Claiming compensation from a retailer or repairer
Before taking legal action, raise a formal complaint in writing, giving the trader a reasonable deadline to respond. If unresolved, consider Alternative Dispute Resolution before issuing a small claims court claim. Good documentation – invoices, photos, correspondence – is essential at every stage.
Consumers in the UK may be entitled to compensation where goods are faulty or where repair services are carried out negligently or without reasonable care and skill. These rights primarily arise under the Consumer Rights Act 2015.
For guidance specific to a situation, contact Citizens Advice or consult a solicitor.
Your Legal Position
Under the Consumer Rights Act 2015, the following standards apply:
- Goods must be of satisfactory quality, fit for purpose, and as described.
- Services (including repairs) must be carried out with reasonable care and skill, within a reasonable time, and at a reasonable cost if not agreed in advance.
If these standards are not met, the consumer may have a right to a repair or replacement (for goods), a repeat performance (for services), or a price reduction or refund where the issue cannot otherwise be resolved. In cases of negligent repair, consequential losses may also be claimed provided they are reasonably foreseeable.
Steps to Take Before Court Action
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Raise the issue directly with the trader. Make a formal complaint to the retailer or repairer in writing. Clearly set out the nature of the problem, specify the remedy being sought (such as a refund, re-repair, or compensation), and provide a reasonable deadline for a response – typically 14 days. This written notice is often referred to as a Letter Before Action and is a procedural expectation before any court proceedings are issued.
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Check trade association membership. If the trader is a member of a recognised trade association, a complaint can be submitted through that body. Many trade associations have codes of practice and dispute resolution schemes. These are not legally binding, but they can exert commercial pressure on the trader and may lead to resolution without the need for court action.
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Consider Alternative Dispute Resolution (ADR). ADR schemes – such as mediation or arbitration – are typically lower cost and faster than court proceedings. Depending on the scheme, outcomes may be binding or non-binding. Courts encourage the use of ADR, and unreasonably refusing to engage with it can affect cost decisions if proceedings are later issued.
Issuing a Claim Through the Small Claims Track
If the matter remains unresolved, a claim can be issued through the County Court. Claims up to £10,000 are allocated to the small claims track, which is designed to be accessible without legal representation. Lower limits apply for personal injury claims (£5,000) and housing disrepair cases.
Before issuing a claim, the following must be in place:
- Pre-action conduct has been followed, including sending written notice to the trader.
- Evidence is available to support the claim, such as invoices and receipts, engineer reports or photographs, correspondence with the trader, and proof of payment.
Practical Considerations
- The burden of proof lies with the claimant – it is for the consumer to demonstrate the fault or negligence.
- Claims should be proportionate; courts expect parties to act reasonably throughout.
- Court fees can be recovered if the claim succeeds, but legal costs are generally not recoverable in the small claims track.
Where to Get Help
The following organisations can provide guidance on consumer rights and next steps. They do not typically pursue individual claims on a consumer’s behalf, but can advise on how to proceed:
- Citizens Advice – small claims court guidance
- Trading Standards (via the Citizens Advice consumer helpline)
Summary
Most disputes can be resolved without court action if raised clearly and formally at an early stage. A structured, evidence-based approach – starting with a written complaint and escalating through ADR before considering court – gives the best chance of a successful outcome and demonstrates that reasonable steps were taken.
Frequently Asked Questions
What are my rights if an appliance repair has been carried out badly?
Under the Consumer Rights Act 2015, repair services must be carried out with reasonable care and skill, within a reasonable time, and at a reasonable price if not agreed in advance. If these standards are not met, the consumer may be entitled to a repeat performance of the service, a price reduction, or in some cases compensation for consequential losses. Start by raising a formal written complaint with the repairer.
Do I need a solicitor to make a small claims court claim?
No. The small claims track is specifically designed to be accessible without legal representation. Claims up to £10,000 can be issued via Money Claim Online or at a County Court. Good documentation – invoices, receipts, photos, correspondence – is more important than legal expertise in most cases.
What is a Letter Before Action and do I need to send one?
A Letter Before Action is a formal written complaint sent to the trader before issuing court proceedings. It should set out the nature of the problem, the remedy being sought, and a reasonable deadline for a response. Sending one is a procedural expectation in the court process, and failing to do so can affect how the court views the claim. It also gives the trader an opportunity to resolve the matter without court action, which is what most courts expect parties to attempt first.
31 Comments
Grouped into 14 comment threads.
2 replies Hi. I'd be so grateful for your advice. I bought a Beko washing machine in late Sept 2024. The flat downstairs was vacant at the time, but has since been bought and started to be refurbished. In late May, the builders downstairs reported a leak coming from my flat. It took three plumber call outs, and ripping down the ceiling in the flat downstairs to eventually identify it was coming from the 7-8 month old washing machine. It took this long to establish as it's a very unlikely leak - the water isn't leaking from an inlet or outlet, but only during certain cycles when water pours out from between the metal panels at the back of the machine. Even Beko's own engineer was adamant the washing machine wasn't the source of the leak. It was only showing him a video which shows the water pouring out and pooling on the floor, for him to open up the washing machine and discover a faulty part. It's clear the problem was on manufacture, but took quite a while for us to identify - in part because the flat downstairs was empty during the first few months of ownership. Beko so far are being pretty non commital - they've suggested they will not pay the £250 plumber fees I've paid to investigate the source of the leak (3 call outs). Nor any compensation for 2.5 weeks it took Beko to come out to first look at the machine, and then get the part and fix it. I've sent them photos of the damage to the flat below's ceiling but so far they've not acknowledged receipt of them. They've asked if I have notified the building insurance - I've said I haven't and don't want to as I don't want to push my premium up due to a faulty Beko product. Please can you advise how much I can expect from them, and what to push for? Thank you very much.
