Consumers Lost Billions Not Using Consumer Rights
Consumers consistently fail to claim their rights under the Consumer Rights Act 2015 for three main reasons: they do not know their rights exist, they accept incorrect information from retailers at face value, and they find the process too daunting to pursue. All three of these barriers can be overcome – and knowing how significantly changes the outcome when an appliance fails.
UK consumers pay out hundreds of millions of pounds every year for repairs and replacements they were legally entitled to have covered for free. The reason is not that their claims are invalid – it is that most people do not know their rights, do not pursue them, or give up at the first hurdle.
The Scale of the Problem
Consumer research has consistently shown that UK consumers spend significant sums every year on appliance repairs and replacements that were legally entitled to be covered by the retailer – but were not claimed. The money is lost not because the law does not protect consumers, but because most consumers do not know the law applies, or do not persist when a retailer says it does not.
The financial impact across all consumer goods runs into hundreds of millions of pounds annually. Even in the specific context of white goods – washing machines, dishwashers, fridge freezers, ovens – the amounts paid unnecessarily are substantial.
Every time a consumer pays for a repair or replacement they were legally entitled to have covered, they effectively reward a retailer for selling a poor-quality product – and signal that no consequence will follow. This makes it commercially rational for retailers to continue the same behaviour.
Why Consumers Don’t Claim – Six Reasons
1. They don’t know their rights exist beyond the guarantee
The single biggest reason is simple ignorance – not of the law’s existence, but of its scope. Most consumers understand that a guarantee gives them protection. Very few understand that the Consumer Rights Act 2015 gives them additional, separate rights that can apply for up to six years regardless of any guarantee period. When a guarantee expires, many consumers genuinely believe their protection has gone with it.
This misunderstanding benefits retailers enormously. Read more: Consumer Rights Act 2015 and faulty appliances – what it actually means.
2. They accept incorrect information from retailers
When a consumer contacts a retailer about a faulty appliance and is told “I’m sorry, the guarantee has run out so there’s nothing we can do,” many accept this as accurate. In many cases, it is not. Some retail staff are genuinely unaware of the full extent of their employer’s legal obligations – they have not been trained on the Consumer Rights Act and may sincerely believe what they are saying. Others know the obligation exists but rely on the fact that most consumers will not challenge them.
Either way, accepting the first response without question is one of the costliest mistakes a consumer can make. See: out of guarantee does not always mean you should pay.
3. The law is genuinely complicated and subjective
The Consumer Rights Act is not a simple list of rules with clear cut-off dates. Terms like “satisfactory quality,” “reasonable time,” and “inherent fault” are deliberately flexible – intended to apply across all goods and all circumstances. This flexibility is actually useful to consumers, but it also means there are few guaranteed outcomes. Even a strong claim may not result in a specific remedy without negotiation or escalation.
This complexity creates doubt – and doubt causes consumers to walk away from claims that would have succeeded with a little persistence.
4. The small claims court sounds frightening – but is not
Many consumers know that the small claims court exists as a final route for consumer disputes, but find the idea of court proceedings intimidating. In reality, the small claims court is specifically designed to be accessible without legal representation, handles modest-value disputes efficiently, and frequently resolves claims before any hearing takes place – simply by the filing of a letter before action.
The deterrent effect of the small claims court on retailers – who prefer to settle than face a public ruling – is one of the most underused tools in the consumer’s armoury.
5. They give up too quickly
A first refusal from a retailer is a normal part of the process – not the end of it. Retailers know that a significant proportion of consumers who receive a refusal will simply accept it. The commercial logic is clear: refuse everyone, then resolve only the cases where the consumer persists. Persistence – putting claims in writing, escalating formally, using services like Citizens Advice and Resolver – is what separates consumers who recover their money from those who do not.
6. They buy extended warranties instead of exercising their rights
Extended warranties are sold as peace of mind – but they are also, in many cases, an expensive substitute for rights the consumer already has under the Consumer Rights Act. For higher-value appliances, the Act may already provide meaningful protection for premature failures. Paying for an extended warranty on top of statutory rights is, in many cases, paying twice for the same protection. Read: should I buy an extended warranty?
What Retailers Know – and Count On
Retailers are not passive in this situation. Their approach to consumer rights claims is commercially rational and consistently effective.
The first response is always a refusalStandard practice is to decline at first contact, citing the expired guarantee. This filters out the majority of consumers, who accept the refusal and walk away. Only a small fraction persist – and it is only those consumers who have any chance of recovery.
Staff kept uninformedSome retailers deliberately keep front-line customer service staff unaware of the full extent of consumer rights obligations. A representative who genuinely does not know that the Consumer Rights Act applies beyond the guarantee is both more convincing and less liable than one who knowingly misleads.
Manufacturer redirectionReferring consumers to the manufacturer is a standard tactic. It creates confusion about who is responsible (the retailer, not the manufacturer, under the Consumer Rights Act), delays the process, and loses some proportion of consumers along the way. See: who is responsible for faulty appliances?
Dispute the diagnosisRetailers commonly refuse to discuss a remedy until the exact fault is diagnosed – which is actually reasonable. But this step is then used to introduce further delay, dispute the diagnosis, or require the consumer to obtain and pay for an independent report – enough friction to cause many consumers to abandon the claim.
