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NEWS & PUBLICATIONS

Latest News, Articles & Publications

News, Articles and Publications Index

Latest News

Black Friday - Key Practices Businesses Should Avoid to Maintain Trust and Compliance
Sep 19, 2024

This year, Black Friday falls on November 29 and it's expected that more consumers than ever will be hunting for deals ahead of Christmas. According to consumer protection law, buyers have the right to trust the information and claims made by sellers...

Read More
Topps Tiles Commits to Consumer Protection
Sep 19, 2024

Topps Tiles, one of the ‘UK's leading tile and flooring retailers’, has registered with the Furniture and Home Improvement Ombudsman (FHIO), underscoring their ongoing dedication to safeguarding consumer rights and promoting fair trade. This affiliat...

Read More
Navigating Legal Landscapes on Bank Holiday DIY Dilemmas
Mar 28, 2024

With the approach of the Easter Bank Holiday weekend, numerous individuals will be embarking on home improvement endeavours. Whilst DIY enthusiasts often overlook the legal implications of mishaps, it's crucial to consider various key aspects to guar...

Read More
Who is a Consumer and Why Does it Matter?
Mar 14, 2024

Who is a Consumer and why does it matter? With the rise of conscious consumerism making consumers more discerning than ever before, making purchasing decisions influenced by sustainability, value for money and ethical choices, putting the consumer an...

Read More
Dispute Resolution Ombudsman appointed by CCW
Dec 04, 2023

Following an extensive market survey and competitive tender process, Dispute Resolution Ombudsman (DRO) has been appointed as the Consumer Council for Water’s (CCW) new Adjudication provider to resolve disputes that cannot be settled via mediation. T...

Read More
Laying Down the Law on DIY
Aug 21, 2023

As the August Bank Holiday weekend approaches, many will be turning their hand to home improvements. For proficient DIY enthusiasts, there’s seldom thought given to legal mishaps, but there are several important factors to consider when preparing for...

Read More
GDPR Five Years On
May 25, 2023

GDPR Five Years On 25th May 2023 marks the 5th Anniversary of the once greatly anticipated EU General Data Protection Regulation (GDPR)– a milestone in data protection law and regulation and a mind shift for organisations who process our personal dat...

Read More
Ombudsman appoints four new Standards Board members
Mar 02, 2023

The Furniture & Home Improvement Ombudsman, (FHIO) has appointed new members from B & Q, DFS, Tapi Carpets and the British Association of Removers (BAR) respectively, to its Standards Board. Chaired by Dr Richard Kirkham from the University...

Read More
Savvy Christmas Shopping Tips
Dec 15, 2022

How to get it right first time (and what to do if something goes wrong). ‘Tis the season and with Christmas shopping at the forefront of our minds, Black Friday sales behind us and the traditional January bargain-hunt on the horizon; many are lookin...

Read More
ScS registers with Ombudsman
Oct 02, 2022

Furniture and flooring retailer invests in consumer protection as they strengthen their digital and omnichannel shopping approach. One of the UK’s largest retailers of upholstered furniture and floorings, ScS has joined the Furniture & Home Impr...

Read More
Reference Pricing
Aug 17, 2022

As we're in the summer sales season, how does a consumer know that the Price is Right? Research from YouGov indicates that 58% of global shoppers increased their expenditure for seasonal events in the past 12 months which means that now, more than ev...

Read More
Minor Defects
Aug 17, 2022

Q: Is it ever reasonable for a retailer to insist on a repair to a minor defect which is reported on delivery? A: It is a truth universally acknowledged that the issue of minor defects gives rise to major debate. There are differences of opinion re...

Read More
Is everything rosy with your Garden Furniture?
Apr 28, 2022

With the summer months, Bank Holiday and Jubilee weekends approaching, many will be focussing on their gardens and outdoor living to mark these occasions and make the most of the better weather ahead. This is usually the time of year when complaints ...

Read More
Furniture Life Expectancy - How Long Should it Last?
Mar 02, 2022

Can the predicted lifespan of furniture be calculated? What consequence does this have when retailers calculate partial refunds for items such as sofas, mattresses and soft furnishings that haven’t stood the test of time? Furniture purchases are typ...

