Dispute resolution

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.

What’s conciliation?

Conciliation is the first stage in the process where we look at the history of the problem, and, if necessary, examine samples. We may give advice to the consumer or the retailer (or to both) to enable the complaint to be resolved, or we may suggest further steps to obtain the information needed to resolve the matter. Conciliation essentially means reaching a conclusion that is acceptable to both parties. We are able to resolve 80% of cases referred to us at this stage, which is at no cost to the consumer.

At this stage our advice and help is always free where the retailer is a The Furniture Ombudsman member. However some problems cannot be resolved simply by conciliation and in this event the consumer is offered the opportunity to have the case adjudicated. The consumer then pays a fee of £50.00, which is deposited in a holding account. This fee is refundable if the consumer’s complaint is upheld.

What’s adjudication?

This is the second stage in the process where The Furniture Ombudsman arranges for the necessary evidence to be obtained to determine whether the consumer has a valid complaint or not. This can involve an on-site inspection by an independent consultant and/or physical testing. The retailer and consumer are given the opportunity to comment on any report before the case proceeds further.

The case is then examined in detail and a final adjudication report is prepared. This includes our decision about the validity of the complaint and any action that should be taken to resolve it. This decision is binding on The Furniture Ombudsman members. The consumer has the right to pursue the matter further through legal channels if the outcome is considered unacceptable.

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Links:

• What is The Furniture Ombudsman
• Look for more information (How to Choose Furniture)
• List of Registered Members