The brief
FHIO is an independent, not-for-profit ombudsman that has helped consumers and businesses resolve disputes since 1992. Its site has two very different audiences: consumers who need to raise a complaint, and businesses who want to join or train. Both needed a fast, obvious route to what they came for.
What we built
A responsive website with separate consumer and business journeys from the very first screen: raising and tracking a dispute, becoming a member, and booking online training courses and webinars. News, articles and publications sit in one tabbed hub, alongside an explainer video and accrediting body logos to build trust.
The result
A trustworthy, easy-to-use site that works just as well on a phone as on a desktop, helping people find the right path whether they’re making a complaint or joining the scheme.