1 reply Beko DTLCE70051B Condenser Tumble Dryer, 7kg, Black, B Rated. This is a 2022 model. Domestic and General are unable to repair, as they are unable to get the parts from Beko. I called Beko directly and they have advised that the part is not in stock and cannot tell me when it will be. I've been without a tumble dryer for nearly 2-months now. The machine is out of the manufacturers warranty. What are my options, as I am stuck with a tumble dryer that's 2 years old and I'm unable to repair. Is there such thing as the `Right to repair' for tumble dryers, have Beko got an obligation to supply parts for this machine that is 2-years old?
Beko DTLCE70051B Condenser Tumble Dryer, 7kg, Black, B Rated.
This is a 2022 model. Domestic and General are unable to repair, as they are unable to get the parts from Beko.
I called Beko directly and they have advised that the part is not in stock and cannot tell me when it will be. I’ve been without a tumble dryer for nearly 2-months now.
The machine is out of the manufacturers warranty.
What are my options, as I am stuck with a tumble dryer that’s 2 years old and I’m unable to repair.
Is there such thing as the `Right to repair’ for tumble dryers, have Beko got an obligation to supply parts for this machine that is 2-years old?
Hi Tracy. If an appliance can’t be repaired, or can’t be repaired in a reasonable time, the retailer is responsible under the consumer rights act. The white goods right to repair is pretty useless. As they haven’t said the part is unavailable and just out of stock, it’s leaving you in limbo. Theoretically the retailer should refund or replace it, but they will almost certainly be very reluctant as theoretically the part could become available at any time. If the manufacturer said the part was discontinued, then the retailer would have no choice.
You could try telling the retailer that over 2 months is an unreasonable amount of time, and therefore you want it exchanged.
0 replies I have spoken to local plumber, said it will come out OK! Coming 2mo sort things out for me! I'm absolutely disgusted with what I have put up with British gas and their workers. I'm still going to write a note to them saying how appalled I am the way I was spoken to was shocking
I have spoken to local plumber, said it will come out OK! Coming 2mo sort things out for me! I’m absolutely disgusted with what I have put up with British gas and their workers. I’m still going to write a note to them saying how appalled I am the way I was spoken to was shocking
1 reply I've just had problems with British gas home care insurance! Leaking toilet phone Monday morning they came out Tuesday said they couldn't fix it as screws were rusty. Wednesday phoned them 8-29am said they would send someone out between 8-30am and 12midnight,didn't turn up went on chat with 3different people said nt insured as they could not get screws out 9-30 today ( Thursday) phoned again Gareth said insured then declin come on phone said I wasn't ( put phone down on me 9-50) I phoned again spoke to Tanya said insured booked someone to come check over! I then went on chat spoke with Kathryn wanted to know y the phone was put down on me ! I also mentioned I had got someone coming 2day she replied no Tanya should not have booked me in! Another day wasted. She was quite rude said we will not put it in !! 4 days stuck in house, ruined carpet and they said I need to buy more modern toilet and pay for plumber to put it in 40years with insurance so I've cancelled it told got to pay £70 as dyno rod been done work/ they didn't do any work! Didn't have to pay £70 offered £20 compensation. Did not take I said £120 agreed wish I hadn't as its going to cost more than that to get sorted + time off work .
I’ve just had problems with British gas home care insurance! Leaking toilet phone Monday morning they came out Tuesday said they couldn’t fix it as screws were rusty. Wednesday phoned them 8-29am said they would send someone out between 8-30am and 12midnight,didn’t turn up went on chat with 3different people said nt insured as they could not get screws out 9-30 today ( Thursday) phoned again Gareth said insured then declin come on phone said I wasn’t ( put phone down on me 9-50) I phoned again spoke to Tanya said insured booked someone to come check over! I then went on chat spoke with Kathryn wanted to know y the phone was put down on me ! I also mentioned I had got someone coming 2day she replied no Tanya should not have booked me in! Another day wasted. She was quite rude said we will not put it in !! 4 days stuck in house, ruined carpet and they said I need to buy more modern toilet and pay for plumber to put it in 40years with insurance so I’ve cancelled it told got to pay £70 as dyno rod been done work/ they didn’t do any work! Didn’t have to pay £70 offered £20 compensation. Did not take I said £120 agreed wish I hadn’t as its going to cost more than that to get sorted + time off work .
Hello Diane. This sounds too complicated to be able to just give accurate advice. The best thing you can do is get in touch with someone like Citizens Advice or Resolver. Although there is every chance they will also not be able to help much. The big problem here is that you have repair cover, they have sent someone out to repair it, but they have said that it cannot be repaired. So you would have to discredit their opinion somehow.
