Dispute Resolution Ombudsman Reviews 41

So far a waste of time.
They did their investigation into my dispute with Furniture Village and I was offered £50 compensation. Since then, 2 months ago, I've sent several emails to the individuals who dealt with the case, as I've still not received the compensation or heard anything from Furniture Village, they haven't even bother to reply to my emails, very poor service.

Although the case I took to the Dispute Resolution Ombudsman was decided in my favour, the seller did not keep to the agreement and the Dispute Resolution Ombudsman have no power to enforce it (which I must say was a surprise and a disappointment and something I wish I had known was a possibility before starting the Ombudsman process).

To add even more surprises to what became a very frustrating experience, when I asked about submitting a complaint regarding the transparency of information given by the case handler from the beginning, as well as the inaccurate/misleading information I was given at later points; it transpires the Ombudsman’s complaint policy is one whereby the customer first complains to their case handler (which in my instance was the person I was complaining about). This did not give me much confidence that complaints are taken seriously or independently reviewed. So suffice to say I didn’t waste any more of my time submitting a complaint and instead I’ve decided to leave my honest review on here.

It is my hope to inform others and maybe my comments will be taken on board by the Ombudsman. I would not be leaving this if they had a complaints process where I was confident my experience would be genuinely considered and listened to, and most importantly, if it was discovered that changes in their service/processes/training were needed, that they would then be introduced.

No business is perfect but most seek to improve what they do based on user experience and feedback. Unfortunately in my situation, it appears that constructive criticism is not welcomed by this Ombudsman, they did not seek feedback from me once my case was closed either.

In summary, the whole thing was a waste of my time and delayed what was an unsatisfactory resolution, and what ended up happening was something I was offered/entitled to before using the Ombudsman. This was where instead of a repair (which I wanted and was agreed) all of the furniture was collected and refunded (I took another day off work for the collection to take place). We were then left without lounge furniture for 12 weeks; we had to wait weeks to receive the refund, to then be able to go elsewhere to buy replacement items and wait for delivery.

By using this Ombudsman service I just wasted months of time and put unnecessary stress on myself - not only was there the quantity of administrative time and energy I had to put into this, but also lost earnings due to me taking days off to wait at home for agreed repair appointments (working around very last minute appointments being bookable by the seller), that then didn’t materialise (these appointments were part of the resolution decided by my case handler); I did also need to chase my case handler who missed promised deadlines.

My final point/grievance was I did not appreciate assumptions that were made by the case handler about my capacity/physical abilities and what I should be expected to do to resolve the issue (once the seller refused to complete their part of the agreement). So I did not appreciate being asked/expected to take responsibility for things that were not for me to do, things that were not what was agreed, but yet the case handler changed their mind once the seller refused to complete the arrangement and I was then told different information about what I should expect as a customer and what I should be doing to help resolve.

It was evident (after the fact) that the seller had no intention of upholding the agreement at the time it was made, and they clearly knew the Ombudsman couldn’t/wouldn’t enforce it. I think the seller hoped I would just give up and go away.

This whole debacle cost us time, money, stress and nothing to sit on for months!

Based on what I now know, I would recommend that others either accept whatever the seller offers as a resolution directly before using this Ombudsman service, or seek a different recourse altogether.

absolutely useless service...cannot believe i had put all my hope with such a pathetic joke of a service. From the individual who answers the phone to whoever they employ for the investigation. I didn't even realise you could leave reviews on an ombudsman service and it seems like i am in the same boat as a whole lot of others. Surely this can't be allowed to carry one. There response to people's reviews, is incredible.

I had a dispute with DHL, and because DHL didn't like me complaining they deadlocked the complaint, refused to deliver anymore parcels to my address, and directed me to these lot!
The dispute resolution ombudsmen of course just sided with DHL and ignored the part of my complaint where DHL said they wouldn't deliver to my address again.
When I raised this with the case handler, they apologised and said they would pick this up directly with DHL and come back to me. That was March, and every time I chase, I just get told, your complaint is closed. When I raise a complaint about their service, I get exactly the same response, despite showing evidence that their case handler promised to do this, they just ignore that.
As everyone else says, I don't see the point of using this service, they are awful, unhelpful, and just lie.

Case Ref COMP258.

I took a complaint against DFS to the FHIO with such high hopes that they would be able to facilitate in getting DFS to answer some questions that I had for months been trying to get DFS to answer but had repeatedly failed to do so. The issues first started when an advisor got back to me with a review of my complaint. Nothing in her email suggested to me that any of my questions were forwarded onto DFS to answer and she just relayed back to me a report from HomeServe which did not fully relate to what my complaint centred on. Repeatedly I tried to clarify what my complaint was about and that nothing had been done by FHIO to get these questions answered. However because the FHIO does not give you a chance to really challenge their reviews as they are so quick to close your case, I decided to put in a complaint regarding how my case was looked at to the Dispute Resolution Ombudsman.

