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.

11th March, 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...

11th March, 2021

To complement the current skills on our Board of Directors we are seeking candidates with a strong interest and understanding of the ADR, Ombudsman and wider consumer landscape, gained through a professional background in sectors such as dispute reso...

3rd March, 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...

3rd March, 2021

It is with regret that the Board have accepted Vince Linnane’s resignation today in respect of his role as a non-executive director of the company. Vince has his own business interests and clients and he needs to dedicate more time to this area durin...

22nd February, 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...

20th October, 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 ...

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

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 ...

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 ...

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...

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...

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...

Jul 17, 2020

The Consumer Protection Alliance (CPA) has launched a 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 improving yo...