For sofa buyer
our favour but ScS would not have been obliged to do anything.”
ScS said it preferred to deal with customer complaints directly rather than use a conciliation service.
Legal and compliance manager Ian Allcock said: “There is no legal requirement for the company to become a member of an ombudsman and over the years we have been approached by a number of these wishing to sell us their services. Passing our customers to another company to deal with is merely absolving [ourselves of ] our contin- ued commitment to resolving our customers’ concerns directly, swiftly and promptly.”
Despite not being a member of the scheme, the company said it would look at the report when it comes through.
A spokesperson for ScS said: “Goods were delivered to Mr Jones in May 2016. He raised concern regarding a ‘sinking’ cushion in February 2017, and a qualified technician carried out an inspection in his home. In his opinion, the interior had settled in line with use, and the weekly dressing and maintenance was demonstrated to Mr Jones.
“Mr Jones then contacted the supplier, who agreed with the technician’s findings.
“Trading Standards visited the customer, and he at that point stated he would obtain an independent report. We have had no further contact. We have always confirmed to our customers that while we are not members of the Furniture Ombudsman, all reports carried out by it would be reviewed and investigated.”