Trusted Payments Insurance Backed Warranty

These Terms and Agency Agreement are Version 1.8 and were issued on the 3^rd July 2026. This document outlines Trusted Payments Insurance Backed Warranty. These terms shall be updated from time to time. 

Summary

Trusted Payments (TP) provides an insurance backed warranty as part of its service. The service is designed to assists homeowners and Contractors to deliver successful outcomes for home improvement and energy efficiency projects. The service provides an App to manage the project, payment via Open Banking with delayed payments, the holding of the final payment and a warranty during the project and post completion. 

The warranty provides up to 3 months cover for the project and 24-months warranty post completion to ensure if there are issues with the installation the homeowners can claim for correcting any issues if the Contractors does not take responsibility and rectify. 

This document sets out the terms of the warranty, the independent resolution process via the Dispute Resolution Ombudsman (DRO) and what is covered within the scope of the service as well as how to claim. 

How does the warranty support consumers

The warranty covers the consumer (You/Your) if the Installer does not rectify an issue that You identify and is escalated to the DRO where the issue is held in Your favour and the Contractor does not put right in a reasonable time. 

Any warranty claim is made via the DRO who are independent of Trusted Payments and provides an assessment of any claim. They will also provide a recommendation for any pay out by the warranty. 

• The warranty covers costs including negligence up to a value of £20,000. A claim against a manufacturers warranties if appropriate should be made first.
• The warranty covers the project for up to 3 months of construction time and covers against the Installer ceasing trading, walking off or being a scammer. 
• If the Installer does not complete the remedial work to the satisfaction of the DRO then the Installer may be banned from the App.   

Introduction

Trusted Payments (TP) provides a warranty on any works using Trusted Payments. The App provides a simple way to ensure a better outcome for any home improvement project. Trusted Payments helps consumers to manage the project, release monies to the Contractor, and, at the outcome of the project, provide a defined time and scope warranty on the work completed. 

The service is provided as a package, with the consumer and Contractor using the App to manage the project and handover of the project upon completion. Consumers pay project funds via the App at pre-approved stages to the Contractor plus the final payment is held in escrow. Both Contractors and consumer complete a sign-up process where we establish the identity of both parties, along with key insurance coverage. 

Trusted Payments via the App provides a simple and effective way for consumers to ensure their project goes as planned. For Contractors, the app provides a way to manage their engagement with the client and agree stage payment, as well as any additional works or cost that are incurred (with both parties agreeing to these changes).

This document sets up what the warranty covers up to an agreed maximum of £20,000 and provides in terms of consumer protection. This document is written in plain English to ensure it is clear and understandable to all parties. This is a contractual warranty and not an insurance product and is outside of the financial ombudsman jurisdiction as a warranty. It is executed under English and Welsh law. 

Trusted Payments insurance back warranty cover

Trusted Payments will cover: 

• • A maximum agreed value of the project placed via the App up to a liability maximum of £20,000 including any consequential loss. 
  • The warranty will protect all project monies that are released to the Contractor via the App. If part of the spend is transferred directly to the consumer/Contractor outside of the App, this will not be covered under the warranty. If you paid £15,000 via the App of a £20,000 project we would only cover the £15,000.  
  • Any claim should exclude any pre-existing product. We will work with these warranties to fill in any resolution gaps.
  • The claim must be made within 24 months of the completion of the project including raising the issue with the Contractor and allowing 45 days for their resolution process. 
  • The Trusted Payments process must be followed for any warranty pay out. If the process has been followed, TP aim to make payment within 5 working days from the final point of confirmation. 
  • TP are not liable for any damage caused beyond the original project value if this exceeds £20,000 where monies are transferred through the App. DRO decision on this remains final and all cases are determined independently by the DRO.
  • Where DRO suspects the Contractor or consumer to be fraudulent then claims may be referred to the National Trading Scams Team and be declined if found fraudulent. The details with be passed over to Action Fraud or the Scottish Police service.  TP will not disclose the reasons for decisions if a case is declined due to fraudulent activity. Details of the parties will be retained, added to TPs fraud prevention database.
  • If any issues are determined to be vexatious by DRO these will not be investigated so please ensure any case raised is reasonable and fair.

