Saga cushioned

LATEST BATTLE WITH SCSWON BY PENSIONER

Legal and compliance manager Ian Allcock said earlier: “Simply passing our customers to another company to deal with is merely absolving our continued commitment to resolving our customers’ concerns directly, swiftly and promptly.

“Furthermore the Consumer Rights Act introduced in 2015 is very clear on our obligations to our customers making the use of ombudsman services increasingly redundant as a third-party service to resolve customers issues.

“We strongly believe, together with always adhering to our customers’ rights, we have the knowledge, skills, expertise and customer focus to deal with our customers directly as we have done so successfully over many years and will continue to do so – but have decided not to sign up to these ombudsman services.”

He said there was no legal obligation to sign up to any ombudsman service.

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.

“We have always confirmed to our customers, whilst we are not members of the Furniture Ombudsman, all reports carried out by them would be further reviewed and investigated.”

Later ScS said they would supply Mr Jones with a new seat interior, as per the report’s recommendations.

A spokesperson said: “Whilst our upholstery manager agreed with the technician’s report that this was wear and tear, the Ombudsman’s report does conclude that the seat is soft and recommends new seat interior.

“As confirmed previously, whilst we are not members of the Ombudsman, we do adhere to their reports.”