If they genuinely cannot get to the parts to repair it then they have a point. I would have thought that you could just carefully drill out the screws, but having said that it could be very difficult. This is because the surrounding parts are made of porcelain that could easily break.
There is a chance that the people who came out to fix it just used the rusty screws as an excuse not to do the work because it is difficult. But it’s also perfectly possible that when some screws have properly rusted in enough, they will not come out without breaking the toilet basin. As I said, this is a difficult one to advise about. I would be tempted to try to find a local plumber who would be willing to try and get the screws out.
Also I’m not sure exactly what your insurance covers although I wouldn’t be remotely surprised if there are so many restrictions and exclusions that it is mostly useless. I personally would never take out such an insurance that supposedly covers the whole house. It’s highly unlikely to prove good value for money in the end.
I would also carefully read the terms and conditions to find out if they are justified in saying that they cannot repair it. If the screws that are rusted in all the ones holding the toilet in place so the floorboards them if they cannot drill them out without damaging the toilet bowl they can still drill them out and I would have thought that a proper insurance would cover a replacement bowl if it was necessary.
2 replies High spec telly has stopped working after 4 years. John Lewis have said its not repairable. Purchased it because of the spec and because it was expected to last 11-16 years. John Lewis have offered half the purchase price as compensation. If it has lasted only a third of its expected life time is there an argument that it was of unsatisfactory quality to begin with? John Lewis aren't willing to engage in negotiations.
High spec telly has stopped working after 4 years. John Lewis have said its not repairable. Purchased it because of the spec and because it was expected to last 11-16 years. John Lewis have offered half the purchase price as compensation.
If it has lasted only a third of its expected life time is there an argument that it was of unsatisfactory quality to begin with?
John Lewis aren’t willing to engage in negotiations.
Hello Melanee. John Lewis are saying that it’s expected lifespan is eight years. This is a white goods help site, so I don’t have any information as to what the expected lifespan of a modern TV is. Although, eight years doesn’t seem horrendously bad. Maybe ask yourself if it had lasted for eight years trouble-free, and this had happened, would you be more inclined to accept it?
A lot also depends on the price you paid, although as with many things these days, a higher price does not in any way mean a higher quality product. In most cases, it just means that you have paid extra for higher specifications and features. If it wasn’t extremely expensive, then the difference in potential compensation between 8 years and say 10 years is unlikely to be enough to justify the stress and hassle in fighting for it. I wouldn’t be surprised if the average life expectancy of a modern TV is around eight years. The average life expectancy of a washing machine has fallen to 7 years (and I remember when it used to be between 10 and 15 years). To challenge this you would need to find evidence to give to John Lewis that the average life expectancy is longer than that.
2 replies Hi, we bought a dishwasher from John Lewis Nov 2019 which had a 3 year guarantee. The machine stopped working after 3.5 years and an engineer attended via an insurance we took out. He advised the motor had been leaking for quite some time and needed to be replaced along with the pcb, wiring harness, heater and wiring diagram. They rendered the machine a write off, beyond economical repair. They would not give a replacement as the insurance doesn’t cover the extent of repair costs on a first visit. I’ve been in touch with John Lewis who have requested an engineers report - however the insurers D&G and the repairers for a written report and they are both advising they are unable to produce this as the details are logged through their system only. I have received an email from the repairers detailing all the above but Lewis’s won’t accept this. Do I have a claim for the dishwasher only lasting 3.5 years? Which is not a reasonable time? The dishwasher cost was £359.00 and is an Electrolux/John Lewis brand.
Hi, we bought a dishwasher from John Lewis Nov 2019 which had a 3 year guarantee. The machine stopped working after 3.5 years and an engineer attended via an insurance we took out. He advised the motor had been leaking for quite some time and needed to be replaced along with the pcb, wiring harness, heater and wiring diagram. They rendered the machine a write off, beyond economical repair. They would not give a replacement as the insurance doesn’t cover the extent of repair costs on a first visit. I’ve been in touch with John Lewis who have requested an engineers report – however the insurers D&G and the repairers for a written report and they are both advising they are unable to produce this as the details are logged through their system only. I have received an email from the repairers detailing all the above but Lewis’s won’t accept this. Do I have a claim for the dishwasher only lasting 3.5 years? Which is not a reasonable time? The dishwasher cost was £359.00 and is an Electrolux/John Lewis brand.
Hello Angela. I don’t think a retailer is being reasonable if they say they won’t accept an email from the repair or insurance company. I would definitely challenge them on that. If they persist, you will need to enlist the help of a consumer rights body like Which? or https://www.resolver.co.uk/
Essentially they sold you a washing machine that has only lasted 3 years, which is well short of a reasonably expected lifespan (unless it’s been heavily used for a large family for example). So under the Consumer Rights Act 2015 it is not of sufficient quality, and has not lasted a reasonable time. That breaches 2 of the rights listed.
To be honest though, the list of parts required does seem ludicrously high, so I’m wondering if JL are suspicious of that. But if water has leaked onto the motor (which is what I assume you meant, as a motor can’t leak) and it’s all shorted out causing a lot of damage it would be a big job.
The other thing I don’t understand is how an insurance or guarantee can decide something is too expensive and refuse to repair or otherwise comensate.
