Associate Member Customer Charter

Associate Members shall endeavour to:

1. Provide consumers with dependable products which are fit for the purpose for which they are bought;

2. Provide clear and accurate product information prior to a sale which will assist consumers in making well informed decisions;

3. Provide consumers with information regarding the likely performance of a product and any maintenance regimes which may be required after purchase;

4. Provide consumers with clear and accurate information regarding product prices and delivery costs;

5. Deliver products as agreed, on time and in good condition and advise the consumer of any issues which may compromise delivery as soon as is practicable;

6. Promote a high level of customer service and professionalism amongst staff and encourage them to meet all service requests with courtesy and efficiency;

7. Listen to all complaints seriously and sympathetically and adopt an efficient procedure when trying to resolve them;

8. Listen to customer feedback and where necessary use it as a tool to improve service;

9. Avoid any commercial practice that could be adverse to the consumer and the principles of fair trade in general;

10. Promote the aims of The Furniture Ombudsman in raising the standard and profile of the furniture and home improvement industry for the benefit of consumers.

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