Qualitas

TFO was established after critical reports from the UK Office of Fair Trading regarding the furniture industry – a 1986 discussion paper, The Protection of Consumer Prepayments, and, in 1990, Furniture and Carpets - A report by the Director General of Fair Trading. This recommended industry reforms relating to: labelling, consumer buying advice, deposits, quality, delivery damage, and compliance with codes of practice. The report was also critical of the furniture industry stating:

"if the industry cannot, or will not, improve the situation of its own volition, the Office will have no option but to consider whether legislation is appropriate... the Office will expect the trade associations to take the lead in re-examining this question, and in putting forward proposals for the establishment of a deposit protection." (para 1.8)^[1]

As a consequence, in 1992 several trade associations, in conjunction with manufacturers and retailers, formed the 'Furniture and Carpet Action Group' which became a company (limited by guarantee) and ultimately became 'Qualitas Furnishing Standards Ltd'. Contrary to representations made by the organisation it was not created by or in conjunction with the OFT; the OFT was merely a passive observer.

Further OFT investigations led to several home improvement organisations agreeing to undertakings mandating their membership of a deposit protection scheme. The OFT agreed that a scheme proposed by Qualitas was acceptable; as a result, Tesco Kitchens & Bathrooms, B&Q, Moben, Kitchens Direct, MFI and Magnet became members of Qualitas in the early 2000s (decade).

Originally based in central London, Qualitas struggled to gain traction in the industry, and was purchased by the Furniture Industry Research Association (FIRA) in the late 1990s and moved to FIRA's Stevenage office in Hertfordshire.

TFO

The name The Furniture Ombudsman (TFO) was adopted in January 2007.

In 2011 TFO applied for membership of the OFT's Consumer Codes Approval Scheme (CCAS). When this scheme closed in 2013, membership had not been granted. Oversight of the CCAS was passed to the Trading Standards Institute in 2013 who took over consideration of TFO's application.

In 2014 TFO was re-established as a not for profit company outside of the control and ownership of FIRA.

TFO provides a testing and inspection service, training services (in consumer law and complaint handling, primarily to businesses) and a dispute resolution service. The latter is the most significant aspect of its business and is based around a code of practice and basic consumer and contract law.

Several bodies refer consumers to TFO, including the Trading Standards Institute, Citizens Advice Bureau and the European Commission.^[2] TFO is a full ombudsman member of the Ombudsman Association.

FHIO

The company re-branded to the Furniture & Home Improvement Ombudsman (FHIO) in August 2020.