The Furniture & Home Improvement Ombudsman is an independent, not-for-profit Alternative Dispute Resolution (ADR) organisation. The Ombudsman investigates complaints and helps resolve disputes between a consumer and an MCS certified installer.
FHIO is approved by CTSI under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
When can we help?
FHIO can consider a dispute with an MCS certified installer where:
- The installer was MCS certified at the time of the installation, for the renewable technology that you've had installed
- The Installer is still trading
- You have referred your dispute no later than 12 months after you received a final outcome from MCS
- You have already been through the MCS certified installer's in-house complaints handling procedure and raised your complaint with MCS and either; they have issued their final outcome (deadlock) letter, or 12 weeks have passed since you submitted your complaint
How can we help?
The Ombudsman can help If your dispute is relating to:
- Poor service
- Poor quality of goods
- Failure to meet MCS Scheme Requirements
- Unfair treatment
What can’t we help with?
The Ombudsman cannot help if:
- Your dispute has not previously been referred to the MCS certified installer
- Your dispute is against an installer who was not MCS certified at the time of the installation, for the renewable technology that has been installed
- Your dispute is related to a contract that was entered into under the original MCS Scheme and not the reformed MCS Scheme. If this is the case, we may still be able to accept the dispute if your contract was entered into after 01.01.2025 and your installer agrees to engage in our ADR scheme, and they confirm that they agree to be bound by the outcome. MCS can advise you if you're not sure
- Remedial works have been carried out by a third party
- Your dispute is being or has been dealt with by a court or other redress scheme
- Your dispute concerns alleged criminal activity
- Your dispute requires a full legal decision and/or legal sanctions
- Your dispute was referred to the Ombudsman over 12 months from MCS’s final outcome letter
- Your claim is for more than £10,000
- Your dispute is reasonably determined to be frivolous or vexatious
- Your claim relates to an insurance claim
- Your dispute is against an Installer who has ceased trading
- Your dispute relates to a personal injury or medical claim
- You have already accepted an offer from the business
- Dealing with such a dispute would seriously impair our effective operation
- Your dispute relates specifically to a finance or credit agreement
What can you expect from us?
As part of your application to the Ombudsman, you will be asked to agree to us contacting the MCS certified installer about your dispute and requesting information and a response from them. Please note that a copy of our Privacy Policy can be found here.
When we receive your application form, a copy of your contract and the installers response, (whether via MCS or directly from you) we will pass your file to one of our Ombudsmen who will undertake an initial case review – largely based on the documents and information sent to us by both parties, but we may make other enquiries.
How to raise your complaint
We would initially recommend that you read our Consumer Guide.
The quickest and easiest way to escalate your dispute is for MCS to do this on your behalf. If you would prefer to raise the dispute directly with us, please complete the application on our website here or call us on 0333 241 3209 and we will post or email one out to you.
Please be aware however, that this will mean we'll need you to repeat information again, that you may already have shared with MCS.
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