Homepage - Dispute Resolution Ombudsman

Inspiring Consumer Confidence
Since 1992

We are an independent, not-for-profit, government approved organisation set up to help resolve disputes and raise standards.

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.

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How the Dispute Resolution Ombudsman works

Online Training Courses for businesses

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Our webinars and training courses 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 processes.

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

4th March, 2025

The Utilities Intermediaries Association (UIA) is pleased to announce a strategic alliance with the Dispute Resolution Ombudsman (DRO), marking a significant step forward in enhancing dispute resolution standards for energy brokers and their customer...

9th January, 2025

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...

16th December, 2024

New research ¹ reveals that more than a third of UK shoppers (36%) plan to do the majority of their festive shopping online this year and almost a quarter (22%) plan to take advantage of sales/discounts to help manage the costs of Christmas. Here are...

19th September, 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...

19th September, 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...

22nd July, 2024

The British Association of Landscape Industries (BALI) has announced the appointment of Dispute Resolution Ombudsman (DRO) as the new provider of its Alternative Dispute Resolution (ADR) service for Accredited contractor and designer members. This mo...

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

Mar 27, 2025

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...

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...

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...

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 ...

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...

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...