Hi Andy,
Thank you so much for your reply – John Lewis have now offered £125.00 compensation (after a lot of negotiating/calls to them). Although this is better than nothing, I still feel very out of pocket as the machine we have has actually gone up in price by £90.00 – therefore to replace will cost another £324.00 including compensation (Saving £35.00) on a new machine)
Re the insurance – this was misleading, we were under the impression that it was repair or replace when we took it out via phone call. However, when reading the paperwork sent via email it does state that if the machine needs to be replaced on a first breakdown they would cancel the insurance and reimberse any payments (we didn’t check this until after the event).
1 reply Hi, we've just had an £800 dishwasher break down with multiple faults (leaking, not heating water, not draining etc...) after 4.5 years of standard use in a 4 person family. Would it be reasonable to approach the retailer for a claim on the product?
Hi, we’ve just had an £800 dishwasher break down with multiple faults (leaking, not heating water, not draining etc…) after 4.5 years of standard use in a 4 person family. Would it be reasonable to approach the retailer for a claim on the product?
Hello Daniel. This a difficult one. The consumer rights act 2015 does not at any point say that a product should never break down. When it refers to the six years that we have to claim for any breaches (five in Scotland), it doesn’t mean that we have a six year guarantee. So it is perfectly acceptable and normal for certain appliances that work very hard, and very physically – and potentially every single day – to break down. So something like this would depend on whether it can be seen as unreasonable to have broken down.
Normally after 4 1/2 years I would say this is not highly unusual, or unacceptable on a dishwasher (or a washing machine etc.). What may make a difference though, is if the faults that have occurred are extremely serious, and particuarly if they render the appliance beyond economical repair.
So if faults have occurred that make the appliance scrap because it’s not worth repairing, then you have a case that you paid over £800 for an appliance that has only lasted 4 1/2 years. So, unless it had been used in a commercial environment, you could argue that this is in no way a reasonable amount of time for an appliance that costs so much money.
You should easily expect 10 years from a decent quality dishwasher, even a relatively cheap one can last that long. In this scenario, you would be claiming that the appliance has only lasted half as long as expected. So if this claim was accepted then you would be entitled to half of the money back because you have already enjoyed half of the life.
If the fault turned out to be relatively routine, then it might be difficult to claim that is totally unreasonable. Unfortunately, there are no real guidelines or charts to follow at all. The consumer rights act only talks about subjective phrases like “reasonable time”, which are often easy to challenge.
So at the end of the day, I would say that it all depends on exactly what has gone wrong, and how much it is going to cost to put right.
1 reply Hi, I bought a new build property in October 2020 and the fridge freezer stopped working February 2023. The warranty was expired and we were advised to take out the repair and care with domestic and general. They came out a number of times and attempted to fix it once, that failed. They've stated its unsafe and not repairable. I can't believe a fridge freezer of 2 years is not working and can't be fixed! It's cost is around £750/800. I've been back and to between the newbuild company and the manufacturer and I'm getting nowhere. When we moved into the property we git given the manuals and it stated we had 1 year warranty. We started havingbissues with the fridge freezer making loud cracking noises (apparently it's been common when I've queried with others) and I raised this with Redrow August 2022 as it's integrated and I was concerned there was a fitting issue. They didn't send anyone out and inhad to chase them and months went by. I've just found out that it actually had a 2 year warranty that they hadn't informed us and if they had communicated this to us or dealt with our raised issue in time, then it would have been in warranty and I could have dealt with the manufacturer. Is there anything I can do? Honestly I want a replacement.
Hi, I bought a new build property in October 2020 and the fridge freezer stopped working February 2023. The warranty was expired and we were advised to take out the repair and care with domestic and general. They came out a number of times and attempted to fix it once, that failed. They’ve stated its unsafe and not repairable.
I can’t believe a fridge freezer of 2 years is not working and can’t be fixed! It’s cost is around £750/800.
I’ve been back and to between the newbuild company and the manufacturer and I’m getting nowhere. When we moved into the property we git given the manuals and it stated we had 1 year warranty. We started havingbissues with the fridge freezer making loud cracking noises (apparently it’s been common when I’ve queried with others) and I raised this with Redrow August 2022 as it’s integrated and I was concerned there was a fitting issue. They didn’t send anyone out and inhad to chase them and months went by. I’ve just found out that it actually had a 2 year warranty that they hadn’t informed us and if they had communicated this to us or dealt with our raised issue in time, then it would have been in warranty and I could have dealt with the manufacturer.
Is there anything I can do? Honestly I want a replacement.
Hello Jennie. Forget the manufacturer, if they have refused to help (which I’m sure you won’t forget when deciding which brand to purchase in the future) this is because they have no obligation in consumer law other than to honour the guarantee that came with the appliance.
You are right when you say that it is totally acceptable for a white goods appliance costing £800 to only last two years. It has clearly not lasted anywhere near a reasonable time. However, the only people responsible in UK consumer law, are the people that you bought it from. This is usually a retailer. However, if you bought a new house, and the appliances came with the house, then you bought the appliances from whomever you bought the house from. So they are the retailer, and they are responsible for your rights under the consumer rights act 2015.
Over the years, I have seen many cases where people have had problems with builders when appliances that came with the house breached the consumer rights act 2015. It seems that either the builders genuinely do not think they have any obligations, or they just don’t want to comply.
