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A business committing to become a member of the Furniture & Home Improvement Ombudsman will have access to a range of features and benefits that are designed to support the business and their most important assets, its customers.

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A business committing to become a member of the Furniture & Home Improvement Ombudsman will have access to a range of features and benefits that are designed to support the business and their most important assets, its customers.

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Benefits include;

Delivered by our qualified team, this service is used in the rare event a complaint cannot be resolved directly between the parties. Our independent conciliation and adjudication service will listen to both parties, obtain evidence and investigate the complaint, providing a decision.

This service is available to members Monday to Friday, 9am until 5pm. We aim to help members resolve customer disputes before they escalate too far. Advice can be of a legal nature in areas such as Consumer Law or more general advice and guidance in regards to complaint handling.

Members have access to industry data, highlighting stats and trends that can be used to improve their service offering.

An Ombudsman’s role is to raise industry standards and inspire confidence for consumers. We help businesses improve through our City & Guilds accredited training courses in areas such as Consumer Law, Complaint Management, Pricing and Advertising and GDPR. Members can benefit from these courses at reduced rates.

All businesses have an obligation to signpost their customer to an approved ADR body in the event of an unresolved dispute. We provide our members with solutions to this and guidance to ensure your Terms and Conditions and website is compliant with these requirements.

Benefits include:

Delivered by our qualified team, this service is used in the rare event a complaint cannot be resolved directly between the parties. Our independent conciliation and adjudication service will listen to both parties, obtain evidence and investigate the complaint, providing a decision.

This service is available to members Monday to Friday, 9am until 5pm. We aim to help members resolve customer disputes before they escalate too far. Advice can be of a legal nature in areas such as Consumer Law or more general advice and guidance in regards to complaint handling.

Members have access to industry data, highlighting stats and trends that can be used to improve their service offering.

An Ombudsman’s role is to raise industry standards and inspire confidence for consumers. We help businesses improve through our City & Guilds accredited training courses in areas such as Consumer Law, Complaint Management, Pricing and Advertising and GDPR. Members can benefit from these courses at reduced rates.

All businesses have an obligation to signpost their customer to an approved ADR body in the event of an unresolved dispute. We provide our members with solutions to this and guidance to ensure your Terms and Conditions and website is compliant with these requirements.

Still have a question? These may help

Aside from the fact ADR is a low-cost, quick and efficient way to resolve disputes, businesses who offer the option of ADR are providing their customers with additional confidence and peace of mind.

The ADR Regulations were implemented to boost the use of ADR and the courts will often point parties back towards ADR before they will even hear a case. Either party can actually have sanctions imposed should they unreasonably refuse to consider ADR as an option prior to going to court.

Our fee structure is designed to be proportionate and fair. Businesses will therefore pay an annual fee that is relative to their turnover. This means a small business with a turnover of up to £1 million can join for less than £250 per annum.

The 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 members, their customers and us.

As part of their membership declaration, members abide by our Code of Practice, thereby supporting our overall aims and objectives.

Click here to view the Code of Practice.

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