Absolute waste of time. Never once contacted me. They are being paid by these furniture companies. My complaint to them was faulty leather settee DFS. Its quite clear to keep getting these funds from... Ver más
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Consulta las opiniones de los clientes
Absolutely a waste of time! Barrdale independent report listed 7 pages of faults with DFS sofa! The Furniture Ombudsman with a qualification of a History Degree decided the sofa has no faults and si... Ver más
I can not thank you or praise the furniture ombudsman enough. I bought an unfit for purpose lounge suite from Scs and just could not get any help or even an answer. Citizens advice gave me the ombudsm... Ver más
Dealt with Matt from ombudsman after , several unsuccessful months battling with s.c.s over very poor furniture.hr was very professional with everything and got us a full refund .cannot fault service... Ver más
La empresa ha respondido
Información sobre la empresa
Información de contacto
Argyle Way, SG1 2AD, Stevenage, Reino Unido
- 0333 241 3209
- info@fhio.org
- www.thefurnitureombudsman.org
2,1
Malo
420 opiniones
No consta que haya invitado a opinar recientemente
Esta empresa no ha enviado invitaciones a sus clientes recientemente, por lo que es posible que las opiniones no sean representativas
Ha contestado el 18% de las opiniones negativas
Suele tardar más de 1 mes en responder
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I would like to thank the ombudsman for…
I would like to thank the ombudsman for helping us resolve the dispute with DFS
27 de marzo de 2025
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
We appreciate your feedback and are glad that you had such a positive experience when using our services. Thanks again for your honest review and for using our service.
Terrible experience fails to read MCS standards
Terrible experience complaint delayed caused by staff leaving. This Limited Company Ombudsman lacks competent staff, failed to read MCS standards or reply to emails and just accepts what a Solar supplier who actual pay this Ombudsman for the service it provides tells them. The UK government needs to investigate why this Limited Company Ombudsman is allowed to operate when it has 62% 1 Star Reviews
18 de marzo de 2025
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
We understand that the circumstances surrounding a dispute can be stressful and can have an impact on how you communicate with us. However, we feel it is wholly reasonable for our people to be treated with courtesy and consideration when carrying out their work. We acknowledge that it can be frustrating and disappointing when an outcome which doesn’t align with expectations is reached, but we always carefully consider information provided by both parties before reaching a decision. Ombudsman reviews are often influenced by the outcome of a consumer’s claim, with feedback typically reflecting whether the decision met their expectations. As an impartial intermediary, our role is to assess the facts from both the consumer and the business to reach a fair, evidence-based decision. While not every outcome will favour the consumer, our process is designed to be balanced,
independent and thorough.
One of the worst experience ever
One of the worst experience ever, I had to constantly contact with no response ever, eventually after months and months they side with DFS, reading all the reviews would not be surprised if they are paid by retailers to side with them. Did not handle my case professionally, appaling and unproffesional, used other Ombudsman service before but FUNRNITURE OMBUDSMAN is appaling, they do not deserve 1 star should be 0. WHY EXIST AT ALL/ NO POINT, They should be reported which I will look in to doing having seen all the negative reviews on Trust Pilot and Google.
24 de marzo de 2025
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
We understand that it can be frustrating when you don't get the outcome you had hoped for. We make decisions based on the evidence provided and our decisions are not binding on consumers, which means they remain free to pursue the complaint through other channels. Whilst we always try to support consumers through our complaints process, there are times when we do have to deliver decisions that consumers don't always agree with. Our team carefully considers all aspects of the complaint including evidence and information provided by both parties, along with relevant laws and regulations. This helps us to ensure the right decision is reached. Whilst our involvement in the case ends if you choose to decline our decision, you are still able to seek legal advice should you wish. For any further information, please don't hesitate to contact us at https://www.fhio.org/page/contact.
Not a good experience
I had what I believe was a legitimate claim for poorly made furniture against DFS. A problem had developed with our sofa, which I reported within weeks of delivery. DFS made several attempts to fix it which unfortunately were unsuccessful. Then, after it was out of warranty I felt I had no choice but to go to the Ombudsman. In my opinion they failed to understand the case, and ruled in DFS’s favour.
