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Furniture & Home Improvement Ombudsman

Furniture & Home Improvement Ombudsman

If you don't feel satisfied after going through a retailer's complaint process, we're here to help. We can investigate your case, working with you and the retailer to resolve the problem. We're totally independent, so you can be sure of a fair result. What's more, if your purchase qualifies for our service, it's totally free. Please click here for how to complain.

Contact details


Premier house
1st Floor
1-5 Argyle Way
United Kingdom

Contact information

Email address: [email protected]
Website: www.fhio.org
Phone: 0333 241 3209

Type or sector of disputes

The entity is competent for disputes in the following sectors

  • Consumer Goods

  •  Furnishings


The entity is competent for disputes initiated by

  • Consumers against traders (C2B)

The entity is competent for disputes against traders established in

  • United Kingdom



  •  No fees have to be paid by the consumer

  •  Fees have to be paid by the trader


The entity is handling the procedure in the following languages:

  • English

Average length of the procedure (in days or months)

  • The procedure has an average length of 90 days

Conduct of the procedure

  • The procedure is done: in writing, orally

  •  The entity does not require the physical presence of the parties and/or of their representative

Outcome of the procedure

  • The procedure is binding on traders

Grounds for refusal

  • The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally

  •  The dispute is frivolous or vexatious

  •  The complaint is being or has previously been considered by another dispute resolution body or by a court

  •  The value of the claim is below or above the required threshold

  •  Dealing with the dispute will seriously affect the functioning of the dispute resolution body

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1 Sylvan Court Sylvan Way, Southfields Business Park, Basildon, Essex, SS15 6TH.
Company no. RC000879

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