Furniture Ombudsman
The Furniture Ombudsman ("TFO"), is an independent not for profit organisation that was originally established in 1992. It is a membership-based scheme based in the United Kingdom. It specialises in providing Alternative Dispute Resolution solutions for customers of its members in the retail, furniture and home improvement industries. It also provides training and education services to its members which aim to raise standards, improve service and inspire consumer confidence.
TFO members comprise over 8,000 retail, furniture and home improvement outlets in the United Kingdom. All full members pledge to abide by a code of practice which bestows additional rights and assurances on consumers who shop with them. Consumers considering a furniture purchase can use TFO's website to search out its members on a store locator.
Most complaints that TFO investigates are about upholstered furniture, beds and fitted kitchens. However it also deals with complaints about other domestic furniture such as dining room tables, chairs, bathrooms and home offices.
Many of the UK's biggest retailers have pledged their support the scheme.
As part of its commitment to openness, honesty and integrity, TFO publishes an annual review each year which contains facts and figures relating to its work and case decisions.
In its 2011 annual review, TFO stated that in the year ending August 2011 it made 51% of its decisions in favour of the consumer, either in full or in part. In the year ending August 2012 it made 53% of its decisions in favour of the consumer, either in full or in part.
In the 2012 annual review, Stephen McPartland MP for Stevenage and Chair of the All Party Parliamentary Group for Furniture said:
TFO was eventually established after critical reports from the UK Office of Fair Trading regarding the furniture industry - a 1986 discussion paper, The Protection of Consumer Prepayments, and, in 1990, Furniture and Carpets - A report by the Director General of Fair Trading. This recommended industry reforms relating to: labelling, consumer buying advice, deposits, quality, delivery damage, and compliance with codes of practice. The report was also critical of the furniture industry stating:
As a consequence, in 1992 several trade associations, in conjunction with manufacturers and retailers, formed the 'Furniture and Carpet Action Group' which became a company (limited by guarantee) and ultimately became 'Qualitas Furnishing Standards Ltd'.
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