At what stage should a complaint be referred to TrustMark itself?
If a complaint has not been handled correctly and according to the stated procedures of the scheme operator, customers or firms can refer the case to TrustMark. We will investigate the way the complaint has been handled (not the original points of dispute) and the Board will take action against a scheme operator if the complaint reveals a legitimate failure in the proper operation of the scheme. For further information on the TrustMark complaints procedure, please go to: If Things Go Wrong.
Related Questions
- What happens when the Response from the driver/owner, in the Phase I - Investigation Stage of my Complaint, does not support or show a violation of the Commissions regulations?
- What happens, if during the Phase I - Investigation Stage of my Complaint, the Office cannot determine whether an action can be taken?
- At what stage should a complaint be referred to TrustMark itself?