16 de enero de 2025
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
Thank you for your review, and we're sorry to hear you were disappointed with the outcome. We appreciate how frustrating it can be when an issue with a product remains unresolved, especially after several repair attempts. As an independent and impartial body, we base our decisions on the evidence provided by both parties, along with relevant consumer law and industry standards. We understand you may feel the decision didn’t reflect your experience, but please be assured your case was reviewed thoroughly. If you’d like further clarification on how the decision was reached, please feel free to get in touch with us directly.
Don't waste your time
Don't waste your time. Always takes businesses side
14 de marzo de 2025
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
Thank you for sharing your feedback. We’re sorry to hear that your experience did not meet your expectations. At the Furniture and Home Improvement Ombudsman, we strive to conduct our assessments impartially and thoroughly, considering both the consumer's and the business's perspectives. Our primary aim is to resolve disputes fairly based on the evidence presented to us. We are committed to improving our services and appreciate your input.
Waste of time
Wouldn't bother! It's not an impartial service, company failed to even follow their complaints process yet they sided with them.
10 de marzo de 2025
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
We understand that it can be frustrating when you don't get the outcome you had hoped for. We make decisions based on the evidence provided and our decisions are not binding on consumers, which means they remain free to pursue the complaint through other channels. Whilst we always try to support consumers through our complaints process, there are times when we do have to deliver decisions that consumers don't always agree with. Our team carefully considers all aspects of the complaint including evidence and information provided by both parties, along with relevant laws and regulations. This helps us to ensure the right decision is reached. Whilst our involvement in the case ends if you choose to decline our decision, you are still able to seek legal advice should you wish. For any further information, please don't hesitate to contact us at https://www.fhio.org/page/contact.
While there will always be two sides to…
While there will always be two sides to a story, the statistics on Trustpilot indicate that the FHO is not well respected. I had a case decided against me. The Ombudsman did not ask for any further clarification from me and obviously I feel their decision was very biased towards the furniture retailer. The small claims court decisions are reviewed by legal experts and a decision made on facts. Unfortunately other methods of reaching an agreement are needed before raising a court case. The FHO was a waste of time and their 'experts' seem to be lacking legal knowledge but necessary in moving on to the courts should their judgement be unsatisfactory.
My edit after the response from the Ombudsman. If the Ombudsman was legally trained he should be aware of the CRA 2015. Their response to my claim was that the material was not defective as it was good when new and has lasted 3 years so no liability !. My claim was that the manufacturer chooses the material and can pick from cheap to expensive and they have used cheaper material that is not durable enough to satisfy their claims in their promo material. The CRA 2015 takes precedence over any lack of warranty and so I believe that the Ombudsman ignored this point and was biased to the trade that pays the Ombudsman. Hardly impartial I think.
5 de marzo de 2025
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
Thank you for providing your feedback whilst your case was open with the Ombudsman. We understand you are dissatisfied with the outcome in your case. The Ombudsman seeks make a decision which is fair and reasonable, and makes a decision on the balance of probabilities – in other words, what they consider is most likely to have happened in the light of the available evidence and the wider circumstances. Although an offer was made and endorsed on your case, we understand it is disappointing your case has not upheld in full and you are entitled to disagree with our determination. We wish to confirm our Ombudsman are legally trained, and the Ombudsman itself is approved and certified by The Chartered Trading Standards Institute (CTSI), with each case being determined on its own facts. For more information our annual review available on our website outlines our process, as well as shows the number of cases and awards we make each year. Thank you.
Clear communication and fair outcome
Clear communication and fair outcome. Thank you for advocating for us.
5 de marzo de 2025
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
Thank you for your feedback; We appreciate your feedback and are glad that you had such a positive experience when using our services. Thanks again for your honest review and for using our service.
The FHIO is a Joke
The FHIO is a joke, they only exist so the member organizations can pretend that your issue was addressed. Most topics of concern are ignored or falsely categorized as – NOT IN OUR REMIT, but I assure you they are topics they can address. We tried to bring serious issues to their attention. They were ignored because addressing them would have meant ruling against the business.
Facts are misrepresented because the ombudsmen don’t have the intelligence to report the facts correctly or to review the evidence. Flowery adjectives are used to create an inaccurate narrative. For example, FINAL INVOICE was written on our invoice.The lead ombudsman wrote the invoice just ALLUDED to it being the final invoice and we were confused. This word was used to justify why the business had not done anything suspicious when we received an additional charge. The decisions reported our facts with qualifiers alleged and believed. However, the "facts " according to the business were reported as the gospel truth.
