Staying informed: Customer FAQs regarding the Trustmarque and Ultima integration journey
In light of the recent announcement regarding Trustmarque Group and Ultima Business Solutions' completed merger, this article answers some of the questions you and your organisation may have at this time.
What’s the latest on the Trustmarque and Ultima merger?
We are pleased to confirm that Trustmarque and Ultima have come together as one business with a shared vision, common leadership, and a joint commitment to excellence and quality. This marks an exciting step forward in our journey to deliver enhanced value, broader service capabilities, and a more unified customer experience.
That said, there are no immediate changes to how we operate.
Your existing services, contacts, and support channels remain unchanged. While we are now aligned under a common purpose, we will continue to run as distinct entities for the time being. This 'business as usual' approach ensures continuity and stability as we begin aligning our operations behind the scenes.
Will new products or services be introduced?
Yes. As part of our initial rollout, we’re excited to introduce a range of new service offerings designed to enhance your experience and unlock greater value across our combined capabilities. Full details are available from your dedicated account manager. You can also visit our websites (Trustmarque.com / Ultima.com) for the latest updates or reach out to your usual contact for tailored guidance.
Will my account or relationship management change?
As we move forward together, we’re committed to keeping you fully informed of any updates to your account or partner management structure. Our priority is to ensure a smooth and transparent experience, with minimal disruption to your existing relationships. To support this, we’re taking a consultative approach, engaging with you directly to understand your needs, address any concerns, and incorporate your feedback. This collaborative method is designed to provide reassurance and foster confidence, ensuring you feel actively involved and supported throughout this journey.
How are we prioritising Governance, Risk, and Compliance (GRC)?
Governance, Risk, and Compliance (GRC) remains a central focus as we align our operations. It forms a key foundation for how we work together. We understand that trust, transparency, and accountability are essential during times of change. That’s why our GRC teams are actively involved at every step, ensuring our operations remain secure, compliant, and aligned with industry best practices.
Will anything change with my contract or pricing?
We want to reassure our customers and partners that your existing commercial agreements remain fully protected. All current terms and conditions, including pricing, service levels, and contractual obligations, will continue to be honoured in full.
This means:
- No disruption to your existing Statements of Work (SOWs): All agreed deliverables and timelines will proceed as planned, with no changes to scope or cost unless mutually agreed
- Advance notice of any changes: Should any updates to terms or pricing be required in the future, we will communicate these clearly and well in advance, ensuring you have time to review and discuss them with your account team
- Framework and individual contract integrity: Whether you are engaged through a framework agreement or a direct contract, the governing terms will remain in place and respected throughout this transition
- Commitment to transparency: We are committed to maintaining open and honest communication. Any proposed changes will follow a formal change control process and be supported by clear documentation.
Our goal is to ensure that you experience continuity, clarity, and confidence in every aspect of your commercial relationship with us. If you have any questions about your current agreements or would like to review your contract terms, please reach out to your account manager or commercial contact
Will the systems we use for transactions and services remain the same?
Yes. During this early stage of our journey as one business, the systems we use to manage customer transactions and deliver services will remain unchanged. Your experience with us will continue uninterrupted, and we are committed to providing system continuity.
If any future enhancements are planned, we will communicate them well in advance and ensure they are implemented with minimal impact on your organisation.
