five stages, from application to decision.
- 1
Application and self-assessment
The company tells us about itself and rates itself against each pillar. This helps us plan the review. It is not evidence and doesn't count towards the decision.
- 2
Initial screen
We confirm the company exists and is active, checking the official company register ourselves where it is online. Applications that clearly can't meet the Standard are declined at this stage, before any detailed work.
- 3
Evidence review
The company sends the documents listed for each of the 25 criteria that apply to it. We check that each document is genuine-looking, current, for the right legal entity and covers the required period, and that documents agree with one another: for example, that turnover in the accounts matches the turnover declared for tax. We contact supplier references directly.
- 4
Questions and corrections
Where something is missing or unclear, we ask. The company can explain or send more evidence. Every question and answer is kept on file.
- 5
Decision, with reasons
The reviewer records a finding for every criterion and a decision with reasons. Each decision is logged with the reviewer's name and the date, and can't be altered afterwards without a record.
What it takes to be awarded the TrustMark.
Awarded
Every core criterion, and every conditional criterion that applies, is met on the evidence. There are no major findings. Any minor findings have been put right, or have a correction plan due within 90 days.
Minor finding
An isolated lapse that is explained and doesn't mislead anyone, such as one late filing already made. It doesn't prevent the TrustMark, but must be corrected within 90 days and is checked again.
Major finding
A criterion not met, a repeated lapse, or anything that could mislead customers, staff or creditors. It prevents the TrustMark being awarded, or suspends one already held.
Thresholds, exceptions and the treatment of disputed or pending matters are written into each criterion, so every company is judged by the same rules. Read the criteria.
Every decision has a name on it.
Every review is carried out by a member of basic's assessment team, and every decision records who made it. Reviewers work only from the published criteria and the evidence on file.
Annual surveillance repeats the key checks each year: the accounts (B3), company registration (C1), taxes (C4), insurance (S2), anything that has changed, and any earlier minor findings.
Impartiality safeguards
- The fee is fixed and paid whatever the outcome.
- No one is paid, rewarded or targeted on the number of companies approved.
- A reviewer who has advised, worked for, or has a financial or family interest in a company in the last two years must declare it and can't review that company.
- basic doesn't sell help to pass its own assessment.
- An appeal is decided by someone who wasn't involved in the original decision.
- Every sign-in and every change to a record is kept in a permanent activity log.
One criterion, step by step: C4, taxes paid.
This shows how a single criterion is reviewed. It describes our process, not a particular company.
Certificates of good standing for taxes and social contributions, or where the country doesn't issue them, the latest returns, proof of payment and an accountant's confirmation.
Each document is for the applying entity, dated within the review period, and from the issuing authority. The amounts declared agree with the accounts (criterion C5). Any arrears shown are explained.
Met: no arrears, or only a formally disputed and disclosed amount, or an agreed payment plan being kept to.
Minor finding: one late payment already settled.
Major finding: unexplained or unpaid arrears.
The finding, the documents relied on and the reasons, under the reviewer's name. At annual surveillance, C4 is checked again with fresh documents.
Complaints, suspension, revocation and appeals.
Complaints
Anyone can complain about a TrustMark holder, or about a company using the TrustMark without holding it. We investigate, ask the company for its side, and record an outcome. Raise a complaint
Suspension
If a criterion is no longer met, the company is marked non-compliant. Its seal turns red straight away, wherever it's shown, until the issue is put right and checked.
Revocation
Serious or unresolved failures, false information, or misuse of the TrustMark lead to revocation. The public record shows it, and the company must stop using the TrustMark.
Appeals
A company can appeal any refusal, suspension or revocation within 30 days. Someone who wasn't involved decides, and gives reasons. How appeals work
Basic TrustMark recognition confirms that specified business fundamentals were assessed against the Basic Standard as of the date shown on the company's record. It is not a credit rating, financial guarantee, audit opinion, or assurance of future performance. How we assess