Categories
Companies customer service

A slight change of MOOd for the Complaining Cow

Today I did a guest blog post for Tesco about supermarket pricing. Are supermarkets giving us value for our money yet?

Even more odd, it was, in the main, positive. Followers of me on this blog and social media know that this is strange but apparently true. Do not worry, normal service will be resumed shortly. I am not letting the story regarding misleading the public on the non-existent farms lie, as further investigation is being undertaken!

In the meantime, if you are new here you may wonder what on earth I am talking about. Well, my history with Tesco may explain and gives you all the links to various stories of complaint, taking them to court, meeting the CEO etc. I’ve also written and been in the media about Sainsbury’s, Morrisons,  and various articles/media appearances on supermarkets generally.

If you want to email a CEO at a supermarket you too can do this! It’s easy! You won’t always get a response directly from the CEO, but your enquiry should be passed to his or her own executive team, rather than to customer services. For the best ways of complaining see Top 20 Tips for complaining. You might also find the book How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! useful.

DaveLewisBlog-e1433412538144Tesco ceo email address

 

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Sainsbury’s ceoemail address

 

AsAsda Executives… Photograph by Richard Walker/ImageNorth www.imagenorth.netda ceo email address

 

MPotts2orrisons ceo email address

 

TheBossMCWBiographyMainImage (1)Iceland ceo email address

 

W1459851147366aitrose ceo email address

 

download (3)Lidl ceo email address

 

images (4)Aldi ceo email address

 

Richard_Pennycook1Co-operative ceo email address

 

Any other CEO just click here.

 

Categories
ADR Ombudsman

Ask the Chief Ombudsman: Furniture & Home Improvement

Kevin Grix writes a guest blog post

Shopping

It seems that we are a nation built upon a love for retail therapy. Shopping on the high street is an ever popular leisure activity and even when we are relaxing at home it’s possible to purchase via our laptops, tablets and smart phones with delivery direct to our doors.  There are always issues such as Sunday trading hours, online shopping, deliveries and the impact of a ‘Brexit’ on the high street  in the news. This helps  illustrate the impact that shopping has on our daily lives.

All of us are consumers and at one point or another it’s inevitable that we’ll feel let down with a product that we have purchased or a service that we have received.

Billions of transactions take place each year – tills ring out across the country from Monday to Sunday. Shoppers walk away happy most of the time. And so, it’s helpful to keep things in perspective.

What are the Dispute Resolution Ombudsman and The Furniture and Home Improvement Ombudsman?

The Dispute Resolution Ombudsman (DRO) incorporates The Furniture and Home Improvement Ombudsman. Established in 1992 it is a Government approved not-for-profit Ombudsman scheme. It has been providing independent dispute resolution services to consumers and retailers for over 25 years, making it one of the oldest and most important Alternative Dispute Resolution (ADR) services in the country.

What do TFHIO and DRO deal with?

During all these years we have helped to resolve tens of thousands of problems with all sorts of goods and services.  Our members include most of the largest high street retailers in the country. But we also have lots of independent stores too, making our jurisdiction across thousands of retail outlets. In fact the widest of its kind in the United Kingdom. Traders, customers and consumer champions like The Complaining Cow Helen Dewdney, trust us because of our heritage, independence, and the work that we do to raise standards.

The majority of the issues that we see are often limited to expensive big ticket purchases; furniture, kitchens, bathrooms and other home improvement installations. We can investigate disputes involving all sorts of other smaller value retail goods and services (and sometimes we do). However there isn’t usually much need for us to get involved. Why? It’s probably because smaller faulty items are more easily returned by the customer to shop in exchange for a suitable remedy such as a repair, replacement or refund – and that’s what usually happens.

Generally speaking, responsible retailers are good at putting things right for their customers if things go wrong. Thankfully many of those retailers subscribe to our scheme which gives us the power to put things right if they do go wrong.  It’s worth remembering that retailers have been trading for several hundred years. Way back in the early 1900s, retail pioneer Harry Selfridge was attributed with the quote “the customer is always right”. He knew how important it is to keep them happy, to reward their loyalty, and encourage repeat custom.

Independent Furniture Reports

When a case comes to us, we may undertake an independent report. This will determine if the fault lies with the company or not. The company pays for this and the whole service from start to finish is free to consumers. It is a myth that Ombudsmen see in favour of companies because they pay to be a member. Companies pay to be members and per case.

Rip Off Britain talking getting redress with independent reports and ombudsmen

5 Top Tips for preventing problems when shopping

But things sometimes do go wrong and here are five of my top tips on what you can do to limit the risk of that happening – and what you can do to put it right:

  1. Make sure the goods or services that you are considering purchasing are going to be right for your needs, especially if it’s an expensive purchase – do your research and shop around.
  2. If you feel that you need to complain, understand what your rights are and be realistic about what you are entitled to receive from the trader to put it right. There are some great consumer law resources available to buy or to download online.
  3. Tell the trader why you are unhappy and what you would like them to do about it. Try using a reliable template to write an effective letter or email. This will help you to keep things clear and orderly.
  4. If you are buying furniture or other home improvement goods or services such as a kitchen, bathroom or flooring, always shop with a member of The Furniture and Home Improvement Ombudsman because if things do go wrong you will have free and independent redress.
  5. If the goods or services that you’re purchasing aren’t furniture or home improvements check to see if the trader is registered with Dispute Resolution Ombudsman. If things go wrong with those you will receive free and independent advice.

Alternative Dispute Resolution

Alternative Dispute Resolution (ADR): What it all means post that explains what it is all about and how you can use it.

5 myths about Ombudsman providers busted common misconceptions about Ombudsmen.

Government and regulators continue to fail on resolving consumer disputes this post describes how government funded bodies are failing to regulate the non regulated ADR sector. Links to other posts and reports.

Landing in court with Ryanair warning about using AviationADR when dealing with aviation complaints.

Energy ombudsman shows how to keep heat on your supplier a  guest post from the Energy Chief Ombudsman outlining how to ensure you get a satisfactory response when you submit a case to an  Ombudsman.

Ombudsman Omnishambles and More Ombudsman Omnishambles the research reports. The look at how some ADR schemes such as the one run by Consumer Dispute Resolution Limited which used to run The Retail Ombudsman and lost the title are monitored.

Westminster Business Forum seminar Next steps for consumer protection in the UK – dispute processes, enforcement and the consumer markets green paper. 15/11/18

Presentation. Alternative Dispute Resolution – approval and oversight in the loosest possible sense of the words…

How approval bodies are failing to properly approve and monitor Alternative Dispute Resolution -

 

Kevin Grix bibliography

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Kevin graduated from a law degree, prior to studying to be a Barrister in London, at the Inns of Court School of Law. He was called to the Bar by the Honourable Society of the Inner Temple, after successfully passing his Bar exams and is also professionally qualified by the Chartered Institute of Arbitrators (CIArb).

Kevin is a freeman of the City of London, Liveryman at the Furniture Makers’ Company, and represents the Ombudsman on the All Party Parliamentary Group for furniture at the Houses of Parliament. He is a member of the Chartered Trading Standards Business Members Group. He also sits on the executive committee of the Ombudsman Association and the advisory board at the Independent Football Ombudsman.

 

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