Read More
Many happy (January) returns
Jan 27, 2022

What are your legal rights when returning goods and trying to claim your money back? When the rush of the festive season is over, the January sales present a further opportunity to hit the shops, whether online or in person. For some it’s an opportun...

Read More
ADR Industry Launches Undergraduate Essay Writing Competition
Dec 01, 2021

The Judicial/ADR Liaison Committee, facilitated by Dispute Resolution Ombudsman and Civil Mediation Council have launched an Undergraduate ADR Essay Writing Competition to allow law undergraduates who are interested in pursuing a career in ADR to gai...

Read More
Bagging a bargain this Black Friday?
Nov 26, 2021

A huge rise in sales is predicted on Black Friday this year, which takes place on 26 November despite some retailers being affected by ongoing supply shortages, a lack of lorry drivers and high shipping costs. In recent years many businesses have be...

Read More
Meet the Team-Rosie Tackley, Lead Ombudsman
Nov 22, 2021

To celebrate Rosie’s promotion to Lead Ombudsman of the Rail Ombudsman we sat down with her to find out more about her and her role. How long have you been with the Dispute Resolution Ombudsman (DROL) I joined the then Furniture Ombudsman (TFO now F...

Read More
DROL's Response to the MOJ Call For Evidence
Nov 01, 2021

Please find below the link to DROL's response to the MOJ's call for evidence View response...

Read More
DROL's Response to the BEIS's Reforming Competition and Consumer Policy Consultation
Nov 01, 2021

Please find below the link to DROL's response to the BEIS's reforming competition and consumer policy consultation View response...

Read More
TrustMark reappoints the Dispute Resolution Ombudsman for a second term.
Oct 26, 2021

The Dispute Resolution Ombudsman (DRO) is delighted to have been reappointed for a second term by TrustMark, the home improvement industry’s only Government endorsed quality scheme.Dispute Resolution Ombudsman (which also operates the Furniture &...

Read More
Meet the Team- Beth Hartman, Consumer Services
Oct 18, 2021

Firstly, tell us more about your role at the Ombudsman? I’ve been with the Ombudsman for over five years and joined after completing two work experience placements, the first in year ten and the second, once I’d finished my A-levels. I applied for w...

Read More
Land of Beds Invests in Consumer Protection
Sep 20, 2021

Bed retailer joins Ombudsman amidst business growth. Three-store independent Land of Beds has joined the Furniture & Home Improvement Ombudsman (FHIO) and in doing so has highlighted responsible business practice and demonstrated their ongoing co...

Read More
FHIO's response to the Government's new consumer protection reforms
Jul 20, 2021

The Furniture and Home Improvement Ombudsman (FHIO) has joined the chorus of support from the Competition and Markets Authority, Which? and Citizens Advice in response to the Government’s proposed strengthening of consumer protection and the steps to...

Read More
Ombudsman Five take on Tough Mudder
Jul 15, 2021

Five representatives from the Furniture & Home Improvement Ombudsman (FHIO) and Dispute Resolution Ombudsman (DRO) are taking on the notorious Tough Mudder obstacle course this summer in support of The Furniture Makers’ Company’s Step 2 It campai...

Read More
Accessible Bathroom Designer Fine & Able joins Ombudsman
Jul 01, 2021

Designers of bathrooms for people with a range of physical, cognitive and sensory impairments, Fine & Able has joined the Furniture and Home Improvement Ombudsman (FHIO). Membership of the voluntary, government approved Ombudsman scheme demonstra...

Read More
Resolver founder joins Board at Ombudsman
Jun 21, 2021

James Walker joins as independent Non-Executive Director at Dispute Resolution Ombudsman. The Dispute Resolution Ombudsman, incorporating the Furniture & Home Improvement and Rail Ombudsman, has today announced that tech entrepreneur and consumer...

