Our articles, blogs and publications cover a range of topics for members, stakeholders and consumers.
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 ...
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3rd August, 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...
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10th June, 2020
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...
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10th June, 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...
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10th June, 2020
Q: We have just carried out a landscaping project for a consumer which has not gone to plan, leaving us in a situation where we cannot even put it back to what it was. The consumer wants a full refund, but whilst we agree that the result is not what ...
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Our articles, blogs and publications cover a range of topics for members, stakeholders and consumers.
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...
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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...
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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...
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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...
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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...
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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...
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Our articles, blogs and publications cover a range of topics for members, stakeholders and consumers.
Before joining the Ombudsman as a member, please ensure you read our Rules of Full Membership
...
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Dispute Resolution Ombudman's policies....
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Please take a moment to read through our Consumer Guides before raising a dispute with us....
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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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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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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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