• We are an independent, not-for-profit, organisation specialising in Alternative Dispute Resolution (ADR) services for consumers and retailers.
  • We are neither a consumer champion nor a trade body. It's this impartiality that allows us to help both sides to reach a fair and reasonable outcome.
  • Since our establishment by Government in 1992 our legally-trained staff have helped thousands of consumers settle their disputes quickly and fairly.
  • Our service is free to consumers who purchase from a qualifying retailer. To begin, click 'How To Complain' and we'll guide you through the process.
For Consumers
If you don't feel satisfied after going through a retailer's complaint process, we're here to help. We can investigate your case, working with you and the retailer to resolve the problem. We're totally independent, so you can be sure of a fair result. What's more, if your purchase qualifies for our service, it's totally free. Ready to start?
For Businesses
We don't just help resolve disputes, we work to raise standards across the whole industry. Through training, advice and support we help businesses understand their legal obligations to consumers. For our members, making this clear commitment sends a strong positive message to their customers. To add your name to their ranks, start here.
About Us
We are an independent, not-for-profit organisation set up in 1992 to deal with and resolve disputes between consumers and traders in the retail, furniture, and home improvement industries. Our Alternative Dispute Resolution (ADR) services are free of charge for consumers and we work hard to ensure we reach an outcome that is fair for both parties. Our service is designed to help our members understand their obligations to consumers and equip them with the skills needed to fairly resolve customer complaints on their own. The Furniture Ombudsman is approved by the Chartered Trading Standards Institute, is a member of the Ombudsman Association, and works closely with the following professional bodies.
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