What is not covered

• • Normal wear and tear. 
  • If the maintenance programme related to any products is not followed and causes the issue. 
  • Where there is a product warranty that already covers the issue. 
  • All Contractors must be a member of our partnered Contractor organisation. In addition, any Contractors that does not honour the Ombudsman decision will have no future work covered. A record of all Directors will be maintained. 

Claims process

• • Raise issue with the Contractor: please raise any issue with the Contractor and allow the Contractors the time to respond and to resolve the issues. Please record these communications, as the record will be used by the independent assessor. Allow the Contractor up to 45 days to resolve any issues. 
  • If not resolved, then raise the issue with TP. If the issue is deemed to be within terms of scope we shall pass the issue to the DRO. DRO is independent from TP and will investigate any warranty claim to ensure decisions are fair to the consumer and Contractors.
  • TP will provide all details of the case to the DRO. The DRO will then ask the consumer and the Contractor for all details of the issue as well as use all the data from the App. They will then assess the case and ask both parties for additional information as appropriate. This may include emails, phone calls, video chats or other supporting information. 
  • Decision: DRO will then make an independent impartial decision. This outcome will be binding decision a warranty claim. 
  • • • if the outcome is held in the Contractor’s favour, then no additional action will be required. Potentially, any monies held by Trusted Payments will be released by Trusted Payments to the Contractor. 
      • If the outcome is held partially in the consumer's favour, then the proposed the Contractor will be required to complete the proposed remedy. If payment is required this can also need to be released from any monies held by Trusted Payments. 
      • If the outcome is held fully in the consumer's favour, the Contractor will be required to complete these works. 
  • Resolution undertaken (if applicable): if the Contractor is required to complete the outcomes from the decision of the DRO.  A reasonable time will be allowed depending on the issue. 
  • Warranty claim: if DRO deems the Contractor has not completed the outcomes as defined then the consumer can make a claim under the warranty. 
  • The claim will be assessed to determine the liability by the DRO in relation to the works. 
  • Once determined the claim liability will be authorised by Trusted Payments and a claim will be made against the warranty payment to the consumer within 5 working days. 

Supporting terms

• All claims will be independently assessed, and outcomes will be decided by the DRO. 
• Trusted Payments will provide a cash payment for remediation of the issue.  The payment is based on the DRO recommended payment. 
• Payment will be made to the consumer banking details registered in the App, no payments can be made to alternative third parties or other bank accounts. 
• Contractor not completing remedial works defined by the DRO will be banned from future projects in the App, and legal action may be undertaken to recover costs from this and any other projects within the App. You as the consumer hand over the liability to our insurer to recover monies from the Contractor. 
• No resolution will be provided if either party is deemed to be fraudulent or provides false or inaccurate information. DRO shall pass the case over to Trading Standards Fraud Officers for independent assessment and if deemed the information will be passed to Report Fraud or Police Scotland. 
• • TP’s objective allowing for time to resolve is to provide an outcome for any case within 4 weeks. If remediation is not completed within 2 months from the time of the decision unless the consumer agrees an extension directly with the Contractor will be deemed to be in breach of any agreement. 
  • The resolution must be completed within 6-months. If the issue is not resolved, the consumer must notify DRO or TP so further action can be taken. If the consumer does not notify either body their claim will be closed.

Legal

• This agreement is under the terms of the App, Trusted Payments under a binding mutual agreement between the parties in which parties permit an arbitration of the issue and to abide by the decision. 
• The terms as written under English and Welsh law. 
• Both the consumer and the Contractor agreement by use of the service to abide by the terms of the App. 
• Decisions made independently by the DRO of Trusted Payments are binding under the terms and conditions of the TP App, with both parties agreeing to settlement of the issue. 
• Consumers who do not make payment where the outcome of independent resolution by the DRO then legal action may be taken to recover monies. 
• Projects are only covered where undertaken through Trusted Payments via a membership association. TP only work with membership organisations who reach our minimum standards. 
• As a Contractor, you permit TP to share information with the membership organisation about the organisation and its directors. 
• The use of the service is subject to an acceptable use policy if we consider a Contractor to have unreasonable issues, TP will suspend them from use of the App. If after investigation the Contractor will be able to take on new projects. Consumers with active projects whilst the Contractor is suspended will remain covered.