Eight commitments, made in writing.
Every business that applies for the Basic TrustMark makes this promise, signed by a director or authorised person. The five pillars show the basics were in order when we checked. The promise is the company's word that they'll stay that way.
- 1Keep honest books
We keep accurate, up-to-date accounts, reconcile them regularly, and pay what we owe on time.
- 2Pay people properly
We pay everyone who works for us correctly and on time, with the contracts, taxes and contributions the law requires, and treat them fairly.
- 3Stay on the right side of the law
We keep our registrations, licences, filings and insurance current, and meet our tax and legal obligations.
- 4Protect what we're trusted with
We keep customer and staff data and our systems secure, and control who can access money and records.
- 5Decide on real numbers
We plan with real figures, look ahead, and get advice when decisions are bigger than our own expertise.
- 6Tell basic the truth
Everything we give basic is complete and accurate. We tell basic within 30 days of any material change, such as new owners, insolvency, legal or regulatory action, or losing a licence.
- 7Use the TrustMark honestly
We show the TrustMark only for the company that was assessed, only while it is valid, and only using the live seal. We remove it if it turns red or is revoked.
- 8Deal fairly with complaints
We respond to customers' concerns promptly and fairly, and cooperate fully when basic investigates a complaint.
We understand that breaking this promise can lead to our TrustMark being suspended or revoked.
When it's made
The promise is accepted when a company applies, and confirmed by a director or authorised signatory in the detailed application. It stays in force for as long as the company holds the TrustMark.
How it's checked
Annual surveillance looks at whether the company has kept it. Complaints from customers, staff or partners can show where it hasn't.
If it's broken
basic can mark the company non-compliant, which turns its seal red, or revoke the TrustMark. Every decision can be appealed.
Think a company has broken its promise?
Tell us. We'll investigate and ask the company for its side.