Complain to the Furniture & Home Improvement Ombudsman: Free
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Buying a new sofa, kitchen or fitted wardrobe should be one of the more enjoyable purchases you make. When it goes wrong, though, it can go very wrong indeed. Deliveries turn up damaged, installations drag on for months, fabrics fade within weeks, and the retailer stops returning your calls.
If you have hit a wall trying to resolve a complaint directly with a furniture or home improvement business, the Furniture and Home Improvement Ombudsman (FHIO) may be able to help. This guide walks through what the ombudsman does, who can use it, the kinds of complaints it looks at, and how the process works in practice.
It is written for consumers in England and Wales who want a clear picture before they decide whether to escalate a dispute.
Overview
The Furniture and Home Improvement Ombudsman is an independent dispute resolution body that deals with complaints between consumers and traders working in the furniture, kitchen, bedroom, bathroom and wider home improvement sectors. It is an Alternative Dispute Resolution (ADR) provider, approved under the ADR regulations that sit alongside the Consumer Rights Act 2015.
The idea is simple: when a customer and a business cannot reach agreement, the ombudsman steps in as a neutral third party to look at both sides and come to a view. The FHIO does not act for the consumer or for the retailer.
It weighs the evidence, measures what happened against consumer law, industry codes of practice and the terms of the original contract, and then issues a decision. For consumers, the service is free to use. For traders, membership is usually tied to the Furniture and Home Improvement Federation or a similar code-subscribing body, which is why the ombudsman can only consider complaints about firms signed up to its scheme.
Key steps
- Raise the complaint with the retailer first. Before the ombudsman can get involved, you need to give the business a fair chance to put things right. Put your complaint in writing, set out what has gone wrong, and say clearly what outcome you want. Keep copies of everything you send and receive, including emails, photos and delivery notes.
- Allow the trader time to respond. Retailers are typically given up to eight weeks to resolve the issue. During this period, stay in contact and keep a written record of any conversations. If the business offers a solution you are not happy with, or refuses to engage, note the date you reached that point. A deadlock letter from the retailer can also trigger the next stage early.
- Check the trader is covered by the scheme. The ombudsman can only look at complaints about businesses that subscribe to its service. Use the FHIO website to confirm the retailer is a member before you submit anything. If they are not, you may need to consider a different ADR provider, Trading Standards, or a small claim through the county court.
- Submit your complaint to the ombudsman. You can usually file online, by email, by post or by phone. You will need to describe the problem, attach supporting evidence such as receipts, contracts, photographs and correspondence, and explain the outcome you are seeking. The more organised your evidence, the smoother the review tends to be.
- Wait for the investigation and decision. A case handler will assess both sides and may ask follow up questions. The ombudsman can recommend remedies such as a refund, repair, replacement, goodwill payment or an apology. If you accept the decision, it usually becomes binding on the retailer. If you reject it, you keep the option to pursue the matter through the courts.
Common questions
Q Does it cost anything to complain to the FHIO?
No. The service is free for consumers. The scheme is funded by the traders who subscribe to it, which means you will not be charged for submitting a complaint or for the investigation itself. You may still have your own costs, such as independent reports or postage, but the ombudsman process does not add fees on top.
Q How long does a complaint take to resolve?
Timescales vary depending on the complexity of the case and how quickly both sides provide evidence. Straightforward complaints can move relatively quickly, while disputes involving technical reports or installation issues can take several months. The ombudsman aims to deal with cases within the timeframes set by the ADR regulations, but there is no fixed guarantee for every complaint.
Q What if the retailer is not a member of the scheme?
The ombudsman can only consider complaints against subscribing businesses. If the trader is not signed up, you may need to look at other routes. These can include contacting Citizens Advice, reporting the issue to Trading Standards, using another approved ADR provider, or bringing a small claim in the county court if the amount in dispute is within the relevant limits.
Q Is the ombudsman's decision legally binding?
If you accept the decision, it is typically binding on the trader who is a member of the scheme. If you reject the outcome, you generally keep the right to take the matter to court. Always read the decision letter carefully, because accepting it may affect your ability to pursue the same complaint through other channels later.
Q What sort of remedies can the ombudsman award?
Depending on the circumstances, outcomes can include repair, replacement, a partial or full refund, a goodwill gesture, or a formal apology. The ombudsman looks at what is fair and proportionate based on consumer law, the contract and the relevant code of practice. It will not usually award damages for inconvenience at the level a court might.
Q Can I still go to court if I am unhappy with the outcome?
In most cases, yes. Using the ombudsman does not remove your statutory rights under consumer law. If you reject the decision, you can consider issuing a claim, usually through the small claims track for lower value disputes. It is worth taking some guidance before doing so, because court action has its own costs, deadlines and evidence rules.
Q What evidence should I gather before complaining?
Keep the original order confirmation, receipts, delivery notes, the contract or terms and conditions, photographs of any damage or defects, and a full record of your communications with the retailer. If an independent inspection has been carried out, include that report too. Clear, dated evidence tends to carry more weight than written descriptions alone.
Sources
This guide is based on primary UK law and official guidance.
- LegislationConsumer Rights Act 2015legislation.gov.uk
- Guidance · UK GovResolving consumer complaints (gov.uk)gov.uk
- Guidance · UK GovAlternative Dispute Resolution for consumersgov.uk
- Official SourceCitizens Advice: complaining about a problem with goodscitizensadvice.org.uk
Legal disclaimer
This article is for general information only. It is a tool to help you find your way — not legal advice, and not a substitute for speaking to a qualified adviser about your situation.