Who is responsible for faulty appliances?
Under the Consumer Rights Act 2015, the retailer – not the manufacturer – is legally responsible for a faulty appliance. Your contract is with whoever sold you the appliance. Any action you take should be directed at the retailer first, even if the fault is clearly a manufacturing defect.
When an appliance develops a fault, it is natural to think the manufacturer should be held responsible. After all, they made it. But UK consumer law works differently – and knowing who to contact first can make a significant difference to how quickly and successfully you resolve the problem.
Is the Manufacturer or Retailer Responsible for a Faulty Appliance?
The manufacturer is responsible for the quality of the appliances it produces. But under the Consumer Rights Act 2015, legal responsibility to you as a consumer sits with whoever sold you the appliance – the retailer.
Unless a manufacturer sells directly to consumers, they have no direct legal obligation to you beyond honouring the guarantee that came with the product. Your contract of sale is with the retailer, and that is where your statutory rights apply.
Legally responsible to you under the Consumer Rights Act 2015. This is who you should contact first when things go wrong.
Responsible for the quality of what they make, but has no direct legal obligation to you unless they sold the appliance to you directly.
Why Can’t I Complain Directly to the Manufacturer?
You can contact the manufacturer – and in many cases it is worth trying – but you cannot enforce your statutory rights against them unless they were the seller. Consumer law is built around the chain of sale.
Here is how that chain works in practice:
- You bought the appliance from the retailer, so your claim sits with them.
- The retailer bought the appliance from a wholesaler or the manufacturer – they can pursue that relationship separately.
- The manufacturer in turn can look to their component suppliers if a specific part was at fault.
Is It Sometimes Easier to Deal With the Manufacturer?
Often, yes. Manufacturers have engineers who understand exactly what has gone wrong. They also have a strong interest in keeping customers happy – even if they did not receive the sale price directly, they know you are ultimately their customer.
Many manufacturers will offer free or reduced-cost repairs, or a replacement machine, as a goodwill gesture. This can be quicker and less confrontational than pursuing the retailer. If a manufacturer deals with you promptly and to your satisfaction, there is no reason not to accept that outcome.
Anything a manufacturer offers – free repairs, replacements, goodwill gestures – is voluntary. It does not affect your statutory rights against the retailer. If the manufacturer’s offer does not resolve the issue, you can still turn to the retailer and enforce your legal rights.
What If the Retailer Tells Me to Deal With the Manufacturer?
Some retailers will tell you to contact the manufacturer directly, particularly once the manufacturer’s guarantee has expired. This is not correct. The retailer holds the legal obligation under the Consumer Rights Act 2015 and cannot redirect you away from that responsibility.
It is, however, reasonable for a retailer to ask that a manufacturer’s engineer – or their own engineer – inspects the appliance first to establish the nature of the fault before agreeing a remedy.
How Much Does It Matter Where You Bought the Appliance?
Significantly. Large national retailers operating on tight margins and high volumes can be difficult to deal with. They often keep front-line staff deliberately uninformed about the full extent of consumer rights, meaning the person you speak to may genuinely believe there is nothing they can do once a guarantee has expired. That belief is incorrect, but it can make the process frustrating.
Smaller independent retailers may have fewer resources to handle disputes, but can sometimes be more willing to resolve issues directly without a lengthy process.
Why Do So Many People Give Up on Their Consumer Rights?
Large retailers are well aware that the majority of consumers will not pursue a claim even when they have a strong case. The time, effort, and stress involved in challenging a large company is enough to deter most people – and retailers factor this into how they respond to complaints.
The result is that retailers can continue to sell lower-quality appliances profitably, because the number of customers who successfully claim compensation is small relative to the number who simply give up and buy a replacement.
If more consumers were familiar with – and insisted on – their full rights under the Consumer Rights Act 2015, it would significantly change the way major retailers operate. As it stands, the public largely subsidise the sale of poorly made products by not challenging them.
Are You Entitled to a Free Repair Once the Guarantee Has Expired?
Not automatically – but you are not necessarily restricted to the guarantee period either. Your entitlement depends on the specific circumstances: how much you paid, how long you have had the appliance, how you have used it, and what has actually gone wrong.
