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NEWS & PUBLICATIONS

Latest News, Blogs & Publications

News, Blog and Publications Index

Latest News

Safety tips for consumers when planning installation projects
Aug 03, 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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Q: What is the difference between and estimate and a quotation and why is it important?
Jun 10, 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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Sales of ex-display Items
Jun 10, 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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Q: We have just carried out a landscaping project for a consumer which has not gone to plan...
Jun 10, 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 ...

Read More
Safety tips for consumers when planning installation projects
Aug 03, 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...

Read More
Q: What is the difference between and estimate and a quotation and why is it important?
Jun 10, 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...

Read More
Sales of ex-display Items
Jun 10, 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...

Read More
Q: We have just carried out a landscaping project for a consumer which has not gone to plan...
Jun 10, 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 ...

Read More

Latest Blogs

10 ways to improve reputation and encourage constructive feedback
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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Top tips to avoid a DIY Disaster
Jul 17, 2020

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...

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Video Call Etiquette
Jul 17, 2020

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...

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Trader's Obligations under Consumer Law
Jul 17, 2020

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...

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Q: Can The Life Expectancy Of Furniture Be Calculated? What Consequences Does This Have When Apportioning Partial Refunds?
Jul 17, 2020

“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...

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The Difference between an Ombudsman and other ADR Schemes
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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Christmas Returns
Mar 11, 2020

In this article, we explore your legal rights when returning goods and trying to claim your money back. When the rush of the festive season is over, the January sales present a further opportunity to hit the shops. For some it is an opportunity to r...

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Goldilocks and the three chairs…
Mar 11, 2020

Faced with a potentially huge selection of furniture, it is easy to see how consumers get confused and find it difficult to make the right choices. Furniture sellers themselves recognise the concept of buyer fatigue which can occur even more so when ...

Read More
10 ways to improve reputation and encourage constructive feedback
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...

Read More
Top tips to avoid a DIY Disaster
Jul 17, 2020

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...

Read More
Video Call Etiquette
Jul 17, 2020

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...

Read More
Trader's Obligations under Consumer Law
Jul 17, 2020

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...

Read More
Q: Can The Life Expectancy Of Furniture Be Calculated? What Consequences Does This Have When Apportioning Partial Refunds?
Jul 17, 2020

“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...

Read More
The Difference between an Ombudsman and other ADR Schemes
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...

Read More
Christmas Returns
Mar 11, 2020

In this article, we explore your legal rights when returning goods and trying to claim your money back. When the rush of the festive season is over, the January sales present a further opportunity to hit the shops. For some it is an opportunity to r...

Read More
Goldilocks and the three chairs…
Mar 11, 2020

Faced with a potentially huge selection of furniture, it is easy to see how consumers get confused and find it difficult to make the right choices. Furniture sellers themselves recognise the concept of buyer fatigue which can occur even more so when ...

Read More

Publications

Rules of Full Membership
5th August 2020
Before joining the Ombudsman as a member, please ensure you read our Rules of Full Membership ...
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Our Policies
4th August 2020
Dispute Resolution Ombudman's policies....
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Consumer Guides
4th August 2020
Please take a moment to read through our Consumer Guides before raising a dispute with us....
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Payment Protection
4th August 2020
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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Full Member Code of Practice
21st July 2020
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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Unreasonable Actions Guidelines
17th July 2020
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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CTSI Approval Documents
17th July 2020
The Dispute Resolution Ombudsman is approved by Government under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. ...
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The Furniture and Home Improvement Ombudsman's Abbreviated Accounts
17th July 2020
...
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Annual Review 2019
17th July 2020
The Dispute Resolution Ombudsman and The Furniture Ombudsman's Annual Review for 2019 ...
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Social Media Policy
11th March 2020
This is our social media policy. Let's summarise the content here. This is our social media policy. Let's summarise the content here. This is our social media policy. Let's summarise the content here. This is our social media policy. Let's summarise ...
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