Read More
Cox & Cox joins Ombudsman
Jun 14, 2021

Online homeware store invests in consumer protection as strong growth continues. Homeware retailer Cox & Cox has joined the Furniture & Home Improvement Ombudsman (FHIO) as it’s reported sales growth of +74.5% year on year for its financial ...

Read More
Sales of ex-display items
Mar 11, 2021

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...

Read More
Algram joins Ombudsman
Mar 03, 2021

Furniture, lighting and gift store Albert Graham Ltd., has joined the Furniture and Home Improvement Ombudsman (FHIO), giving their customers greater confidence and equipping them with additional protection and assurance. For more than a quarter of a...

Read More
Heatforce invigorates customer service by joining ombudsman
Feb 22, 2021

Plumbing, heating and green energy company Heatforce has joined the Furniture & Home Improvement Ombudsman (FHIO), demonstrating their continuous dedication to promoting fair trade and protecting consumer’s rights. The independent, not-for prof...

Read More
Jikoni Interiors joins Ombudsman
Feb 19, 2021

Jikoni Interiors has joined the Furniture & Home Improvement Ombudsman (FHIO) giving their customers greater confidence and additional protection. The independent, not-for profit and government approved Ombudsman scheme has offered a range of se...

Read More
Homeserve furniture repairs Ltd partners with the Furniture & Home Improvement Ombudsman
Oct 20, 2020

One of Britain’s largest furniture repair specialists, Homeserve Furniture Repairs has become an Industry Partner of the Furniture and Home Improvement Ombudsman (FHIO). When an organisation joins an Ombudsman Scheme, such as FHIO, they demonstrate ...

Read More
Safety tips for consumers when planning installation projects
Aug 03, 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...

Read More
Q: What are a business’s obligations regarding vulnerable consumers?
Jun 10, 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...

Read More
Black Friday - Key Practices Businesses Should Avoid to Maintain Trust and Compliance
Sep 19, 2024

This year, Black Friday falls on November 29 and it's expected that more consumers than ever will be hunting for deals ahead of Christmas. According to consumer protection law, buyers have the right to trust the information and claims made by sellers...

Read More
Topps Tiles Commits to Consumer Protection
Sep 19, 2024

Topps Tiles, one of the ‘UK's leading tile and flooring retailers’, has registered with the Furniture and Home Improvement Ombudsman (FHIO), underscoring their ongoing dedication to safeguarding consumer rights and promoting fair trade. This affiliat...

Read More
Navigating Legal Landscapes on Bank Holiday DIY Dilemmas
Mar 28, 2024

With the approach of the Easter Bank Holiday weekend, numerous individuals will be embarking on home improvement endeavours. Whilst DIY enthusiasts often overlook the legal implications of mishaps, it's crucial to consider various key aspects to guar...

Read More
Who is a Consumer and Why Does it Matter?
Mar 14, 2024

Who is a Consumer and why does it matter? With the rise of conscious consumerism making consumers more discerning than ever before, making purchasing decisions influenced by sustainability, value for money and ethical choices, putting the consumer an...

Read More
Dispute Resolution Ombudsman appointed by CCW
Dec 04, 2023

Following an extensive market survey and competitive tender process, Dispute Resolution Ombudsman (DRO) has been appointed as the Consumer Council for Water’s (CCW) new Adjudication provider to resolve disputes that cannot be settled via mediation. T...

Read More
Laying Down the Law on DIY
Aug 21, 2023

As the August Bank Holiday weekend approaches, many will be turning their hand to home improvements. For proficient DIY enthusiasts, there’s seldom thought given to legal mishaps, but there are several important factors to consider when preparing for...

Read More
GDPR Five Years On
May 25, 2023

GDPR Five Years On 25th May 2023 marks the 5th Anniversary of the once greatly anticipated EU General Data Protection Regulation (GDPR)– a milestone in data protection law and regulation and a mind shift for organisations who process our personal dat...

Read More
Ombudsman appoints four new Standards Board members
Mar 02, 2023

The Furniture & Home Improvement Ombudsman, (FHIO) has appointed new members from B & Q, DFS, Tapi Carpets and the British Association of Removers (BAR) respectively, to its Standards Board. Chaired by Dr Richard Kirkham from the University...

