New Ombudsman to handle disputes with retailers
A new Ombudsman will launch next year to resolve disputes between customers and retailers.
A Retail Ombudsman has been set up to help remedy unresolved disputes with retailers.
The body, which will deal with complaints made against retailers online and on the high street, will start taking complaints from 2nd January.
Issues the Ombudsman can deal with could range from refunds and returns to late deliveries and poor customer service.
So far 170 retailers have signed up to be part of the service, including Debenhams, Jessops, BHS, Argos and Boots. They will be charged up to £2,000 a year and £45 for each case the Ombudsman undertakes. The service will be absolutely free for the general public.
How it will work
The process is much the same as taking a dispute to the Financial Ombudsman Service.
You have to complain directly to the retailer first. If the issue is still unresolved after eight weeks, you can then contact the Retail Ombudsman. This must be done within six months of the dispute arising.
Let the Ombudsman know what action you have already taken to resolve the dispute. Keep any correspondence or relevant documents from the retailer handy.
It’ll take around 10 days to allocate a caseworker, who will then contact you online or by telephone to let you know that things are in motion. After that, your caseworker will get in touch with the retailer to hear their views.
The Ombudsman will try to come to an amicable decision. Failing that, the caseworker will write a Recommendation Report which outlines the investigation and suggests an action for the retailer to take. If either party disagree on this, it’ll be taken to the Chief Ombudsman who will make the final decision.
This service doesn’t apply to issues involving furniture, home improvement or flooring goods and services. These should be taken up with the Furniture Ombudsman.
The body will start taking complaints on 2nd January. You can get in touch at enquiries@retail-ombudsman.co.uk, by calling 0203 137 8268 or by visiting the website.
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