Read up on the consumer rights act here appliance out of guarantee doesn’t necessarily mean you have to pay and Consumer rights act 2015 for appliances
You may need to get official consumer assistance from somewhere like Which? or citizens advice.
1 reply Hi I brought a ilve cooker from John Lewis in 2020 it came with 2years warranty however since I knew warranty would be expired I had taken out insurance. The cooker fan plate inside had broken due to rust and erosion inside cooker according to insurance and they say it's the manufacturer poor workmanship. I paid slot if money for this cooker over £3000 and can not believe it has this issue. Please can you advise me as I feel I have been sold a bad product.
Hi I brought a ilve cooker from John Lewis in 2020 it came with 2years warranty however since I knew warranty would be expired I had taken out insurance.
The cooker fan plate inside had broken due to rust and erosion inside cooker according to insurance and they say it’s the manufacturer poor workmanship.
I paid slot if money for this cooker over £3000 and can not believe it has this issue.
Please can you advise me as I feel I have been sold a bad product.
Hi. £3000 for a cooker is ludicrously expensive. For that price I would expect 20 to 30 years use with no breakdowns at all. I think you would have a strong claim that the cooker is not of sufficient quality for the cost, but only against the retailer, and as long as it has been used for normal domestic use only and has not been mistreated.
However if you have had the cooker repaired under the insurance I would expect the retailer to refuse to do anything. To be fair, there isn’t anything they could do as the cooker is now working okay. Your point that it shouldn’t have gone wrong is perfectly valid but if you’ve had it repaired it’s a very unusual situation.
On the other hand, if by any chance the insurance company has refused to repair it, then you would need to claim against the retailer.
3 replies I have just had my washer dryer repaired, yesterday, and today it caught fire. I have contacted the manufacturer and logged an incident. How much and what kind of compensation can I expect as I have had a relapse of a mental health disability as a result of the extreme stress caused. The complaint is lodged as poor workmanship by the repair engineer as the same error code came up, when the machine caught fire, as the one when it first broke down.
I have just had my washer dryer repaired, yesterday, and today it caught fire. I have contacted the manufacturer and logged an incident.
How much and what kind of compensation can I expect as I have had a relapse of a mental health disability as a result of the extreme stress caused. The complaint is lodged as poor workmanship by the repair engineer as the same error code came up, when the machine caught fire, as the one when it first broke down.
Likely replying to Vasantha Narayanswami
Hi Vasantha. I’ve not come across anyone who wanted to claim compensation for anything more than reclaiming the actual costs of any damage and a new appliance. If you wanted to pursue “proper” compensation as in a financial settlement for stress and anxiety caused etc you would most likely need to sue them. I expect you’d be able to do it in the small claims court but you would probably need to get proper legal advice.
Likely replying to Andy Trigg (Whitegoodshelp)
Hi Andy
I hope you can give me some guidance. I purchased a Blomsberg Washer/Dryer 21 October 2021 with a 3 year warranty. Unfortunately it sprung a leak 2 weeks ago and I arranged for an independent engineer to fix it. Unfortunatley it was not worth repairing – the bracket or whatever it is called supporting the drum had a crack. I contacted the retailer and told him I was thinking of making a claim, but he more or less advised me not to waste my time as it would get nowhere. I did contact Blomsberg and told them I was not prepared to pay another call out fee and told him it wasn’t fit for purpose. He referred me to the complaints department, but of course there was no reply. My husband and I are retired so the washing is minimal, apart from when the family visit during holiday periods. Also I have not lived at the premises for the past 12 months and for another of those years I was on my own at the property, so again it has hardly been used. Over the 4 period it has only been used for less than 2.5 years (if considering regular use). The machine cost £501 and I feel this was not fit for purpose. The machine has not been abused, nor has it made rocking noises when in use, so I feel the materials used were not substantial. The retailer told me that Blomsberg are now making the machines with a different material, so it is obvious that the materials were sub-standard in the first instance. I would really appreciate your comments.
Hello Judith. Unfortunately, as it is out of guarantee, the manufacturer is very unlikely to be interested in helping. Other than honouring any guarantees that they give, a manufacturer has no other legal or consumer responsibility. Even if it was the worst appliance ever made and totally unfit for purpose. In such a case, the government has made only the retailer who sold it to you responsible.
So, your only redress is with whoever you bought it from. Unfortunately they will be unwilling to help too – they always are. But under the consumer rights act 2015 they are legally required to compensate customers if it is established that something they sold broke any of the specifications in the consumer rights act.
However, there is no way they will accept what an engineer not related to them or at least the manufacturer says. They are likely to require that one of their own engineers (or if they don’t have engineers – the manufacturer’s engineer) has a look at it.
A common issue with modern washing machines is cracks appearing in the main outer drum because most of them are made of plastic. However, these cracks are almost always caused by coins or other metal objects left in pockets. They would need to establish if the part with the crack has been damaged by something or if it is as a result of some manufacturing issue. They will of course want to charge for sending an engineer and only likely to not charge (or refund) if they find it wasn’t caused by user misuse or accident.
