Inspiring Consumer Confidence
Since 1992
Growing out of our established role as the Dispute Resolution Ombudsman, we are an independent, not-for-profit, government approved organisation set up to help resolve retail disputes.
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.
Online Training Courses for businesses
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Oct
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...
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...
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...
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 ...
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...
The Consumer Protection Alliance (CPA) has launched a new 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 improvin...
The landscape of the social environment in which we conduct our businesses 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...
Trader 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 outli...
“The Code of Practice to which all our members adhere states that a retailer must “provide consumers with dependable products which are fit for the purpose of which they are bought”. Furniture purchases are typically ‘big ticket” items and a consumer...
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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