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.

Parcel Delivery Sector - Complaint Handling & Customer Service heading image

20
Apr

Online and on-site training available.

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

2nd March, 2023

The Furniture & Home Improvement Ombudsman, (FHIO) has appointed new members from B & Q, DFS, Tapi Carpets and the British Association of Removers (BAR) respectively, to its Standards Board. Chaired by Dr Richard Kirkham from the University o...

15th December, 2022

How to get it right first time (and what to do if something goes wrong). ‘Tis the season and with Christmas shopping at the forefront of our minds, Black Friday sales behind us and the traditional January bargain-hunt on the horizon; many are looking...

21st November, 2022

This year on Black Friday, which takes place on 25 November, it’s anticipated that more than ever, consumers will be looking to bag a bargain in time ahead of Christmas. It’s a well understood principle of consumer protection law, that consumers are ...

2nd October, 2022

Furniture and flooring retailer invests in consumer protection as they strengthen their digital and omnichannel shopping approach. One of the UK’s largest retailers of upholstered furniture and floorings, ScS has joined the Furniture & Home Impr...

17th August, 2022

Q: Is it ever reasonable for a retailer to insist on a repair to a minor defect which is reported on delivery? A: It is a truth universally acknowledged that the issue of minor defects gives rise to major debate. There are differences of opinion rega...

17th August, 2022

As we're in the summer sales season, how does a consumer know that the Price is Right? Research from YouGov indicates that 58% of global shoppers increased their expenditure for seasonal events in the past 12 months which means that now, more than ev...

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

May 23, 2022

In an age where corporate culture and values have shifted following the worldwide impact of the Covid-19 pandemic, Alternative Dispute Resolution (ADR) has had to adapt to transformative new ways of working by using modern tools, platforms and proces...

Nov 10, 2021

Where an agreement cannot be reached, or conflicting evidence is submitted at the conciliation process, which is the first stage of the process at the FHIO and DRO, a case will move to adjudication. In this instance we may send an independent to look...

Nov 09, 2021

When an application is received from a consumer, detailing a complaint against one of our members, the claim is investigated through our conciliation process. Our conciliation process guides both parties through the dispute, requesting evidence from ...

Sep 13, 2021

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...

Sep 01, 2021

It’s not what I expected! It took longer than I was expecting! I felt that they ignored me! The service I received made me feel my issues were insignificant…. In our experience expectations and emotions often dictate the customer journey more so than...

Aug 26, 2021

· New research highlights that one in ten UK adults (11%), intend to spend money on moving home over the next year. · This is despite the recent boom as the stamp duty holiday deadline approaches in September, where many have already upped sticks. ...