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Cox & Cox joins Ombudsman

Online homeware store invests in consumer protection as strong growth continues.

Homeware retailer Cox & Cox has joined the Furniture & Home Improvement Ombudsman (FHIO) as it’s reported sales growth of +74.5% year on year for its financial year ended January 2021. As this ‘extraordinary’ growth continues whilst people across the UK continue to spend more time at home and embrace a hybrid working culture, Cox & Cox has demonstrated their ongoing commitment to raising standards and promoting consumer confidence by joining the Ombudsman scheme.

For more than a quarter of a century, the independent, not-for profit and government approved Ombudsman scheme has offered a range of services to its members and their customers including alternative dispute resolution, training and advice. The Ombudsman helps to provide consumers with additional peace of mind and supports businesses and their customers in finding solutions when disputes occur, without the need for costly and lengthy litigation.

Launched in 2001, Somerset based Cox & Cox ‘arose from a desire to create a unique collection of homeware products that couldn't be found elsewhere, with customers encouraged to find their own style and to love every corner of their home.

By joining the FHIO scheme, Cox & Cox demonstrate a commitment to raising standards by signing up to a Code of Practice and promoting consumer confidence in the sector in which they operate, adding another layer of protection for their customers. In addition, membership underlines industry best practise and an undertaking to manage complaints formally and at a level that is higher than the law prescribes. Access is provided to an established City & Guilds learning and development programme, and a dedicated Ombudsman team who are have expertise in dispute resolution and consumer law.

Equally, consumers benefit as they will be able to raise a complaint with the Ombudsman for free, if they are unable to resolve the complaint through existing channels or internal procedures.

Kevin Grix, CEO and Chief Ombudsman, the Furniture and Home Improvement Ombudsman said, “Knowing that a business subscribes to an Ombudsman helps to provide an additional layer of protection and reassurance to customers and businesses alike. Customers like to feel confident when they’re spending and they want to know that if something goes wrong, there is a mechanism in place to help put it right. Consumers want to know that the business they are buying from is committed to getting it right for them.

“For years businesses have improved and learnt from the Ombudsman and Cox & Cox have now demonstrated a very tangible commitment to raising standards. By joining the Ombudsman, they are serious about their responsibilities to consumers and we’d therefore like to commend them as new members of our independent, government approved scheme. “

Audrey Huot, Head of Customer Experience from Cox & Cox said, “We are delighted to join the Ombudsman and look forward to the additional training and support that accompanies membership. Customer satisfaction and peace-of-mind has always been at the heart of what we do, and this next step signifies best practise and an ongoing commitment to protecting consumers’ rights.”


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