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The Furniture & Home Improvement Ombudsman

The Furniture &
Home Improvement
Ombudsman

Inspiring Consumer Confidence
Since 1992

We are an independent, not-for-profit organisation specialising in Alternative Dispute Resolution (ADR) services for consumers and businesses.

For Consumers

If you don't feel satisfied after going through a business's complaint process, we're here to help.
MAKE A COMPLAINT

For Businesses

We don't just help resolve disputes, we work to raise standards across the whole industry.
BECOME A MEMBER

Inspiring Consumer Confidence
Since 1992

The Furniture & Home Improvement Ombudsman, is an independent, not-for-profit, government-approved organisation set up to help resolve disputes.

Our highly-trained staff provide impartial Alternative Dispute Resolution (ADR) services to consumers and businesses, helping both sides reach a fair and reasonable outcome, which is binding on our members.

More about us
How The Furniture & Home Improvement Ombudsman works

Our weekly webinars for businesses are designed to address and examine topics that members face on a regular basis. They draw on 25 years of knowledge and review real life examples and casestudies, to give clear guidance and confidence to teams and individuals so they can implement improvements to their customer service processes.

Webinar: Handling difficult calls heading image
30
Sep
Webinar: Handling difficult calls
  Online
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Webinar: Ways to market your membership of the Ombudsman to your customers heading image
14
Oct
Webinar: Ways to market your membership of the Ombudsman to your customers
  Online
View Course
Webinar: How to manage an effective induction process heading image
13
Jan
Webinar: How to manage an effective induction process
  Online
View Course
View all courses

Our articles, blogs and publications cover a range of topics for members, stakeholders and consumers.

Safety tips for consumers when planning installation projects
3rd August, 2020

It is a truth universally acknowledged that obligations to ensure an installation project conforms to the plethora of legislation designed to protect consumers and ensure their safety, but there are some practical things consumers can do to ensure th...

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Q: What are a trader’s obligations regarding vulnerable consumers?
10th June, 2020

A: Vulnerability can manifest in many ways and it is hard to define what makes one consumer more vulnerable than another and how their rights may vary. The first question which requires attention is, therefore, can you identify your vulnerable custom...

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Sales of ex-display Items
10th June, 2020

Q: Can a retailer sell an item with known cosmetic damage from the showroom and as long as the customer accepts this at point of sale (face to face, not online) the item cannot be returned for this reason? A: In relation to ex-display or returned goo...

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Our articles, blogs and publications cover a range of topics for members, stakeholders and consumers.

10 ways to improve reputation and encourage constructive feedback
Sep 02, 2020

10 ways to improve reputation and encourage constructive feedback As we discussed in our short webinar today, and in the words of Bill Gates, “Your most unhappy customers are your greatest source of learning”. The challenge, however, is using your co...

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Top tips to avoid a DIY Disaster
Jul 17, 2020

The Consumer Protection Alliance (CPA) has launched a new DIY campaign to make sure that consumers stay safe whilst either attempting home improvement or handing the reins over to someone else. Here are the CPA’s top tips to help ensure that improvin...

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Video Call Etiquette
Jul 17, 2020

The landscape of the social environment in which we conduct our businesses has changed and we find ourselves in a new world of video interaction in a way that was hitherto unprecedented. With government holding cabinet meetings via cloud meetings and...

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Trader's Obligations under Consumer Law
Jul 17, 2020

Trader Obligations under Consumer Law As a trader you will have liability arising out of the breach of a term in a contract which you enter into with a consumer even if that term wasn’t specifically stated in it. Confused? Read on… This article outli...

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Q: Can The Life Expectancy Of Furniture Be Calculated? What Consequences Does This Have When Apportioning Partial Refunds?
Jul 17, 2020

“The Code of Practice to which all our members adhere states that a retailer must “provide consumers with dependable products which are fit for the purpose of which they are bought”. Furniture purchases are typically ‘big ticket' items and a consumer...

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The Difference between an Ombudsman and other ADR Schemes
Jul 17, 2020

Whilst an Ombudsman is a key part of the ADR landscape, there are certain features of an Ombudsman scheme that differentiates it from other ADR models. This is particularly the case in private sector schemes which offer a genuine alternative to court...

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Our articles, blogs and publications cover a range of topics for members, stakeholders and consumers.

Rules of Full Membership
5th August 2020
Before joining the Ombudsman as a member, please ensure you read our Rules of Full Membership ...
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Our Policies
4th August 2020
The Furniture and Home Improvement Ombudsman's policies....
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Consumer Guides
4th August 2020
Please take a moment to read through our Consumer Guides before raising a dispute with us. ...
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Payment Protection
4th August 2020
FHIO operate a Payment Protection Scheme. This scheme is designed to give additional protection to consumers who have paid 100% in advance of a home improvement installation (e.g. the supply and fit of a kitchen or bathroom). For partaking businesses...
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Full Member Code of Practice
21st July 2020
This Code of Practice forms part of the Rules of Full Membership and provides a set of principles which set out to promote high standards and good relations between Full Members, consumers and us. As part of their membership declaration, Full Member...
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Unreasonable Actions Guidelines
17th July 2020
We are committed to providing a fair, impartial and professional service in line with our values. We expect our people to treat our members, customers and colleagues with the utmost respect at all times. We understand that the circumstances surroundi...
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Contact

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Monday to Friday: 9am to 5pm
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