Read More
Savvy Christmas Shopping Tips
Dec 15, 2022

How to get it right first time (and what to do if something goes wrong). ‘Tis the season and with Christmas shopping at the forefront of our minds, Black Friday sales behind us and the traditional January bargain-hunt on the horizon; many are lookin...

Read More
ScS registers with Ombudsman
Oct 02, 2022

Furniture and flooring retailer invests in consumer protection as they strengthen their digital and omnichannel shopping approach. One of the UK’s largest retailers of upholstered furniture and floorings, ScS has joined the Furniture & Home Impr...

Read More
Reference Pricing
Aug 17, 2022

As we're in the summer sales season, how does a consumer know that the Price is Right? Research from YouGov indicates that 58% of global shoppers increased their expenditure for seasonal events in the past 12 months which means that now, more than ev...

Read More
Minor Defects
Aug 17, 2022

Q: Is it ever reasonable for a retailer to insist on a repair to a minor defect which is reported on delivery? A: It is a truth universally acknowledged that the issue of minor defects gives rise to major debate. There are differences of opinion re...

Read More
Is everything rosy with your Garden Furniture?
Apr 28, 2022

With the summer months, Bank Holiday and Jubilee weekends approaching, many will be focussing on their gardens and outdoor living to mark these occasions and make the most of the better weather ahead. This is usually the time of year when complaints ...

Read More
Furniture Life Expectancy - How Long Should it Last?
Mar 02, 2022

Can the predicted lifespan of furniture be calculated? What consequence does this have when retailers calculate partial refunds for items such as sofas, mattresses and soft furnishings that haven’t stood the test of time? Furniture purchases are typ...

Read More
Many happy (January) returns
Jan 27, 2022

What are your legal rights when returning goods and trying to claim your money back? When the rush of the festive season is over, the January sales present a further opportunity to hit the shops, whether online or in person. For some it’s an opportun...

Read More
ADR Industry Launches Undergraduate Essay Writing Competition
Dec 01, 2021

The Judicial/ADR Liaison Committee, facilitated by Dispute Resolution Ombudsman and Civil Mediation Council have launched an Undergraduate ADR Essay Writing Competition to allow law undergraduates who are interested in pursuing a career in ADR to gai...

Read More
Bagging a bargain this Black Friday?
Nov 26, 2021

A huge rise in sales is predicted on Black Friday this year, which takes place on 26 November despite some retailers being affected by ongoing supply shortages, a lack of lorry drivers and high shipping costs. In recent years many businesses have be...

Read More
Meet the Team-Rosie Tackley, Lead Ombudsman
Nov 22, 2021

To celebrate Rosie’s promotion to Lead Ombudsman of the Rail Ombudsman we sat down with her to find out more about her and her role. How long have you been with the Dispute Resolution Ombudsman (DROL) I joined the then Furniture Ombudsman (TFO now F...

Read More
DROL's Response to the MOJ Call For Evidence
Nov 01, 2021

Please find below the link to DROL's response to the MOJ's call for evidence View response...

Read More
DROL's Response to the BEIS's Reforming Competition and Consumer Policy Consultation
Nov 01, 2021

Please find below the link to DROL's response to the BEIS's reforming competition and consumer policy consultation View response...

Read More
TrustMark reappoints the Dispute Resolution Ombudsman for a second term.
Oct 26, 2021

The Dispute Resolution Ombudsman (DRO) is delighted to have been reappointed for a second term by TrustMark, the home improvement industry’s only Government endorsed quality scheme.Dispute Resolution Ombudsman (which also operates the Furniture &...

Read More
Meet the Team- Beth Hartman, Consumer Services
Oct 18, 2021

Firstly, tell us more about your role at the Ombudsman? I’ve been with the Ombudsman for over five years and joined after completing two work experience placements, the first in year ten and the second, once I’d finished my A-levels. I applied for w...

Read More
Land of Beds Invests in Consumer Protection
Sep 20, 2021

Bed retailer joins Ombudsman amidst business growth. Three-store independent Land of Beds has joined the Furniture & Home Improvement Ombudsman (FHIO) and in doing so has highlighted responsible business practice and demonstrated their ongoing co...