The Situations Where Your Claim Is Strongest
Not all out-of-guarantee claims are equally strong. Understanding where your position is strongest helps you decide whether and how hard to pursue a claim.
| Situation | Strength of claim | Key argument |
|---|---|---|
| Appliance fails within days or weeks of guarantee expiring | Very strong | Fault almost certainly inherent at time of sale |
| Expensive premium appliance fails terminally within 3-4 years | Strong | Well below reasonable lifespan for price and brand |
| Same fault recurring after previous repairs | Strong | Pattern demonstrates product is not of satisfactory quality |
| Catastrophic fault (irreparable) on a mid-range appliance after 2-3 years | Reasonable | Terminal failure well below expected lifespan |
| Minor fault on an older budget appliance after heavy use | Weaker | Wear and tear argument is more credible at this point |
For a detailed breakdown of what constitutes a reasonable lifespan and when claims are more or less likely to succeed, see our guide: out of guarantee does not always mean you should pay.
The Common Scenarios Consumers Face
These are the situations most frequently encountered when pursuing an appliance claim – and how to respond to each.
A fault that develops shortly after a guarantee ends is particularly strong evidence of an inherent fault present at the time of sale. Don’t accept a refusal. Read: washing machine only just out of guarantee.
Being under a manufacturer’s guarantee does not always mean repair is free – particularly if the engineer cannot find a fault. Know your position before agreeing to pay. Read: repair company wants to charge if engineer can’t find fault.
In some circumstances you may be entitled to a replacement rather than a repair – particularly where multiple repair attempts have failed or would cause significant inconvenience. Read: how to get a faulty washing machine exchanged.
In some cases – particularly where a repair has caused further damage or the appliance fails for the same reason repeatedly – you may be entitled to claim more than just a repair. Read: claiming compensation from a retailer or repairer.
How to Start Claiming Your Rights Today
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Establish whether you have a valid claim. Read our Consumer Rights Act guide and our article on out of guarantee claims. Understand the basics before contacting anyone.
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Get the fault diagnosed. No retailer will discuss a remedy without knowing what has gone wrong. A diagnosis is a necessary first step – and the engineer’s report becomes valuable evidence if the claim is disputed.
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Contact the retailer in writing. Put your claim in writing, citing the Consumer Rights Act 2015. State what you are seeking and why. Keep a copy. Written claims are taken more seriously and create a paper trail for escalation.
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Do not accept “it’s out of guarantee” as a final answer. Respond clearly that the manufacturer’s guarantee and your statutory rights are separate, and that your claim is with the retailer under the Consumer Rights Act 2015.
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Use free support services. Resolver and Citizens Advice are free to use and significantly improve outcomes. A formal complaint through Resolver often prompts a more substantive response than direct contact alone.
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Send a letter before action if needed. If the retailer continues to refuse, a formal letter stating your intention to use the small claims court resolves many disputes without going to court. The prospect of proceedings – and a public ruling – is a strong incentive to settle.
Frequently Asked Questions
Is it really worth fighting a retailer over a faulty appliance?
In most cases, yes – particularly for claims involving significant sums or recently failed appliances. The process is less daunting than most consumers expect, free support services make it considerably easier than going it alone, and retailers resolve a significant proportion of formally raised complaints without requiring court proceedings. The main barrier is inertia – and the retailers know it.
How do I know if my claim is valid?
The key questions are: did the appliance fail prematurely for its price and type? Was the fault inherent rather than caused by misuse or abnormal wear? Is the fault significant enough to affect the appliance’s usability? If the answers to these questions are yes, you likely have a valid claim – at least worth pursuing formally. Citizens Advice can help you assess your specific situation. See our full guide: Consumer Rights Act and faulty appliances.
What if I don’t have the original receipt?
A receipt is helpful but not always essential. Other evidence of purchase – a bank or credit card statement showing the transaction, an order confirmation email, a delivery note – can serve the same purpose. The retailer must be able to identify the sale from their own records. If you cannot prove when or from whom you bought the appliance, your claim is significantly harder to pursue, though not necessarily impossible.
What if the retailer has gone bust?
If the retailer has closed, your Consumer Rights Act claim against them is no longer available. However, if you paid more than £100 by credit card, Section 75 of the Consumer Credit Act makes the card issuer jointly liable – and this route remains open even if the retailer has ceased trading. For debit card purchases, the chargeback scheme may apply. Citizens Advice can advise on the best approach for your specific situation.
How long do I have to make a claim?
You have up to six years from the date of purchase to bring a claim through the courts in England, Wales, and Northern Ireland (five years in Scotland). However, the difficulty of making a successful claim increases significantly over time – particularly after the first six months, when the burden of proof shifts to you rather than the retailer. Act promptly rather than waiting, particularly for recently failed appliances.
Can I claim if the appliance was a gift or second-hand?
Consumer Rights Act claims are made by the person who bought the goods – the purchaser, not the recipient. If you received an appliance as a gift, the buyer would need to make the claim on your behalf. For second-hand goods, your rights still exist but the standard of “satisfactory quality” is adjusted to reflect the age and price paid. Consumer rights for second-hand goods from private sellers are more limited than those from retailers.
Ready to claim what you’re entitled to?
Our consumer rights guides cover every stage of the process – from understanding your rights to escalating a refused claim.