TrustStandingTrustStanding
Third TrustStanding certificate

Customer Service Excellence Certificate

Star ratings show what customers felt. This certificate shows what your business actually does for them: how reviews are earned, what refunds and guarantees you stand behind, how low your claims and defects are, whether you ask for feedback, and how fast you put things right.

Start your assessmentSee certified businesses

From $299 · valid twelve months · independent review of your evidence

TrustStanding

TrustStanding

Independent customer service assessment

Serial

CS-2026-8QM47B

Certificate of

Customer Service Excellence

This certifies that the business named below has been independently assessed against the TrustStanding 100-point Customer Service Excellence framework.

Meadowbrook Home Services

Home services · Manchester · United Kingdom

Service score

89/100

Outstanding service

Assessed 12 Mar 2026

4.8/5 from 214 verified reviews

Review record & transparency

18/20

Refunds, returns & guarantees

19/20

Claims, defects & returns levels

17/20

Customer listening & measurement

16/20

Responsiveness & service recovery

19/20

TrustStanding

Certified

Issued

14 Mar 2026

Valid until

14 Mar 2027

Serial

CS-2026-8QM47B

Authenticate

Scan · truststanding.com

Accreditation & review

Identity

Business identity verified

Framework

TrustStanding CS-100 v1

Evidence coverage

100% of requested evidence supplied

S. Juneja, Chair — TrustStanding Assessment Board

Authorised signatory — TrustStanding Assessment Board

Scan the code or visit truststanding.com to authenticate this certificate. The Customer Service Excellence Score reflects the evidence supplied and reviewed at the assessment date and is valid for twelve months. It indicates current customer service practice but does not guarantee future service levels, outcomes or conduct, and is not financial, investment, legal or audit advice. Issued by International Awards Group Ltd, registered in England and Wales (Company No. 16366777).

What buyers actually want to know

Reviews, honestly earned

Every customer invited, nothing filtered, negative reviews answered in public.

Refunds & guarantees that hold

Published policies, statutory windows met or beaten, refunds paid on time.

Low claims, measured

Defects, returns and claims logged, trended and fixed at the root cause.

Listening on a cycle

Regular surveys, a tracked satisfaction measure, and recorded changes made.

The scoring rubric

Five sections worth 20 points each, four scored questions per section. Every answer must be supported by evidence, and our review team confirms the final score before anything is published.

5
Sections
20
Questions
100
Total points
5

Met

Evidence fully supports the statement across the last twelve months.

2.5

Partly met

Practice exists but is informal, incomplete or only partly evidenced.

0

Not met

No practice in place, or no evidence provided.

  1. Section 1 of 5

    Review record & transparency

    The public review picture: how the business earns reviews, how it presents them, and whether the record is complete.

    20

    points

    • 1.1Reviews are collected continuously from real, verifiable customers.5 pts
    • 1.2The current average rating across published reviews is 4.0 or higher.5 pts
    • 1.3Negative reviews are published and never filtered, suppressed or incentivised away.5 pts
    • 1.4Invitations are sent to all customers, not selected by expected sentiment.5 pts

    Evidence required: Review platform summary, invitation policy, screenshots of published reviews including negative ones.

  2. Section 2 of 5

    Refunds, returns & guarantees

    What a customer is actually entitled to if the work or product is not right.

    20

    points

    • 2.1A plain-English refund and returns policy is published before purchase.5 pts
    • 2.2The refund or return window meets or exceeds the statutory minimum in each market served.5 pts
    • 2.3A workmanship guarantee or product warranty is offered in writing.5 pts
    • 2.4Approved refunds are paid within 14 days and the timeframe is published.5 pts

    Evidence required: Refund and returns policy, guarantee or warranty wording, terms of business.

  3. Section 3 of 5

    Claims, defects & returns levels

    How often things go wrong, measured rather than asserted.

    20

    points

    • 3.1Claims, defects and returns are logged and reported at least quarterly.5 pts
    • 3.2Claim or defect levels are low and stable or improving over the last 12 months.5 pts
    • 3.3Return or rework levels are at or below the norm for the sector.5 pts
    • 3.4Recurring faults trigger a documented root-cause fix, not just a repeat remedy.5 pts

    Evidence required: Returns or defect rate report, claims log, complaint register with outcomes.

  4. Section 4 of 5

    Customer listening & measurement

    Whether the business asks customers what they think and acts on the answers.

    20

    points

    • 4.1Customer satisfaction surveys are run on a regular, documented cycle.5 pts
    • 4.2A satisfaction measure (CSAT, NPS or equivalent) is tracked over time.5 pts
    • 4.3Survey findings lead to recorded changes in how the service is delivered.5 pts
    • 4.4Front-line staff are briefed on customer feedback and trained on the outcomes.5 pts

    Evidence required: Survey template and results, satisfaction or NPS report, an action log from feedback.

  5. Section 5 of 5

    Responsiveness & service recovery

    How quickly and how well the business responds when a customer is unhappy.

    20

    points

    • 5.1Negative reviews receive a substantive published reply, normally within five working days.5 pts
    • 5.2Published response times exist for enquiries and complaints, and are met.5 pts
    • 5.3A named escalation route or independent redress option is offered to customers.5 pts
    • 5.4Most complaints are resolved at first contact, and outcomes are recorded.5 pts

    Evidence required: Complaints procedure with response times, examples of published replies to negative reviews, escalation route.

How the score is banded

85–100

Outstanding service

70–84

Strong service

55–69

Sound service

40–54

Developing service

0–39

Early-stage service

One fee, twelve months

Priced on the size of your business. Annual re-assessment keeps the certificate current.

Micro & Small Businesses

Up to 49 people and under $10m annual turnover

$299

Then $225 for the annual re-assessment

Start assessment

Medium Businesses

50–249 people or up to $50m annual turnover

$499

Then $375 for the annual re-assessment

Start assessment

Large Businesses

250+ people or over $50m annual turnover

$999

Then $750 for the annual re-assessment

Start assessment

What's included

  • 100-point Customer Service Excellence Score
  • Five assessment sections
  • Preliminary self-assessment score
  • Evidence coverage percentage
  • Independent review of submitted information
  • Public Customer Service Excellence badge
  • A4 certificate with QR authentication
  • Private gap analysis and improvement recommendations
  • Twelve-month assessment validity

The Customer Service Excellence Score reflects the evidence available at the stated assessment date. It indicates current service practice but does not guarantee future service levels, outcomes or conduct, and is not financial, investment or legal advice.

Get certified in three steps

Choose your tier, complete the guided assessment with your evidence, and receive your independently reviewed Customer Service Excellence Certificate — valid twelve months.

1
Pay for your assessment
Pick the tier that matches your size and pay securely online.
2
Submit your evidence
Answer the 20 scored questions and upload supporting documents.
3
Receive your certificate
Our review team confirms your score and publishes your badge.
Get your certificateAsk a question

From $299 · valid twelve months · independent review of your evidence