Read More
FHIO's response to the Government's new consumer protection reforms
Jul 20, 2021

The Furniture and Home Improvement Ombudsman (FHIO) has joined the chorus of support from the Competition and Markets Authority, Which? and Citizens Advice in response to the Government’s proposed strengthening of consumer protection and the steps to...

Read More
Ombudsman Five take on Tough Mudder
Jul 15, 2021

Five representatives from the Furniture & Home Improvement Ombudsman (FHIO) and Dispute Resolution Ombudsman (DRO) are taking on the notorious Tough Mudder obstacle course this summer in support of The Furniture Makers’ Company’s Step 2 It campai...

Read More
Accessible Bathroom Designer Fine & Able joins Ombudsman
Jul 01, 2021

Designers of bathrooms for people with a range of physical, cognitive and sensory impairments, Fine & Able has joined the Furniture and Home Improvement Ombudsman (FHIO). Membership of the voluntary, government approved Ombudsman scheme demonstra...

Read More
Resolver founder joins Board at Ombudsman
Jun 21, 2021

James Walker joins as independent Non-Executive Director at Dispute Resolution Ombudsman. The Dispute Resolution Ombudsman, incorporating the Furniture & Home Improvement and Rail Ombudsman, has today announced that tech entrepreneur and consumer...

Read More
Cox & Cox joins Ombudsman
Jun 14, 2021

Online homeware store invests in consumer protection as strong growth continues. Homeware retailer Cox & Cox has joined the Furniture & Home Improvement Ombudsman (FHIO) as it’s reported sales growth of +74.5% year on year for its financial ...

Read More
Sales of ex-display items
Mar 11, 2021

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...

Read More
Algram joins Ombudsman
Mar 03, 2021

Furniture, lighting and gift store Albert Graham Ltd., has joined the Furniture and Home Improvement Ombudsman (FHIO), giving their customers greater confidence and equipping them with additional protection and assurance. For more than a quarter of a...

Read More
Heatforce invigorates customer service by joining ombudsman
Feb 22, 2021

Plumbing, heating and green energy company Heatforce has joined the Furniture & Home Improvement Ombudsman (FHIO), demonstrating their continuous dedication to promoting fair trade and protecting consumer’s rights. The independent, not-for prof...

Read More
Jikoni Interiors joins Ombudsman
Feb 19, 2021

Jikoni Interiors has joined the Furniture & Home Improvement Ombudsman (FHIO) giving their customers greater confidence and additional protection. The independent, not-for profit and government approved Ombudsman scheme has offered a range of se...

Read More
Homeserve furniture repairs Ltd partners with the Furniture & Home Improvement Ombudsman
Oct 20, 2020

One of Britain’s largest furniture repair specialists, Homeserve Furniture Repairs has become an Industry Partner of the Furniture and Home Improvement Ombudsman (FHIO). When an organisation joins an Ombudsman Scheme, such as FHIO, they demonstrate ...

Read More
Safety tips for consumers when planning installation projects
Aug 03, 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...

Read More
Q: What are a business’s obligations regarding vulnerable consumers?
Jun 10, 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...

Read More

Latest Blogs

Garden Landscaping and the Law
Mar 28, 2024

With spring upon us, many will be turning to garden upgrades and make-overs as the weather improves. Hard and soft landscaping will add texture, character and structure to outside spaces, with rewards to be reaped by summer once the grounds are in fu...

Read More
The Importance of Time Limits in Consumer Contracts
Feb 08, 2024

As a follow-up to some training delivered to a registered business, we have been asked to provide some additional insight into the impact that the passage of time can have on a consumer’s claim about goods. Whilst the right to reject was maintained w...

Read More
Consumer Friend Podcast with Kevin Grix, Chief Executive and Chief Ombudsman at the Furniture & Home Improvement Ombudsman
Feb 01, 2024

Tune in to gain insights into what an ombudsman is, what they can do for you and what our service offers to businesses and consumers alike. Consumer Friend/DRO Podcast ...

