What is conciliation?

Conciliation is the first stage in the process where we look at the history of the problem, and, if necessary, examine samples. We may give advice to the consumer or the retailer (or to both) to enable the complaint to be resolved.  Or we may suggest further steps to obtain the information needed to resolve the matter. Conciliation essentially means reaching a conclusion that is acceptable to both parties. We are able to resolve 80% of cases referred to us at this stage, which is at no cost to the consumer.

At this stage our advice and help is always free where the retailer is a member of The Furniture Ombudsman. However some problems cannot be resolved simply by conciliation and in this event the consumer is offered the opportunity to have the case adjudicated. The consumer then pays a fee of £50.00, which is deposited in a holding account. This fee is refundable if the consumer’s complaint is upheld.

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