25 July 2024, 11:53
By Furniture News Jun 15, 2021

Online retailer embraces industry ombudsman programme

Online homewares retailer Cox & Cox has joined the Furniture & Home Improvement Ombudsman (FHIO) as it reports YoY sales growth of +74.5% for its financial year ended January 2021.

Against this backdrop, Cox & Cox says it has demonstrated its ongoing commitment to raising standards and promoting consumer confidence by joining the ombudsman scheme, which has offered a range of services to its members and their customers including alternative dispute resolution, training and advice for more than a quarter of a century. 

Kevin Grix, CEO and chief ombudsman, FHIO, says: “Knowing that a business subscribes to an ombudsman helps to provide an additional layer of protection and reassurance to customers and businesses alike. Customers like to feel confident when they’re spending, and they want to know that if something goes wrong, there is a mechanism in place to help put it right. Consumers want to know that the business they are buying from is committed to getting it right for them.

“For years businesses have improved and learnt from the ombudsman, and Cox & Cox have now demonstrated a very tangible commitment to raising standards. By joining the ombudsman, they are serious about their responsibilities to consumers and we’d therefore like to commend them as new members of our independent, Government-approved scheme. “

Audrey Huot, head of customer experience at Cox & Cox, adds: “We are delighted to join the ombudsman and look forward to the additional training and support that accompanies membership. Customer satisfaction and peace of mind has always been at the heart of what we do, and this next step signifies best practice and an ongoing commitment to protecting consumers’ rights.”

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