I sent a detailed email outlining my initial complaint against DFS and my reasons why I thought that my case had not been correctly reviewed or looked into by the FHIO advisor. I again reiterated the questions I wanted DFS to answer. It was the response I got from the Head of Consumer and Member Services that fully showed to me that the FHIO and the DRO do not care one ounce or respect the consumers that they are meant to be helping.

The information in her email reviewing my complaint was completely wrong. She relayed back to me saying that I had asked these questions and that she will be forwarding onto DFS the question that I wanted answering. That would have been fantastic. However, unfortunately, the questions that she was stating that I was asking were completely incorrect. I had never asked those questions. She had got it wrong. I sent her an email to clarify that she had gotten the questions I wanted answering wrong but as is the case, once they make a decision, they lock and throw away the key to your case. Nevertheless I once again sent a further complaint to the department again, outlining how the advisor had got it wrong and asking why this had happened when I had been very clear in all my emails to them. Once again, in their own words... As you have had a response from the Head of Consumer and Member services regarding your complaint, unfortunately, we will not be providing another response.

Instead of admitting that a mistake may have been made and trying to rectify the situation the DRO just shuts you down and ignores you. Their customer service is atrocious. And this is at the top level of the complaints procedure. I expected this lack of customer care and consideration from DFS but never thought this would be mirrored by FHIO and DRO to an even worse extent.

Another paper ticking Government Quango who always deny via a template response to be anything like everyone says they are. It is do much easier to use Legal Action than to use this waste of air.

You can expect the TEMPLATE response they are told to give to the NEGATIVE feedback amazing how they are never wrong and everyone who finds them wrong is.

Utter waste of time. Their decision was simply a copy and paste of DHLs response already sent to me. I went back asking for more information and was ignored. I complained using their complaints process about the fact I was being ignored and the complaints people ignored me. No response to several emails and chasers. Complete charlatans.

Began my case with them in August 2022. Took literally until December to even start investigating, emails constantly ignored. Never picked up the phone. Now in April 2023 they have FINALLY 'reached a resolution', which basically says there's no proof the business did what I said they did, (despite photographic evidence of damage). Not a hint of an apology for taking 8 months to get to a completely unfair decision, and having crap communication. Completely useless waste of time.

This company is a disgrace. Clearly they only act on behalf of their paid members to turn down genuine claims and complaints by customers.
I have never dealt with any individual or organisation this incompetent!
Completely unable to grasp simple facts, and instead gave a completely irrelevant reason to turn down my complaint. Refused to answer any questions, or acknowledge any facts, including the company in question Hometree clearly breaching the contract and terms and conditions.
Clearly acting on behalf of their member company.
Corrupt organisation employing incompetent staff.
Use a small claims court instead

We were badly let down by a trader. The Ombudsman negotiated a refund of the money paid.
Without this assistance we would have had to take court action to recover our money.
So, many thanks to the Ombudsman for their help.

Agree 100% with the other 1 star reviews on here. This organisation are incompetent and biased beyond belief. Despite strong evidence in my favour, and several mistakes in their "judgement" they have bent over backwards to rule against me. There is no right of appeal and the numptie that made the "judgement" immediately closed my case, so I cannot reply.

One of their "judgements" was that I couldn't prove that I had posted a letter. Since when did a Royal Mail post box issue a receipt?? Even though I have a dated copy of the letter, they still ruled against me. DO NOT WASTE YOUR TIME, THEY ARE USELESS!!

I'm afraid I found my only, and hopefully last, dealings with the ombudsman wholly unsatisfactory. I found my agent to be biased, not open to to hearing my side, and completely disproportionate in reaching a settlement. I really question the qualifications and competence of people in these roles.

A moving company lost part of my goods in one of the boxes. However, since the moving company did not produce any document to list what was in the boxes, they cannot say I'm telling the truth. It happens that I have two witnesses, but they cannot consider them. It is only document-based. So unless the company produces a document that says they are at fault, you will never be right, according to this association. It is simply ridiculous. Don't waste your time with them.

Don’t waste your time with these hassholes straight to the small claims court do not know what there purpose is STAY CLEAR

During a telephone conversation with the Ombudsman this morning I was made aware by the Managing Director that using their complaints process was "harassment" and at the end of the conversation he hung up on me. I actually spent longer on hold with the Ombudsman before the MD wanted to stop the call. Is it any wonder the service is failing if this how the MD behaves. All of this has been recorded and can and will be provided where necessary. In our personal experience use the Ombudsman if you want to waste your time. #NOTFITFORPURPOSE And the great thing is they have responsible to no one.