These facts leave people in very difficult positions, and most decide it isn’t worth the trouble. I would say that if the independent engineer definitely said it was a manufacturing fault, or a result of poor quality design or materials then you may have a case if he is correct. But no retailer is just going to pay out compensation because a customer tells them an engineer has said x.
If you were to be able to show that the washing machine has broken one of the terms of the sale of goods act 2015 the retailer is entitled to knock off money for any time the appliance has worked ok. So for example if they agreed it should have lasted 10 years, they can say if you’ve had it 5 (for example) then you are entitled to 50% of money back. Sadly, though, these days it seems accepted that the average life of a washing machine is only about 7 years.
The sale of goods act appears to give us great protection. But in reality, very few people get their rights because the retailers are totally unhelpful and resentful that the onus is put on them. After the first 6 months, consumers have to prove the fault is with the manufacture, which in the absence of any free independent accessors, means they have to pay a lot of money for someone to see the machine, with no guarantee they will find in their favour.
In summary it sounds like you have a reasonable claim it hasn’t lasted a reasonable time – especially due to the relatively little use it has had. The big problem is you have to prove it to the manufacturer’s engineer (who isn’t even independent) at great expense.
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1 reply Hello, I bought a Beko washing machine in Nov 2018 for £279 from Currys. Earlier this month it developed a knocking noise and the drum became loose. On removing the machine from under the counter half of a concrete block fell out of it underneath. It appeared that two bolts had sheared off and the metal reinforcing in the block had snapped. I have complained to Beko as only just over two and a half years old but as outside the two year warranty they are not interested. I raised the query with them as an official complaint as I felt that the machine wasn't of merchantable quality for this to happen. I'd be interested to know your thoughts. Many thanks Ian
Hello, I bought a Beko washing machine in Nov 2018 for £279 from Currys. Earlier this month it developed a knocking noise and the drum became loose. On removing the machine from under the counter half of a concrete block fell out of it underneath. It appeared that two bolts had sheared off and the metal reinforcing in the block had snapped. I have complained to Beko as only just over two and a half years old but as outside the two year warranty they are not interested. I raised the query with them as an official complaint as I felt that the machine wasn’t of merchantable quality for this to happen. I’d be interested to know your thoughts.
Many thanks
Ian
Likely replying to Ian Duncombe
Hello Ian. If you had asked me this question 20 years ago I would have given you a completely different answer. Back then I was constantly enraged at how washing machines and other white goods appliances were nowhere near as well-made as in the past and didn’t last anywhere near as long. I started repairing them in 1976 and back then, right up until possibly the 1990s washing machines lasted at least 10 years, and commonly 15 to 20 years, with a small percentage lasting even longer. But over the last 20 years, especially as washing machine prices are in real terms just cheaper than ever I’ve come to accept that those days are gone for ever and we have had to trade substantially cheaper prices for substantially less longevity and repairability. No one asked us if that’s what we want but people to be fair voted with their wallets by constantly buying the cheaper appliances.
On the face of it I would agree that your washing machine has not lasted a reasonable time and that you most probably have a reasonable complaint. However, complaining to the manufacturer, though usually worth a try, is often fruitless. It doesn’t matter how rubbish a washing machine is the only responsibility the manufacturer has is for safety issues and to honour the guarantee that they gave with the appliance. So although it is in their interest to keep customers satisfied they have no responsibility whatsoever once it has passed their guarantee (apart from any safety notices and issues).
Your complaint is that the appliance is not of satisfactory quality and has not lasted anywhere near as long as expected. The only place you can complain to about this is the retailer. However, I can guarantee what they will say. They will say exactly the same as the manufacturer did. They will say that it is out of guarantee and there’s nothing they can do. They will probably advise you to complain to the manufacturer.
But the consumer rights act 2015 states in law that the retailer is responsible. It’s just that to my knowledge none of them will accept any responsibility (unless forced to) once it is out of the manufacturer’s guarantee – especially if it is a fair distance past. But the 2015 consumer rights act states that we have up to 6 years to claim compensation (five in Scotland).
As far as I’m aware the official expected lifespan of a washing machine is around seven years these days. But at the same time the average washing machine usage is supposed to be something ridiculous like 3 or 4 times a week. My personal opinion (and experience) is that most of the ordinary – and especially budget – washing machines are only designed to last 2 to 4 years if washing for a large family. And probably about seven or eight years if washing for just 1 or 2 people. They really are not designed to last very long any more and this is why they are so cheap.
If you were successful in your complaint you should be entitled to either a free repair, or a refund of the equivalent percentage of how long it has lasted. So for example if something was expected to last 10 years and it lasted 5 you should be to claim 50% refund because you have already benefited from 50% of its life.
Having said that, the cost of the appliance, and how it has been used need to be taken into consideration. In this regard the more expensive an appliance is the more likely a claim would succeed. If this was a Miele washing machine for example, that cost £1200, you would likely have a cast-iron case. But at £279, which in all truth is really cheap these days you need to look at how much it has cost per year and what kind of real value that represents. Again to give an example if you paid £300 for a washing machine and it lasted six years that’s just £50 a year, which to many people might be excellent value for money.
