Complaint resolution

FIRA’s unique approach to complaint resolution has been developed through close consultation with major retailers and manufacturers. Our dedicated team of customer facing individuals utilise state of the art IT systems to reach conclusions that will satisfy both our clients and their consumers.

The first objective is to resolve consumer complaints and operate an after sales care service for our clients in the quickest, most cost effective way possible

Secondly, the service undertakes detailed analyses of complaints. Fault trends are tracked, suppliers are apprised of the situation and, ultimately, the number of complaints will be reduced.

Quite often our call centre staff (trained in customer care, consumer law and product knowledge) will resolve a complaint on the telephone. However, where this is not possible a team of technicians is available to investigate and resolve the complaint in the home.

The infrastructure required to establish this comprehensive approach to complaint resolution is complex. However, the expertise and systems are available to all organisations in the furniture supply chain who would like to demonstrate exemplary customer care whilst reducing the number of complaints.

The service has a fast -growing reputation amongst leading retailers and manufacturers. It helps to protect brands and relieves our clients of the burden of complaints, thus freeing them up to concentrate on their core activity of selling furniture.

Contact: Emma Delea
E-mail

• The Furniture Ombudsman info
• HST info
• Look for more information