We received a decision from one staff member that was so badly written I did not think she had passed a GCSE exam (the lead ombudsman's writing skills were not much better). Words were misspelled and incorrect words were written in decisions". …you had accepted the additional costs mentioning only that you was not aware." “When you weren’t charged, you realised the courier fee was a suspicious charge.”When I pointed out (with proof) that the ombudsmen I dealt with were uneducated, I was told it was untrue and I wasn't being nice. That was a foolish response from the head of quality, as it was contrary to the written evidence.A legitimate ombudsman service would employ higher-caliber individuals.
When I pointed out where the written decision showed clear bias in favour of the business the FHIO response was nonsense .“Your comments regarding potential bias, I can confirm that the Chartered Trading Standards Institute (CTSI), the qualified authority to make such a declaration, has accredited us and, in doing so, affirmed our impartiality.”
The FHIO is so bad that I am reporting them to the powers that be. The CEO refuses to return an email. He is just a figurehead. The FHIO is a scam. Q173503 - PSS dispute
8 de enero de 2025
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
Thank you for providing feedback of your experience whilst your case was open with the Ombudsman. We understand that it can be frustrating when you don't get the outcome you had hoped for. However, our team carefully consider all aspects of each complaint, including the evidence and information provided by both parties to the dispute, along with relevant legislation and regulations. I also note you have had a response from both the lead Ombudsman and the Head of Quality, Process and Risk, which concludes our internal complaints process. As the Consumer you are not bound by any decision made at the Ombudsman and you are free to pursue your claim through other channels, such as small claims court.
Simple and hassle free
It was easy and hassle free. All the hard work was done by the Ombudsman. Happy with the outcome.
14 de febrero de 2025
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
Thank you for your feedback; we’re glad we were able to resolve your dispute and appreciate you taking the time to share your experience.
Absolute waste of time contacting
Absolute waste of time contacting, your case is lost before you even get anywhere, appear they will always favour the retailer, the reply received looks and sound standard, even the reply's to the reviews is always the same, once case closed you have no come back - just another time wasting service, appears you have no rights as a consumer!
7 de febrero de 2025
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
We understand that it can be frustrating when you don't get the outcome you had hoped for. We make decisions based on the evidence provided and our decisions are not binding on consumers, which means they remain free to pursue the complaint through other channels. Whilst we always try to support consumers through our complaints process, there are times when we do have to deliver decisions that consumers don't always agree with. Our team carefully considers all aspects of the complaint including evidence and information provided by both parties, along with relevant laws and regulations. This helps us to ensure the right decision is reached. Whilst our involvement in the case ends if you choose to decline our decision, you are still able to seek legal advice should you wish. For any further information, please don't hesitate to contact us at https://www.fhio.org/page/contact.
Anna was very respectful for my hearing…
Anna was very respectful for my hearing difficulties very underatanding patient courteous showed a lot of empathy towards my difficulties speaking played out everything about my complaint and gave me total clarity after been given contadictive answers from TV licencing from abuse from advisors to management even though I have excepted £50 through gritted teeth and Anna
suggested advised me not too pursue this matter any further because it would be pointless
31 de enero de 2025
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
We appreciate your feedback and are glad that you had such a positive experience when using our services. Thanks again for your honest review and for using our service.
We had a long journey but we make it…
We had a long journey but we make it thrw justice!
28 de enero de 2025
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
Thank you for your feedback; we’re glad we were able to resolve your dispute and appreciate you taking the time to share your experience.
Really clear communication and support…
Really clear communication and support in getting a refund from the vendor. I would highly recommend using!
22 de enero de 2025
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
We appreciate your feedback and are glad that you had such a positive experience when using our services. Thanks again for your honest review and for using our service.
Fantastic experience and result from…
Fantastic experience and result from Anna Mathews , Anna kindly helped me get my funds back from DFS and V12 very quickly !
I’m ecstatic , i shall be forever grateful to her❤️
16 de enero de 2025
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
Thank you for your feedback; we’re glad we were able to resolve your dispute and appreciate you taking the time to share your experience.
