Mandatory scheme for flooring dispute resolution
July 21, 2021
The Government is proposing to require furnishing and flooring firms to go through official arbitration to resolve consumer disputes.
Business Secretary Kwasi Kwarteng and Consumer Minister, Paul Scully, announced yesterday in consultation on the new Reforming Competition and Consumer Policy would apply to home improvement sector "make it mandatory for businesses to take part in arbitration or mediation where disputes arise over a transaction.
"This means both sides have an alternative to the time-consuming and potentially costly route through the courts and levels the playing field for decent businesses who are doing the right thing,” their statement said.
The move which would make the current Alternative Dispute Resolution (ADR) scheme mandatory has received a chorus of support from the Competition and Markets Authority, Which? and Citizens Advice and also from the The Furniture and Home Improvement Ombudsman (FHIO).
FHIO's chief executive Kevin Grix said; "Today’s announcement by the Government will go a long, long way to help protect even more consumers who fall in to dispute with a home improvement business - and further demonstrates that our existing members have been doing the right thing all along.
"Consumers need protection now more than ever. They should expect as a minimum to be treated fairly before, during and after their purchase and should have the comfort that if things go wrong there is an independent organisation to turn to. Good businesses who play by the rules have nothing to fear - with the right knowledge, practice and procedures in place many disputes are avoidable.
"Consumers need protection now more than ever. They should expect as a minimum to be treated fairly before, during and after their purchase and should have the comfort that if things go wrong there is an independent organisation to turn to. Good businesses who play by the rules have nothing to fear - with the right knowledge, practice and procedures in place many disputes are avoidable.
"Businesses who work with us are helping to raise standards and are best placed to learn from complaints in order to improve for the future," he said.
The Government's proposals would make ADR compulsory in both the used car and home improvement sectors — areas where consumers often make large, important one-off purchases. It is just one of a wide range of consumer protection measures that are planned. Others including strengthening the powers of the Competition and Markets Authority and tightening up down on rogue ratings on Internet review websites.
SEARCH OUR NEWS SERVICE
FEATURED ARTICLES
Learn all aspects of flooring installation at the Uzin Utz Campus in Stafford. The state-of-the-art facility provides diverse training opportunities throughout the year. From subfloor preparation, LVT fitting, wet room installations, wood floor sanding and sealing, as well as resin flooring installation, each course is designed to inspire and equip you with essential skills. With prices starting at just £75 per person, you will not only gain valuable knowledge but also lunch and refreshments, a certificate of achievement, a Uzin Utz Campus T-shirt, and exciting giveaways.
FITA is an independent, not-for-profit organisation, providing specialist training for the floorcovering industry. Co-founded by the Contract Flooring Association and the National Institute of Carpet and Floorlayers, FITA has two specialist training centres at Loughborough and Kirkcaldy, fully equipped to deliver over 20 different flooring courses including carpet, LVT, sheet vinyl, wood, linoleum and subfloor preparation.
When it comes to ensuring that flooring meets standards of other design features, such as furnishings and fittings, following best practice in subfloor preparation and flooring installation is as important as the floorcovering selection itself. Tim Green, head of training at the UK’s leading manufacturer of subfloor preparation products and adhesives, F. Ball and Co, explains how training in these areas can help achieve a design edge and how to access the best free provisions available.
As the foundation of any interior, flooring plays a vital role in creating calm, uplifting spaces. Our latest article explores how leading brands blend natural aesthetics with modern performance, so no matter what your style, there are numerous options for both indoor and outdoor home décor.
It’s no secret that one of the biggest issues facing the UK flooring industry is the shortage of skilled labour, and this is a problem that’s only likely to get worse as the older generation hangs up its tools and finds fewer and fewer young hands willing to take up the trade. While the overall declining interest in practical trades is a matter to be addressed by all stakeholders – particularly at a Government level – flooring manufacturers and specialised training outfits have long been playing their parts to raise standards within the industry.
