Customer Charter

 

Should things go wrong

 

Respond swiftly

Acknowledge the problem

Provide choice and updates

Assess the complaint

Take decisive action

Analyse and constantly improve












At Home of the Sofa we believe in delivering exceptional customer service but acknowledge that on the rare occasion things can and do go wrong.

 

To address this we provide you with rapid, high quality call handling and where necessary on-site technical ‘care and repair’ to resolve complaints in the shortest possible time, figures show that 90% of problems are typically resolved within the first visit.


This support is underpinned and delivered across the UK by technicians from FIRA; the market leading ‘care and repair’ service.

 

By partnering with The Furniture Ombudsman (TFO) a division of FIRA the industry authority on furniture standards, we ensure that any complaint is followed up on and handled in the appropriate manner.

 

Any queries, claims or disputes relating to the condition of the products at the time of delivery or within the guarantee period may be referred to and managed in conjunction with The Furniture Ombudsman (TFO). The independent TFO dispute resolution service is administered by adjudicators and is recognised by the European Commission.



Backed up by a comprehensive range of information and support services all aimed at reducing the level of complaints and offering our customers peace of mind this ensures that buying from us should always be a pleasurable experience. Home of the Sofa is a TFO Full Member – Membership Number 3018

Visit www.thefurnitureombudsman.org/www.disputeresolutionombudsman.org  or telephone 0845 653 2064.


Online Dispute Resolution for Consumer Disputes (ODR Regulations)

ODR is a mechanism for resolving disputes online which has been developed to promote consumer confidence in carrying out transactions online. The ODR platform will help pair up consumers across Europe with approved providers of Alternative Dispute Resolution. The ODR Platform can be accessed by following the link: http://ec.europa.eu/odr