Dispute Resolution
The dispute resolution service is a cost effective alternative to the small claims track in the civil courts. The civil procedure rules which govern the small claims court states that the court must encourage the parties to a dispute to use an alternative dispute resolution procedure as an alternative to formal litigation.
Resolving consumer disputes can require an inordinate amount of time and resource for retailers. The solution is to utilise the low-cost Conciliation Service available through FIRA’s sister company, The Furniture Ombudsman. If it has proved impossible to resolve a dispute between a retailer and a consumer the matter can be referred to The Furniture Ombudsman.
Where possible we initially try to resolve a complaint by giving telephone advice. However, where this initial advice is unsuccessful, we can investigate and, if necessary, formally adjudicate on disputes. This involves assessing the facts and reaching a decision, including where appropriate, outlining action to resolve the matter.