Presentation from Diversity, in partnership with TrustMark, on the 1st May 2019 at the Foundations South East sector meeting.

1. DIVERSITY
PRESENTS…
TrustMark Scheme Management
diversity/noun
the state or fact of being diverse; difference; unlikeness; variety; multiformity; a point of difference

2. DIVERSITY INTRODUCTION
Who we are
We are a Customer Relationship Management
& Communications agency, specialising in
delivering excellent customer experiences and
communications.
We work closely with several partner
organisations to develop and deliver industry
leading accreditation schemes, driving forwards
consumer protection.
In addition, we also provide the following
services to our clients:
Website development, hosting and
maintenance, creative design, e-CRM, digital
design, data and analytics, social media,
copywriting and content, video and animation,
SEO, voice, influencer marketing, and paid
media.
Brands we’ve worked with:

3. OUR EXPERIENCE
Since 1999, we have been working with many clients in the construction sector, including manufacturers, trade
bodies, consumer organisations, merchants and retailers.
As part of our role in supporting organisations in managing and running schemes on their behalf, we have also
played an active role in the development of TrustMark, achieving scheme operator status on behalf of clients. This
status enabled our clients to offer TrustMark membership to their independent installers.
For over 12 years we have been working with Dulux, and in recent years with British Gypsum, Velux and more
recently, Foundations to operate and manage their certified tradesperson and TrustMark schemes.
All of our processes are documented and ISO 9001:2015 accredited, and each scheme undergoes an annual quality
audit.
Diversity has developed a clear Code of Practice for each scheme we manage, which is available for consumers to
know what they can expect from tradespeople. In addition we provide templates, training and support on working
practices for members.
Our Chairman is a member of the National Consumer Federation Enforcement Group and previously the acting
Chief Executive of TrustMark.

4. HOW DIVERSITY CAN HELP
• We manage and operate your TrustMark scheme:
Your organisation achieves TrustMark Scheme Operator status – acting on your behalf, we take
care of your members and the ongoing scheme compliance based around your quality standards
• Your tradespeople join the Diversity TrustMark scheme:
We handle all administrative aspects of scheme membership and ongoing compliance including
complaint handling and access to Free ADR (Alternative Dispute Resolution provided by an
independent third party expert)
In both scenarios, each tradesperson pays their TrustMark membership fee directly to us which we
retain to cover our fees of providing a membership service for you.
We are a multi-trade Scheme Operator, covering all trade categories including home adaptations and
stair lifts.

5. TRUSTMARK - MEMBER VETTING
All TrustMark applicants and members undergo strict initial and ongoing compliance checks which
include:
• Onsite face to face assessment of their workmanship and customer care
• Financial and trading address Checks
• Proof of applicable insurances
• Company Documentation Checks – e.g. Quotes, Invoices, Contract T’s and C’s, Complaint
handling Procedures
• Certification Checks – e.g. Gas Safe, NICIEC, DBS (where necessary)
Members must also confirm their acceptance and compliance with the TrustMark Code of Conduct
and Customer Charter.
Regular member review and spot checks are conducted to ensure ongoing compliance. Diversity can
provide support to members where required.

6. TRUSTMARK - MEMBERSHIP COSTS
Applicants must pay for an initial assessment to ensure their workmanship and customer service
meets criteria. A typical assessment fee for a trade scheme costs approximately £150 - £200+vat
depending on requirements and complexity, and is carried out by an industry expert. Alternatively,
assessments can be carried out and arranged by each HIA.
To maintain accreditation, periodical re-assessments will take place to ensure that the member
continues to meet the requirements of the scheme. The cost and frequency will be agreed with the
member, unless concerns and recurring complaints are received.
The annual Diversity TrustMark membership fee is £150+vat.
Diversity is Authorised and regulated by the Financial Conduct Authority and is able to provide
credit facilities, spreading the cost of membership on an monthly basis if required. (subject to status
and terms and conditions apply)

7. THANK YOU
If you would like any further information, please contact us….
Sean McCluskey / sean.mccluskey@diversity.agency
0115 967 3767 / www.diversity.agency
© Diversity Creative Marketing Solutions Ltd, 2019
The information, data, images, concepts or designs contained within this presentation cannot be used, copied or passed to a third
party for whatever reason without the written authorisation of Diversity or until ownership passes to you under our terms of
business. Intellectual property will remain with Diversity unless otherwise contractually agreed.