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NEWS & PUBLICATIONS

Latest News, Articles & Publications

News, Articles and Publications Index

Latest News

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
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

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
Garden Landscaping and the Law
Apr 22, 2021

With spring upon us, many will be turning to garden upgrades and make-overs as the weather improves and lockdown restrictions begin to ease to allow meeting in private gardens and outdoor spaces. Hard and soft landscaping will add texture, character ...

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
The Impact of Supply Chain Delays on Consumer Contracts
Mar 04, 2021

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 consum...

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
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...

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
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
Garden Landscaping and the Law
Apr 22, 2021

With spring upon us, many will be turning to garden upgrades and make-overs as the weather improves and lockdown restrictions begin to ease to allow meeting in private gardens and outdoor spaces. Hard and soft landscaping will add texture, character ...

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
The Impact of Supply Chain Delays on Consumer Contracts
Mar 04, 2021

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 consum...

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
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...

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

Publications

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...
READ MORE
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 Dispute Resolution 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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