NPTA manages complaints relating to TrustMark Registered Businesses operating under our Scheme Provider licence. Our aim is to ensure issues are handled fairly, transparently and in line with the TrustMark Framework Operating Requirements.
We can look into complaints relating to:
These investigations help protect customers and support high-quality businesses.
NPTA cannot investigate:
Financial issues should be directed to Trading Standards or resolved through appropriate legal channels.
Where possible, please try to resolve the issue directly with the business first. Many concerns can be resolved quickly through open communication.
If the issue remains unresolved, you can submit a formal complaint using our forms:
Please include any relevant supporting information such as reports, photos or communication records.
We acknowledge all complaints within three working days.
If the complaint is within our remit:
We can only correspond with the individual making the complaint.
Outcomes may include:
If you disagree with our final decision, you may request a review by the NPTA CEO.
For cases meeting the criteria, customers may also escalate through the independent TrustMark dispute resolution process.
The above is all in line with the trustMark scheme compliant process, details of which can be found here – https://www.trustmark.org.uk/homeowner/support/complaints-process
We can only engage with the paying client, so tenants should raise concerns with their landlord or managing agent first.
We aim for a full response within 14 working days.
We will share the details necessary for the investigation to take place.