The Furniture Ombudsman is able to deal with your complaint if:
- You purchased from a Member of The Furniture Ombudsman.
- You have been through the retailer’s in-house complaints handling procedure. We cannot start to investigate your complaint until you and the retailer have had a proper chance to try and resolve the problem yourselves. This means that you must have used the retailer’s in-house complaints handling procedure, or three months have elapsed since the date you raised your complaint with them (whichever is the sooner).
- Your purchase was made within the last six years.
Please note:Where your complaint is about a retailer who is not a member of the Ombudsman scheme, we cannot investigate the complaint. In these cases we can offer you our independent inspection service, which may be able to determine whether you have a valid complaint in relation to your purchase. However this is a technical opinion on the furniture purchase only and not a decision on what you may be entitled to from a legal point of view. Full details of this service, and the charges payable, are available here
We cannot normally investigate your complaint if you are a business purchaser (for example a consumer purchasing a fitted kitchen for business premises or where it has been purchased by a business or firm). In these cases the complaint will more usually be suited to the county court.The Furniture Ombudsman process can make awards of up to £10,000 compensation in total in any one dispute (in addition to the purchase price of the goods/services that were bought). Claims for amounts in excess of that sum are better suited to a claim in the County Court.