Greendale Carpets are the longest established buying group in the UK, having been formed in 1962. The group is a member owned cooperative run on a not-for-profit basis with any surplus at the end of the financial year being put back into the group for the sole benefit of the member.
The Associated Carpet Group held its Platinum Supplier Show this past 14-15 March, celebrating its 40th anniversary at the illustrious Hilton Hotel at St George’s Park, the home of the FA and England football teams. The annual showcase is both a platform for ACG’s suppliers to present their newest offerings to the buying group’s members and, of course, a highly enjoyable social event!
Retailers who are considering joining a buying group would be right in thinking that the combined buying power of multiple retailers all over the UK is a positive because, let’s face it, millions of pounds of buying power is better than thousands of pounds.
BUSINESS NEWS
Imports of soft flooring including wall-to-wall carpet and rugs were up 8.8% to £74.75m in March, according to HMRC data compiled by The Furnishing Report. With this increase, imports of carpet grew faster during the period than alternatives like vinyl.
GfK’s long-running Consumer Confidence Index decreased by four points to -23 in April. All measures were down in comparison to last month’s announcement. These are the current findings of the GfK Consumer Confidence Barometer (CCB) powered by NIM. The CCB has been published jointly by GfK and the Nuremberg Institute for Market Decisions (NIM), the founder of GfK, since October 2023.
Likewise Group, the UK flooring distributor, has announced its audited final results for the year ended 31 December 2024.
GfK’s long-running Consumer Confidence Index increased by one point to -19 in March. Two measures were up, two were down and one was unchanged in comparison to last month’s announcement.
The prices of carpets and other floorcoverings fell 1.8% in March 2025, according to the latest data from the Office for National Statistics. This is the second consecutive month of falling prices, with carpets seeing a drop of 1.7% in February, down from 2.5% growth in the same period last year.
As of 1 April, Herman and Age Mulder will take over the management of Rinos as Managing Directors. They represent the fifth generation to join as shareholders of the family business, which celebrates its 100th anniversary this year. Milco Visscher will start as commercial director on 1 May. The current managing director, Peter Kuipers, will oversee the transition and step down on 31 July.
Imports of flooring to the UK this February were up 7% when compared to the same period last year, reaching a total value of £127.9m, according to figures compiled by The Furnishing Report.
Likewise Group, one of the UK’s largest flooring distributors, has announced a “particularly positive” start to the year with gross sales revenue in Q1 2025 increasing by 10.7% against the corresponding period last year. Sales in the Likewise Branded businesses have increased by 14.6%.
The British Furniture Confederation (BFC), the public affairs umbrella body of furniture and beds, furnishings and flooring sector trade associations, has unveiled its new Plan for Growth. The document is said to support BFC’s advocacy across four key pillars: skills and education; trade and exports; standards and regulations; and the environment and circular economy. It has been developed over the past few months, the organisation says, evolving from a combination of position papers written by the associations’ executives and a comprehensive survey of their collective members.
Consumer card spending grew 1.0% year-on-year in February – lower than January’s 1.9% increase and less than the latest CPIH inflation rate of 3.9%, according to recent figures reported by Barclays. In anticipation of higher bills, consumers are said to be cutting back on essential outgoings, but still prioritising discretionary purchases, contributing to an uptick in optimism in the health of personal and household finances.
The new and improved Flex Pro Pure is the fast and easy way to install Moduleo design floors.
Thanks to premium wood, laminate and vinyl floors, Quick-Step is the brand that has it all.
Louis De Poortere has introduced four new designs into Antiquarian, one of the most popular collections in its 100% recyclable Ecorugs.
With compact, acoustic and safety derivatives of its heavy-duty heterogeneous vinyl available in a wide range of attractive designs, IVC Commercial can make any school cool.
Beauflor’s Polaris is a cushion vinyl collection designed and made in Belgium to cope with the rigours of communal and residential use in social housing schemes.
The Pro-Screed floor preparation range from floorwise is the easy way to start a fantastic floor.