Read More
The Ombudsman Dispute Resolution Model in the Extrajudicial Landscape – the Artist Formerly Known as ADR? copy
Oct 12, 2023

With much of the current policy-thinking centered on integrating what used to be termed “alternative” dispute resolution within the court system, it is more important than ever to remember that there are forms of dispute resolution that do not requir...

Read More
By Royal Appointment
May 04, 2023

With royal fever sweeping across the country to mark the coronation of King Charles III, one question that has been raised with the Furniture and Home Improvement Ombudsman (FHIO), is the status of Royal Warrants and what they mean for and to consume...

Read More
The Impact of Supply Chain Delays on Consumer Contracts copy
Jul 18, 2022

Sometimes with the best will in the world we are prevented from delivering on our promises due to circumstances that are seemingly outside of our control. The question we are often asked at the Ombudsman is: how are such matters dealt with in consume...

Read More
Career (Dispute) Resolutions
May 23, 2022

In an age where corporate culture and values have shifted following the worldwide impact of the Covid-19 pandemic, Alternative Dispute Resolution (ADR) has had to adapt to transformative new ways of working by using modern tools, platforms and proces...

Read More
What is Adjudication and how does the Ombudsman use it to decide a case
Nov 10, 2021

Where an agreement cannot be reached, or conflicting evidence is submitted at the conciliation process, which is the first stage of the process at the FHIO and DRO, a case will move to adjudication. In this instance we may send an independent to look...

Read More
What is Conciliation and how does the Ombudsman use it to help both parties reach an agreement
Nov 09, 2021

When an application is received from a consumer, detailing a complaint against one of our members, the claim is investigated through our conciliation process. Our conciliation process guides both parties through the dispute, requesting evidence from ...

Read More
Top tips for consumers when planning installation projects
Sep 13, 2021

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

Read More
Why do Consumers' Complain?
Sep 01, 2021

It’s not what I expected! It took longer than I was expecting! I felt that they ignored me! The service I received made me feel my issues were insignificant…. In our experience expectations and emotions often dictate the customer journey more so than...

Read More
Moving House? Here are the keys to success…
Aug 26, 2021

· New research highlights that one in ten UK adults (11%), intend to spend money on moving home over the next year. · This is despite the recent boom as the stamp duty holiday deadline approaches in September, where many have already upped sticks. ...

Read More
How to Stay on top of a Home Improvement Project – Top Tips for Consumers
Jun 07, 2021

There are five steps consumers can take to ensure their home improvement project goes as smoothly as possible: 1. Buy from a trader who is a member of an ADR scheme When it comes to home improvement, it is not just about what you buy, it’s also about...

Read More
Good Night’s Sleep…Guaranteed?
Jun 01, 2021

Mattresses matter but what are the legal considerations of buying a mattress and when can you return something you don’t like? Changing your mattress can be an anxious time – particularly if you are sleeping well and find your current mattress comfor...

Read More
GDPR, three years on ...
May 27, 2021

Three years on from the introduction of GDPR, Data Protection remains at the heart of the political agenda and the forefront of our minds as individuals remain concerned about how organisations are using their data. The implementation of the General ...

Read More
Q: What is the difference between an estimate and a quotation and why is it important?
May 24, 2021

A: Estimates and Quotes are not the same documents with different names and can be used in different situations to achieve separate distinct aims. The first thing we would advise is, regardless of which you are using, make sure they are in writing an...

Read More
GDPR – How compliant are you?
May 19, 2021

Data Protection remains at the heart of the political agenda and the forefront of our minds as individuals remain concerned about how organisations are using their data. The implementation of the General Data Protection Regulation (GDPR) and Data Pr...

Read More
Living in an Ombuds(man’s) world
Mar 08, 2021

For over a century, International Women’s Day, held on 8 March each year has marked a day of celebration and advocacy for women’s rights and equality around the world. To celebrate, Deputy Chief Ombudsman at the Dispute Resolution Ombudsman, Judith ...

