Cox & Cox invests in consumer protection as sales soar

The homeware retailer said it aims to promote consumer confidence in the sector in which they operate, adding ‘another layer of protection’ for its customers

Homeware retailer Cox and Cox has joined the Furniture and Home Improvement Ombudsman (FHIO) amid reported sales growth of 74.5% year on year for the period ending January 2021.

Cox and Cox said the decision comes as it aims to demonstrate its “ongoing commitment to raising standards and promoting consumer confidence”.

The independent, not-for-profit and government approved Ombudsman scheme offers a range of services to its members and their customers including alternative dispute resolution, training and advice.

The Ombudsman helps to provide consumers with additional peace of mind and supports businesses and their customers in finding solutions when disputes occur, without the need for costly and lengthy litigation.

By joining the FHIO scheme, the homeware retailer said it aims to promote consumer confidence in the sector in which they operate, adding “another layer of protection” for its customers.

In addition, the membership underlines industry best practice and an undertaking to manage complaints formally and at a level that is higher than the law prescribes. Access is provided to an established City and Guilds learning and development programme, and a dedicated Ombudsman team who have expertise in dispute resolution and consumer law.

Equally, consumers benefit as they will be able to raise a complaint with the Ombudsman for free, if they are unable to resolve the complaint through existing channels or internal procedures.

Kevin Grix, CEO and Chief Ombudsman, the Furniture and Home Improvement Ombudsman said: “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.”

He added: “For years businesses have improved and learnt from the Ombudsman and Cox and 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 from Cox and Cox, said: “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 practise and an ongoing commitment to protecting consumers’ rights.”

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