The Furniture Ombudsman (TFO) will run a training course, entitled Principles of Consumer Law and Understanding Home Improvement Complaints, on Tuesday 19th November. The industry-specific course concerning consumer law and home improvement complaints will cover the installation of kitchens, bathroom and fitted bedrooms, will help attendees understand when they can refuse a refund, when to offer a repair and when they must pay out.

“Even the best in the business experience the occasional issue, and some of those issues could prove to be out of your control. This may involve compensating your customer, but keeping a customer happy whilst keeping an eye on your own profit margin, can be a difficult line to tread,” says Jon Walters, service delivery manager for TFO.

“Common complaints in the home improvement industry include delays and inconvenience through loss of facilities, damage to property, issues with the quality of the fitting or design and supply-only contract issues. Products and services in this sector are usually of high-value, so if your customer is not happy they may request financial compensation. The course looks in detail at the law surrounding home improvement complaints, such as issues with the fitting of kitchens, bedrooms and bathrooms. Knowing your rights as a supplier or retailer will help you make the correct decision for each situation.”

The course covers aspects of consumer legislation and its practical application, what to consider when evaluating complaints and the potential outcomes based on the ombudsman’s experiences. It also includes information about contracts, statutory rights, The Sale of Goods Act and The Supply of Goods and Services Act.

The course costs £150 for TFO members and £250 for non-members.