The Furniture Ombudsman has revealed it has seen a rise in members by 13.5% to over 8,000 in its latest annual review.

According to recent figures from its report, The Furniture Ombudsman managed a total of 3,968 disputes in 2015, with the upholstery sector registering over half at 56%.

Cabinetry and beds disputes signalled 21%, whilst kitchens (including products and installations) represented 16%.

The TFO highlighted that 97.8% of cases were resolved or closed as a result of the conciliation process. In 2.2% of the cases the Ombudsman team had to make a decision.

Within the 2.2% bracket, 43% of disputes were found in favour of the consumer, whereas 30% were in favour of the trader, leaving 27% as split decisions. On average, it took 77 days-per case to complete a dispute.

Kevin Grix, CEO and chief ombudsman of The Furniture Ombudsman, said: “Our Annual Review presents a good opportunity to thank and praise our members, who voluntarily join our scheme and trust us with their most priced asset – their customers. Although we saw an increase in furniture complaints in 2015, the number of retailers that joined our scheme went up as well.

“We also rolled out more accredited training in 2015 than the previous year, so we are confident that we are supporting our members to raise standards and better serve consumers.”

Topics