The only thing I can suggest is reading a few more of my articles that are highly relevant, which I will link to below. This will give you a much better idea. Ultimately, and this is what retailers cynically rely on, we all have to decide how hard to fight and how much time-loss and stress we are prepared to endure in order to get our rights. My personal experience, from having very powerful and strong cases against companies is that by default they all try to fob us off. Most even train their frontline staff with erroneous information about customers rights. So when the first person we contact tells us there’s nothing they can do the chances are that’s what they genuinely believe, because that’s what they were told to say. This is why in the past we often got a far better result once we demanded to speak to a manager. Sadly these days it’s likely that even the managers will still try to fob us off.
If we believe we have a good case obviously we need to contact the retailer’s first, but if they deny any responsibility we have to either keep insisting and fighting with them, elevating if possible up to a manager, or we have to get the help of a consumer rights organisation such as Citizens Advice or Which?.
So my advice is not particularly encouraging, but it is precisely the way I see it from all of my experience. Please see my related articles for an even broader picture and please let us know if you get any result –
1 reply Hi can i have some advice please, and to the extent of what i can claim from Argos, as i am writing this i have a Bush undercounter single oven cooker sat in my Kitchen doing nothing, i am in the process of renovating my whole house and am on the kitchen now we didn't buy the kitchen from brand new we bought it of friends we know it's like new we paid them £600 for the kitchen we had this cooker fitted and by the instructions it said to leave the cooker on for 30 mins on full for first use so i set the timer on the front and when it was finished i switched it off as the kitchen still needed odd jobs before the worktop was fitted i went to the one of the cupboards for some screws that i had put in there and noticed that there was a problem with the door after further examination of the door and the drawers both sides of this cooker i found that the coating on these doors had been melted back from the wood underneath i was shocked and contacted Argos who sent an Engineer in around 4 days which i was quite pleased with he tested the cooker and found that it had a fault the fan that cools the oven when it reaches temperature didn't come on the temperature thermostat was broken this cooker was brand new out the box and a couple of days old i was so angry then Engineer asked if i wanted it repaired and i said no it may have further problems in the future, so, Argos contacted me to try sort this situation out they offered me a replacement cooker but not the same model although they're still selling this same model he then offered me a refund and also £200 for the damage i said no you can take the cooker back but £200 will not be enough if i can't get the same colour doors to replace them and don't want odd looking doors we have just had this kitchen fitted so then he indicated that it may not be limited to £200 we don't care about the money we just want it put right he said that he emailed me about it all but when i checked there was no email nothing i checked all my emails and Junk folders nothing so that was a lie, i spoke to him Friday 28-05-21 he said he would ring me Tuesday to discuss it further but hasn't, can i claim for all new doors off Argos as this was there faulty goods i have done nothing wrong since Friday i have been to town to try match the doors up all over the internet and even tried to contact the company who built the new houses that this kitchen was fitted into but can't track down where these doors come form i still very angry at what has happened and they expect me to stop what i am doing to sort out their mistake any advice would be very much appreciated
Hi can i have some advice please, and to the extent of what i can claim from Argos, as i am writing this i have a Bush undercounter single oven cooker sat in my Kitchen doing nothing, i am in the process of renovating my whole house and am on the kitchen now we didn’t buy the kitchen from brand new we bought it of friends we know it’s like new we paid them £600 for the kitchen we had this cooker fitted and by the instructions it said to leave the cooker on for 30 mins on full for first use so i set the timer on the front and when it was finished i switched it off as the kitchen still needed odd jobs before the worktop was fitted i went to the one of the cupboards for some screws that i had put in there and noticed that there was a problem with the door after further examination of the door and the drawers both sides of this cooker i found that the coating on these doors had been melted back from the wood underneath i was shocked and contacted Argos who sent an Engineer in around 4 days which i was quite pleased with he tested the cooker and found that it had a fault the fan that cools the oven when it reaches temperature didn’t come on the temperature thermostat was broken this cooker was brand new out the box and a couple of days old i was so angry then Engineer asked if i wanted it repaired and i said no it may have further problems in the future, so, Argos contacted me to try sort this situation out they offered me a replacement cooker but not the same model although they’re still selling this same model he then offered me a refund and also £200 for the damage i said no you can take the cooker back but £200 will not be enough if i can’t get the same colour doors to replace them and don’t want odd looking doors we have just had this kitchen fitted so then he indicated that it may not be limited to £200 we don’t care about the money we just want it put right he said that he emailed me about it all but when i checked there was no email nothing i checked all my emails and Junk folders nothing so that was a lie, i spoke to him Friday 28-05-21 he said he would ring me Tuesday to discuss it further but hasn’t, can i claim for all new doors off Argos as this was there faulty goods i have done nothing wrong since Friday i have been to town to try match the doors up all over the internet and even tried to contact the company who built the new houses that this kitchen was fitted into but can’t track down where these doors come form i still very angry at what has happened and they expect me to stop what i am doing to sort out their mistake any advice would be very much appreciated
Likely replying to tony whelan
Hello Tony. Under the consumer rights act 2015 it is the retailer that is ultimately responsible. So if you have a valid claim and the manufacturer is refusing to compensate properly you will have to go to the retailer, who are obliged by the consumer law to compensate you because they sold you a product that damaged your kitchen.