The Consumer Rights Act 2015 does not set a fixed time limit. It requires that goods are of satisfactory quality and last a reasonable time. What is “reasonable” will vary depending on the type of appliance and its cost.
Consumers who paid for an appliance using a credit card may have additional protection under Section 75 of the Consumer Credit Act if the item cost between £100 and £30,000. See our guide on credit card protection for faulty appliances for more detail.
Whether you need a repair booked or want to find genuine spare parts, Whitegoods Help can point you in the right direction.
Related Guides
Faulty Appliances and the Consumer Rights Act
How the Consumer Rights Act 2015 protects you, and how long you have to make a claim for a faulty appliance.
Out of Guarantee? You May Still Be Covered
Being outside the manufacturer’s guarantee period does not always mean you have no rights. Find out more.
How to Get a Faulty Appliance Exchanged
A step-by-step guide to getting a faulty appliance replaced or refunded under the Consumer Rights Act 2015.
Is the Consumer Rights Act Too Hard on Retailers?
Why retailers resist consumer claims – and why it is usually so difficult to get them to admit a fault.
Frequently Asked Questions
Who is legally responsible for a faulty appliance – the manufacturer or the retailer?
The retailer is legally responsible under the Consumer Rights Act 2015. Your contract of sale is with the retailer, and it is they who must deal with your complaint. The manufacturer has no direct legal obligation to you unless they sold the appliance to you directly.
Can I contact the manufacturer instead of the retailer?
Yes, and it is often worth trying. Many manufacturers will offer repairs or replacements as a goodwill gesture, and they often have engineers available quickly. However, anything the manufacturer offers is voluntary. If it does not resolve the issue, your statutory rights against the retailer remain intact.
What if the retailer tells me to contact the manufacturer?
The retailer cannot legally direct you to the manufacturer to resolve a fault. They hold the legal obligation under the Consumer Rights Act 2015. It is reasonable for them to request an inspection first, but the responsibility to resolve the issue remains theirs.
Am I entitled to a free repair once the guarantee has expired?
Not automatically – but you are not always restricted to the guarantee period. The Consumer Rights Act 2015 requires that goods last a reasonable time. Whether you have a claim depends on the cost of the appliance, how long you have had it, and the nature of the fault.
Does it matter where I bought the appliance?
Yes. Large national retailers can be more difficult to deal with and may have front-line staff who are unaware of the full extent of consumer rights. The law is the same regardless of who you bought from, but enforcing it can be more or less straightforward depending on the retailer.
What can I do if the retailer refuses to help?
Start by making a formal written complaint citing the Consumer Rights Act 2015. If that fails, seek advice from Citizens Advice. You may also be able to pursue a claim through the small claims court, or through your credit card provider if the purchase was made on credit.
Hi, I have a 2 year 4 month fridge master American fridge freezer. And bought through marks electricals online. All of a sudden neither my freezer and fridge works. The digital temperature gage gives no warnings and states the temperatures are what they should be, both fridge and freezer and blowing air, but it’s warm and everything now off. The compressor is hot to touch but the grid is cold throughout with no warmth at all. I have spoke to a technician who said it’s clearly has a gas leak and sounds irreparable and recommended that I check my consumer rights as I explained there is no warranty. I have looked through your advice and would like further advise on how to make a complaint. I have contacted the supplier who said I am wrong to even try ask them to speak with the manufacturer. I explained how this fault can not be wear and tear and clearly poor quality and supplier should, under the consumer rights act support my complaint. They have told me they will contact manufacturer as a gesture of goodwill but after a few days are now saying each time I ring that they don’t know about my original call and someone will call back. Can I push this complaint another way, and will trading standards be useful? I feel like I am going round circles.
Hi Rachel. The manufacturer has no obligation if the guarantee has expired, so they are unlikely to help. If an expensive appliance has failed and cannot be repaired after just 2 and a half years, the retailer is responsible under the Consumer rights act 2015. You should be entitled to a refund proportionate to how long it’s lasted, as explained in my following articles –
Appliance out of guarantee and unrepairable
Appliance out of guarantee doesn’t always mean you should pay for repair
I recently had a major carbon monoxide leak and it was found by a gas engineer to be my Kenwood Gas cooker .