Read More
Guaranteed in time for Christmas?
Nov 11, 2020

With the festive season upon us, and only six weeks to go until the big day ‘Guaranteed in time for Christmas’ is a phrase which consumers usually expect to see on promotional materials. Retailers are likely to be careful about any sweeping statement...

Read More
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...

Read More
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...

Read More
Video Call Etiquette
Jul 17, 2020

The landscape of the social environment in which we conduct our business 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 c...

Read More
Business's Obligations under Consumer Law
Jul 17, 2020

Business's 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 o...

Read More
The difference between an Ombudsman and other Alternative Dispute Resolution (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...

Read More
Christmas Returns
Mar 11, 2020

In this article, we explore your legal rights when returning goods and trying to claim your money back. When the rush of the festive season is over, the January sales present a further opportunity to hit the shops. For some it is an opportunity to r...

Read More
Goldilocks and the three chairs…
Mar 11, 2020

Faced with a potentially huge selection of furniture, it is easy to see how consumers get confused and find it difficult to make the right choices. Furniture sellers themselves recognise the concept of buyer fatigue which can occur even more so when ...

Read More
Garden Landscaping and the Law
Mar 28, 2024

With spring upon us, many will be turning to garden upgrades and make-overs as the weather improves. Hard and soft landscaping will add texture, character and structure to outside spaces, with rewards to be reaped by summer once the grounds are in fu...

Read More
The Importance of Time Limits in Consumer Contracts
Feb 08, 2024

As a follow-up to some training delivered to a registered business, we have been asked to provide some additional insight into the impact that the passage of time can have on a consumer’s claim about goods. Whilst the right to reject was maintained w...

Read More
Consumer Friend Podcast with Kevin Grix, Chief Executive and Chief Ombudsman at the Furniture & Home Improvement Ombudsman
Feb 01, 2024

Tune in to gain insights into what an ombudsman is, what they can do for you and what our service offers to businesses and consumers alike. Consumer Friend/DRO Podcast ...

Read More
The Ombudsman Dispute Resolution Model in the Extrajudicial Landscape – the Artist Formerly Known as ADR? copy
Oct 12, 2023

With much of the current policy-thinking centered on integrating what used to be termed “alternative” dispute resolution within the court system, it is more important than ever to remember that there are forms of dispute resolution that do not requir...

Read More
By Royal Appointment
May 04, 2023

With royal fever sweeping across the country to mark the coronation of King Charles III, one question that has been raised with the Furniture and Home Improvement Ombudsman (FHIO), is the status of Royal Warrants and what they mean for and to consume...

Read More
The Impact of Supply Chain Delays on Consumer Contracts copy
Jul 18, 2022

Sometimes with the best will in the world we are prevented from delivering on our promises due to circumstances that are seemingly outside of our control. The question we are often asked at the Ombudsman is: how are such matters dealt with in consume...

Read More
Career (Dispute) Resolutions
May 23, 2022

In an age where corporate culture and values have shifted following the worldwide impact of the Covid-19 pandemic, Alternative Dispute Resolution (ADR) has had to adapt to transformative new ways of working by using modern tools, platforms and proces...

Read More
What is Adjudication and how does the Ombudsman use it to decide a case
Nov 10, 2021

Where an agreement cannot be reached, or conflicting evidence is submitted at the conciliation process, which is the first stage of the process at the FHIO and DRO, a case will move to adjudication. In this instance we may send an independent to look...

Read More
What is Conciliation and how does the Ombudsman use it to help both parties reach an agreement
Nov 09, 2021

When an application is received from a consumer, detailing a complaint against one of our members, the claim is investigated through our conciliation process. Our conciliation process guides both parties through the dispute, requesting evidence from ...

Read More
Top tips for consumers when planning installation projects
Sep 13, 2021

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

Read More
Why do Consumers' Complain?
Sep 01, 2021

It’s not what I expected! It took longer than I was expecting! I felt that they ignored me! The service I received made me feel my issues were insignificant…. In our experience expectations and emotions often dictate the customer journey more so than...