You have a right to expect compensation for any expense or damage caused by a faulty appliance. This is known in legal terms as consequential damage. If they are replacing a faulty appliance they need to replace it with an equivalent or better. However, consumers also have an obligation to mitigate expenses. In other words we can’t just casually spend a lot of money and expect the retailer or manufacturer to pay. So they are only responsible to pay the minimum required to fix the problem. If it turns out that you cannot replace just the doors then that’s fair enough. If you show them evidence that exact and suitable replacement doors are not possible then you should be able to get them to pay the full amount. .
1 reply I bought a Bush cooker from argos just under 2 years ago 3 weeks after I got it argos fitted it the oven door lock feel out then 4 months later the heating element on the oven broke now its happened again but they are saying because I only had a 1 year warranty they won't fix it for free again I need to pay £89 just for call out I am on benefits single mum with a 3 year old how can I get help
I bought a Bush cooker from argos just under 2 years ago 3 weeks after I got it argos fitted it the oven door lock feel out then 4 months later the heating element on the oven broke now its happened again but they are saying because I only had a 1 year warranty they won’t fix it for free again I need to pay £89 just for call out I am on benefits single mum with a 3 year old how can I get help
Likely replying to Deborah Mathie
Hello Deborah. The only redress you have is with the retailer that you bought it from. As far as I know Bush don’t actually make cookers. They are a brown goods manufacturer that used to make record players and radios etc. For some time now it’s been possible for any company to get white goods appliances manufactured by white goods manufacturer who will put their name on it instead of the original manufacturers. A lot of manufacturers have started to do this so you can buy washing machines for example from people like Russell Hobbs and Swan who famously made kettles. These products are called “badged” appliances because the real manufacturer simply puts someone else’s badge (logo) on it. They are also more commonly known these days as own label brands.
Personally I totally dislike this practice although it is totally legal. It’s just that most people don’t have a clue that the manufacturer whose name is on the appliance does not make them, and does not know much about them, and is not usually too helpful when things go wrong. For an in-depth explanation of this practice read this article own label appliance brands -a full explanation
I would expect the Bush cooker to be a budget cooker and therefore expectations need to be reduced accordingly, but even so if the same element has broken twice in two years I would say that it is not of sufficient quality. Even a budget appliance should not be expected to have broken down three times in such a short period of time unless by any chance it is being used for a very large family or in shared accommodation.
Unfortunately you will find that Bush will most likely be totally uninterested in helping you now that it is out of its guarantee. They have no legal obligation. The only redress you have is with the retailer and you’ll have to argue that three breakdowns in two years with one of them being identical breakdown is just not acceptable so you are entitled to a free repair. You should definitely try this but in my experience virtually all retailers will just refuse to help. They only get in touch with the manufacturer or the company doing the repairs, and when they tell them that they won’t do it for free (because they don’t have to) they decide that they don’t want to pay out for the repair. However, in this case my understanding is that Argos may actually own Bush or at least have an exclusive relationship with them.
Although we do have a lot of great consumer rights in theory, in practice very few of us actually get them because unless you are extremely persistent and cause a lot of trouble, or get assistance from a consumer group to argue your case for you – or take them to the Small Claims Court they have all learnt that 99% of customers just give up. That saves them a lot of money. They don’t seem to care that it loses them a lot of customers though.
You should find that this article has more information how to get a faulty washing machine exchanged . It is written about washing machines but of course as applicable to any white goods.
0 replies Excellent information regarding sale of goods act. Retailers are aware of it, but still refute it's existence applies to them
Excellent information regarding sale of goods act. Retailers are aware of it, but still refute it’s existence applies to them
Hi.
I’d be so grateful for your advice.
I bought a Beko washing machine in late Sept 2024. The flat downstairs was vacant at the time, but has since been bought and started to be refurbished. In late May, the builders downstairs reported a leak coming from my flat. It took three plumber call outs, and ripping down the ceiling in the flat downstairs to eventually identify it was coming from the 7-8 month old washing machine. It took this long to establish as it’s a very unlikely leak – the water isn’t leaking from an inlet or outlet, but only during certain cycles when water pours out from between the metal panels at the back of the machine. Even Beko’s own engineer was adamant the washing machine wasn’t the source of the leak. It was only showing him a video which shows the water pouring out and pooling on the floor, for him to open up the washing machine and discover a faulty part.
It’s clear the problem was on manufacture, but took quite a while for us to identify – in part because the flat downstairs was empty during the first few months of ownership.
Beko so far are being pretty non commital – they’ve suggested they will not pay the £250 plumber fees I’ve paid to investigate the source of the leak (3 call outs). Nor any compensation for 2.5 weeks it took Beko to come out to first look at the machine, and then get the part and fix it. I’ve sent them photos of the damage to the flat below’s ceiling but so far they’ve not acknowledged receipt of them.
They’ve asked if I have notified the building insurance – I’ve said I haven’t and don’t want to as I don’t want to push my premium up due to a faulty Beko product.
Please can you advise how much I can expect from them, and what to push for?
Thank you very much.
Hi. My understanding is that it is the retailer that you need to claim from under the 2015 consumer rights act. More details here Who is responsible for faulty appliances?. It is typical of companies to suggest claiming on insurances but as you say, that can end up costing you money so it isn’t fair. The damage caused by a faulty appliance is legally referred to as, “consequential damage”.
so helpful. thank you very much indeed for taking the time to reply – it’s extremely appreciated