Furniture Ombudsman

At Chelsea Home & Leisure Ltd, we prioritize customer satisfaction and are affiliated with the Furniture and Home Improvement Ombudsman (FHIO). Should you need to reach out to them, please visit their official website:

Understanding FHIO

The Furniture and Home Improvement Ombudsman serves as an impartial entity, dedicated to safeguarding the interests of both consumers and businesses within the furniture and floor covering industry. Its core mission is to enhance standards and services in the furniture sector while facilitating the resolution of disputes involving customers, retailers, manufacturers, and related entities.

Why Opt for an FHIO Registered Member?

Choosing a retailer affiliated with the Furniture and Home Improvement Ombudsman provides an additional layer of assurance. It signifies the retailer's commitment to adhering to the FHIO Code of Practice, offering customers peace of mind in their purchases.

When and How to Contact FHIO

If you encounter an issue with your furniture, we recommend initiating contact with the retailer for an initial investigation. Should your concerns persist, escalate the matter to higher management. In cases where resolution remains elusive, engaging with the Furniture and Home Improvement Ombudsman becomes the next step for assistance.

FHIO Resolution Process


Conciliation involves reaching a mutually agreeable conclusion for all parties involved. The FHIO Conciliation Service actively participates in resolving complaints against registered retailers. Through a thorough examination of evidence and history, the service provides guidance, with approximately 80% of cases finding resolution at this stage.


Adjudication is a comprehensive process where an adjudicator reviews the complaint, possibly involving an independent investigation or product testing. A detailed report is generated, outlining FHIO's decision on the complaint's validity and recommended actions for resolution. While the decision is binding on FHIO members, customers retain their full legal rights to pursue further action, with a £50 charge for inspection costs (refundable if the claim is upheld).

Our Commitment at Chelsea Home & Leisure Ltd

As part of our unwavering commitment to customer satisfaction, Chelsea Home & Leisure Ltd proudly associates with The Furniture and Home Improvement Ombudsman Association. This affiliation underscores our dedication to upholding the highest standards of customer service and effective dispute resolution.

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