Furniture delivery
I had a problem with a delivery of furniture. The Ombudsman was quick to respond and delt with the problem immediately, solving the problem with the company I bought the furniture from. I would recommend them to anyone who has a problem. Thank you Hannah
6 de enero de 2025
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
Thank you for your feedback; we’re glad we were able to resolve your dispute and appreciate you taking the time to share your experience.
My case was checked by Hannah Young.
My case was checked by Hannah Young.
Very professional. She checked all my notes and was involved in all details.
I was informed step by step was is happening. My case was sorted very quick and I am very happy.
I am glad that there is a company like Furniture &Home Improvement Ombudsman|.
Thank you!!!
9 de enero de 2025
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
Thank you for your feedback; we’re glad we were able to resolve your dispute and appreciate you taking the time to share your experience.
Retailers Pockets
This Ombudsman are simply in the retailers Pockets.
Case submitted and apparently investigated, asked for a convenient time to call me and after giving them a time they simply closed the case agreeing with the retailer, not taking in to account outstanding issues too!
Just a pointless service when no help to the consumer
18 de diciembre de 2024
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
We are sorry to hear that you are dissatisfied with the handling of your case. We understand the Lead Ombudsman provided you with a response, however we want to thank you for providing feedback of your experience with the Ombudsman, which we take seriously. Please note that whilst we always strive to make decisions which are fair and reasonable, you may disagree with us. You are fully entitled to do that. However, once a decision has been made on a dispute, this cannot be appealed, and the case is closed. This means we won’t be able to take further action on your complaint, but you remain free to take it further in other ways, for example, taking legal action through the court. Whilst we are therefore unable to consider complaints relating to the decisions which have been made, our complaints process can provide a point of escalation for issues relating to the service you have received. If you do wish to make a service complaint, you may do so by emailing complaints@disputeresolutionombudsman.org. Postal complaints may be sent to: The Ombudsman, Complaints, 1st Floor, Premier House, Argyle Way, Stevenage, Hertfordshire, SG1 2AD. If you have a Case Reference Number, please include this clearly. You can expect a written response within 15 working days of the Ombudsman receiving the complaint.
Excellent Service at Ombudsman for Furniture and Home improvements
Donna Thomas and Ombudsman for Furniture and Home improvements staff have provided excellent quality of service.
17 de diciembre de 2024
Opinión espontánea
Disgusting lack of service - waste of time
I have a complaint with DIY Kitchens; they incorrectly sold me a product that I could not return and missed items from my order.
I wrote to the Ombudsman and explained in detail that I was unaware that I could not return the product (it was not made clear or even slightly clear in the selling process) and that the product did not match the image.
After weeks of waiting, the Ombudsman agent forwarded me a generic email from DIY Kitchens (that DIY Kitchens submitted late). The Ombudsman also told me I should have done a 500-mile round trip to view the product.
So, I asked the Ombudsman agent to clarify their response. After a few more weeks of waiting, I got a further short email from the confused agent that still missed the simple points I was making. It's very simple DIY Kitchens terms state you cannot return a personalised item (fine and not under debate). However, when you buy the product from DIY Kitchens, they do not tell you it is personalised anywhere in the sales process - I did not personalise the product and it was an off the shelf option. DIY Kitchens and this Ombudsman agent are unable or unwilling to tell me how I was supposed to know the product was personalised.
9 de diciembre de 2024
Opinión espontánea
Respuesta de The Furniture & Home Improvement Ombudsman
Please note that whilst we always strive to make decisions which are fair and reasonable, you may disagree with us. You are fully entitled to do that. However, once a decision has been made on a dispute, this cannot be appealed, and the case is closed. This means we won’t be able to take further action on your complaint, but you remain free to take it further in other ways, for example, taking legal action through the court.
Whilst we are therefore unable to consider complaints relating to the decisions which have been made, our complaints process can provide a point of escalation for issues relating to the service you have received. If you do wish to make a service complaint, you may do so by emailing complaints@disputeresolutionombudsman.org. Postal complaints may be sent to: The Ombudsman, Complaints, 1st Floor, Premier House, Argyle Way, Stevenage, Hertfordshire, SG1 2AD. If you have a Case Reference Number, please include this clearly. You can expect a written response within 15 working days of the Ombudsman receiving the complaint.
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