The cooker is under a year old and within warranty.
Who can report this dangerous cooker to does anyone know .
I will be getting a replacement but I feel people need to know is this right .
Or should I just get replacement and move on .
It seriously endangered my family and I and being such a new machine I did not think it could be the cooker-but it was.
Hello Natalie. It’s hard to comment without knowing more details. For example, what did the engineer say had caused this carbon monoxide?
There was at least one incident several years ago that killed 6 people :( However, the manufacturers said that the gas cooker had been operated with the grill on—but with the grill door closed. That was apparently explicitly warned against in the instruction manual. (Carbon monoxide warning – gas cooker)
I don’t know what happened in that case, but as I pointed out in the article about it, if people could die from carbon monoxide poisoning if the grill door closes while the grill is on – how the hell is that even possible?
Surely any gas cooker, that can cause fatal carbon monoxide poisoning if the grill door is closed, should have a safety cut-out designed into it? They have cut-outs on the glass lids for many years. I’ve seen many a gas cooker and hob with a glass lid, and if you close the glass lid while any of the gas hobs are lit, then the gas is instantly cut off. So the same should apply with a grill door.
Please let me know exactly what caused your carbon monoxide leak.
Hello Natalie. Since replying to you, I’ve had another person report a similar thing, and they said that their engineer told them that the carbon monoxide was definitely caused by an actual fault on the appliance. I’d previously only ever heard of carbon monoxide being caused by blockages in the flue, or by misuse, etc.
So if your carbon monoxide incident is definitely caused by a fault on the gas cooker, then I believe that under the consumer rights act 2015 it is the retailer that is responsible because it has developed a serious fault.
Hello Robin. Yes I have highlighted in some of my articles that I think Miele have fallen in quality over the years (are there any downsides to Miele ) but I know for a fact that they are still of significant superior quality to the vast majority of the washing machines. But sadly I have witnessed myself that many Miele parts are now almost indistinguishable from a common washing machine. Parts like water valves, pump, drive belts etc. look and feel virtually the same as other brands. At one time this would have been inconceivable to Miele. But of course they are affected exactly the same as all other manufacturers in the sense of trying to keep prices down when everything is going up, so presumably they have had to make compromises.
However, if you look at the quality of their drum, and drum bearings (the latter of which are considerably larger in size than any other I know). And look at the quality of their drum spider, the drum weight, which is made of cast-iron (instead of concrete) and the quality of the doors, and the main cabinet and paintwork they remain vastly superior. But I do wonder how long Miele can keep going without further drastic change because I agree they are losing their reputation.
Sadly I have witnessed quite a few cases where a Miele appliance has has not lasted anywhere near 20 years because the cost of repairs was ridiculously high. But currently I still have faith that if you want to buy the best washing machine that is made – you cannot beat Miele regardless of how relatively poor they are these day compared to the good old days. But I agree that you can no longer guarantee that one of their appliances will last for 20 years. In fact they themselves state (although not very visibly) that the 20 years is not literally 20 years any more. It is 20 years worth of washing which some people may exceed and use up several years earlier. However, when I did my calculations I worked out that the majority people should meet the criteria and only people who use the washing machine quite excessively are likely to be affected. It is definitely possible to buy a Miele and regret it because it didn’t last anywhere near as long as you thought but I’m pretty sure that the average person gets way more life out of one than they would out of an ordinary washing machine. I myself have Miele washing machine that is now about 15 years old. It still sounds like a new washing machine and has never broken down once. :-)
Regarding Trustpilot I have read an article recently where it attempts to explain why some companies seem to get a lot of bad reviews when they have otherwise quite a good reputation. One explanation is that if a company has joined Trustpiolot then their customers get prompted to write reviews all of the time. If they have not joined them they don’t so people are more likely to make the effort only if they are dissatisfied in some way. Another issue is that people have very high expectations of certain brands and when something does go wrong, because of the high expectations and the higher price they pay they tend to be a lot more angry or likely to give bad reviews. On the other hand if they have paid a premium price and received a premium product they tend to have just got what they expected anyway and are less likely to write a good review. But at the same time I am quite willing to accept that Miele are in no way the same exemplary standard that they used to be perhaps 20 years or more ago.