The Furniture Ombudsman is the new ADR provider of the British Association of Removers (BAR), starting April 2018. Before partnering with The Furniture Ombudsman, BAR was collaborating with The Property Ombudsman to give consumers who use the services of BAR members an additional route to resolving disputes if something goes wrong.
Changing ADR providers will not affect customers who have an unresolved dispute with a BAR member. All BAR traders have been informed of the change and will direct consumers accordingly.
Customers of any member of the British Association of Removers can contact the Ombudsman if they have an unresolved complaint with a BAR member. A case can be brought to the Ombudsman if the customer has gone through the internal complaints procedure and is still unhappy – the trader will issue a viewpoint letter, or if more than 8 weeks have passed since the first complaint to the trader.
The British Association of Removers is the trade association for the removal industry. Founded over 100 years ago, BAR has implemented a Code of Practice approved by the Chartered Trading Standards Institute (CTSI) to ensure the highest levels of service to the consumer.
The Furniture Ombudsman is a not-for-proﬁt, government approved Ombudsman. The scheme was set up by the Office of Fair Trading in 1992 and offers Alternative Dispute Resolution services to consumers and traders in over 16,000 outlets in the UK. All its members pledge to abide by a Code of Practice which bestows additional rights on the consumers who shop with them. Most of the UK’s biggest furniture and home improvement retailers pledge their support for the scheme.
Kevin Grix, Chief Ombudsman and Chief Executive of The Furniture Ombudsman, says: “In today’s market, it has become crucial for businesses to reassure consumers of their responsible business practices. BAR reaffirms their dedication to a high level of customer service and inspiring consumer confidence by joining our scheme. It is always pleasing when a business wishes to highlight their responsible business practices, and we are therefore delighted to welcome BAR and their members to our ADR service.”
Ian Studd, Director General, British Association of Removers says: “We are delighted to be working in partnership with the Furniture Ombudsman, an organization that exactly mirrors our vision for customer service excellence, to reinforce our commitment to the Code of Practice which commits the Association and all of its Members to dealing with the consumer in a courteous and sympathetic manner at all times.
“Compliance with the code is mandatory, with each BAR Member promising to act fairly and reasonably with their respective clients and to uphold all of the standards contained in the code, and central to that ethos is the consumer protections provided by way of our advance payment guarantee and a wholly independent dispute resolution service now provided by the Furniture Ombudsman, a partnership that adds real clarity to the process for the service provider and consumer alike.”