History
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Following the Government's manifesto pledge to establish an Ombudsman within the rail sector, Dispute Resolution Ombudsman was appointed in 2018 to provide Great Britain's first ever Rail Ombudsman service. This service is to provide consumers with a free and expert service to investigate unresolved complaints about train companies and rail service providers who participate in the Rail Ombudsman service. This Rail Ombudsman service was launched on 26th November 2018.
Our Journey
2023
The Rail Ombudsman begins new contract
The Rail Ombudsman begins operating under a new contract sponsored by the regulator, the Office of Rail and Road.
2018
The Rail Ombudsman is established
Following the Government’s manifesto pledge to "introduce a passenger ombudsman to stand up for the interests of rail users suffering a poor deal." Our work in many complex areas was recognised as we were appointed in 2018 to provide Great Britain’s first ever Rail Ombudsman service.
2017
25 Year Anniversary
The Ombudsman marked 25 years of expertise in provision of alternative dispute resolution services, resolving thousands of disputes and raising understanding on consumer law and protection issues across several sectors.
2015
Consumer Protection Alliance formed
In 2015, alongside Gas Safe Register, NICEIC and Which? the Ombudsman established the Consumer Protection Alliance to help provide awareness advice to consumers about the dangers within the home.
Dispute Resolution Ombudsman
As the organisation grew and extended its reach, it created a sister brand using its registered name, the Dispute Resolution Ombudsman (DRO), to be operated alongside TFO and to carry out its services in other sectors beyond retail and furniture. Today TFO and DRO have jurisdiction across thousands of businesses...
2014
New Board established
In 2014, a new board Chaired by Stephen McPartland MP was established, and the governance of the Ombudsman transferred to TFO Dispute Resolution Limited (later renamed Dispute Resolution Ombudsman Limited).
Operating as a not-for-profit, the organisation was incorporated...
The Furniture Ombudsman
Throughout the 2000s and beyond, The Furniture Ombudsman (TFO) helped resolve thousands of disputes and built widespread support. In 2009, the Council and Advisory Panel merged into an Independent Standards Board.
2007
Becoming an Ombudsman
Following its expanding remit, those on the Council and Advisory Panel elected in 2007 that Qualitas should take the necessary steps to become an Ombudsman.
Early 2000s
Qualitas Grows
The Council and Advisory Panel brought together representatives from business, government, and consumer groups. By the mid-2000s, Qualitas became known for promoting standards through training and advice.
Mid-1990s
Governance
An independent Council and Advisory Panel provided governance while the service operated from the Furniture Industry Research Association offices.
Introduction of the Payment Protection Scheme
In the mid-1990s, the Office of Fair Trading recommended Qualitas introduce a Payment Protection Scheme to safeguard consumers making large purchases.
1992
Qualitas is formed
In 1992, the Office of Fair Trading, Trading Standards, and industry leaders founded Qualitas — a non-profit organisation offering advice and resolution services.
1986 - 1990
Government call for improvement
In 1986 and 1990, the Office of Fair Trading issued reports urging the furniture industry to improve its treatment of consumers, pushing for non-legislative changes.