What is adjudication?

This is the second stage in the process where The Furniture Ombudsman arranges for the necessary evidence to be obtained to determine whether the consumer has a valid complaint or not. This can involve an on-site inspection by an independent consultant and/or physical testing. The retailer and consumer are given the opportunity to comment on any report before the case proceeds further.

The case is then examined in detail and a final adjudication report is prepared. This includes our decision about the validity of the complaint and any action that should be taken to resolve it. This decision is binding on The Furniture Ombudsman members. The consumer has the right to pursue the matter further through legal channels if the outcome is considered unacceptable.

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