Read More
Moving House? Here are the keys to success…
Aug 26, 2021

· New research highlights that one in ten UK adults (11%), intend to spend money on moving home over the next year. · This is despite the recent boom as the stamp duty holiday deadline approaches in September, where many have already upped sticks. ...

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How to Stay on top of a Home Improvement Project – Top Tips for Consumers
Jun 07, 2021

There are five steps consumers can take to ensure their home improvement project goes as smoothly as possible: 1. Buy from a trader who is a member of an ADR scheme When it comes to home improvement, it is not just about what you buy, it’s also about...

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Good Night’s Sleep…Guaranteed?
Jun 01, 2021

Mattresses matter but what are the legal considerations of buying a mattress and when can you return something you don’t like? Changing your mattress can be an anxious time – particularly if you are sleeping well and find your current mattress comfor...

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GDPR, three years on ...
May 27, 2021

Three years on from the introduction of GDPR, Data Protection remains at the heart of the political agenda and the forefront of our minds as individuals remain concerned about how organisations are using their data. The implementation of the General ...

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Q: What is the difference between an estimate and a quotation and why is it important?
May 24, 2021

A: Estimates and Quotes are not the same documents with different names and can be used in different situations to achieve separate distinct aims. The first thing we would advise is, regardless of which you are using, make sure they are in writing an...

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GDPR – How compliant are you?
May 19, 2021

Data Protection remains at the heart of the political agenda and the forefront of our minds as individuals remain concerned about how organisations are using their data. The implementation of the General Data Protection Regulation (GDPR) and Data Pr...

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Living in an Ombuds(man’s) world
Mar 08, 2021

For over a century, International Women’s Day, held on 8 March each year has marked a day of celebration and advocacy for women’s rights and equality around the world. To celebrate, Deputy Chief Ombudsman at the Dispute Resolution Ombudsman, Judith ...

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Guaranteed in time for Christmas?
Nov 11, 2020

With the festive season upon us, and only six weeks to go until the big day ‘Guaranteed in time for Christmas’ is a phrase which consumers usually expect to see on promotional materials. Retailers are likely to be careful about any sweeping statement...

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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 business 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 c...

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Business's Obligations under Consumer Law
Jul 17, 2020

Business's 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 o...

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The difference between an Ombudsman and other Alternative Dispute Resolution (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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Christmas Returns
Mar 11, 2020

In this article, we explore your legal rights when returning goods and trying to claim your money back. When the rush of the festive season is over, the January sales present a further opportunity to hit the shops. For some it is an opportunity to r...

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Goldilocks and the three chairs…
Mar 11, 2020

Faced with a potentially huge selection of furniture, it is easy to see how consumers get confused and find it difficult to make the right choices. Furniture sellers themselves recognise the concept of buyer fatigue which can occur even more so when ...

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Publications

Law Society Green Paper on 21st Century Justice
19th December 2023
Law Society Green Paper on 21st Century Justice...
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Consumer Guide
4th September 2023
...
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Privacy Notice for work experience applicants
19th May 2021
Privacy Notice for work experience applicants...
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Reasonable Adjustment Policy
10th February 2021
Dispute Resolution Ombudsman's Reasonable Adjustment Policy...
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Terms and Conditions
10th February 2021
Dispute Resolution Ombudsman's Reasonable Adjustment Policy...
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Reasonable Adjustment Policy copy
10th February 2021
Dispute Resolution Ombudsman's Reasonable Adjustment Policy...
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Terms and Conditions copy
10th February 2021
Dispute Resolution Ombudsman's Reasonable Adjustment Policy...
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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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Quick Start Guides
4th August 2020
Please take a moment to read through our Quick Start Guides before raising a dispute with us. ...
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Payment Protection Policy
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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CTSI Approval Documents
17th July 2020
The Furniture & Home Improvement Ombudsman is approved by Government under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015....
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Annual Reviews
17th July 2020
The Dispute Resolution Ombudsman and the Furniture & Home Improvement Ombudsman's Annual Review allows the business to reflect on the previous year, celebrate our successes and is an opportunity to review processes to ensure we're always looking ...
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Contact

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