Understanding Your Rights When Faulty Goods Are Supplied with a Service
Understanding Your Rights When Faulty Goods Are Supplied with a Service
When you pay for a service in the UK – such as having a kitchen fitted, a car repaired, or a boiler installed – it’s common for goods or parts to be provided as part of the overall job. If these goods turn out to be faulty, you have specific rights under UK consumer law that protect you.
Your Rights Under UK Law
The Consumer Rights Act 2015 sets out clear rules about what you can expect when goods are supplied with a service. Any goods provided as part of a service must be:
Of satisfactory quality: Free from defects, safe to use, and durable.
Fit for purpose: Suitable for the use you discussed with the service provider.
As described: Matching any description or sample you were shown.
If the goods supplied fail to meet these criteria, you are entitled to take action.
What Counts as Faulty Goods?
Faulty goods are items that do not work as they should, are damaged, or are not as described at the time of purchase. In the context of a service, examples might include:
A new tap supplied and fitted by a plumber that leaks.
A replacement part in a car repair that fails soon after installation.
Kitchen units installed as part of a refit that arrive scratched or warped.
It’s important to note that not all problems are due to faulty goods – sometimes the issue may be with the quality of the service itself. Understanding whether your complaint is about the goods, the service, or both will help you follow the right process. If you’re unsure, you can read more in our consumer service complaints procedure.
How Your Rights Protect You
If you discover that goods supplied with a service are faulty, the law gives you the right to ask for a repair, replacement, or refund. The remedy you’re entitled to can depend on how soon the fault is discovered and the nature of the problem. For more details on these options and the process to follow, visit repair, replacement, refund.
Generally, you can expect:
A full refund if you act quickly, usually within 30 days of the goods being supplied.
A repair or replacement if you report the fault after 30 days but within six months.
A partial refund or repair if the goods can’t be fixed or replaced, or if a fault appears after six months (but within six years in England, Wales, and Northern Ireland, or five years in Scotland).
Acting Promptly Is Key
To protect your rights, it’s vital to act as soon as you notice a problem. Keep records of when the goods were supplied and when you discovered the fault. Contact the service provider in writing, clearly stating the issue and what remedy you want. Acting quickly makes it easier to resolve the problem and strengthens your case if you need to escalate your complaint.
If you need help structuring your complaint, this page provides a step-by-step template for your letter. For further guidance on handling complaints about services or goods, see our consumer service complaints procedure.
Understanding your rights gives you the confidence to resolve issues fairly and effectively, ensuring you get the quality and value you paid for.
What Are Faulty Goods Supplied with a Service?
What Are Faulty Goods Supplied with a Service?
When you pay for a service – such as having a new kitchen fitted, a boiler installed, or your car repaired – it’s common for goods to be supplied as part of that service. These goods might include equipment, replacement parts, or materials used during the job. For example, if you hire a plumber to fit a new bathroom, the taps, pipes, and shower unit provided are all considered goods supplied with the service.
Faulty goods are items that do not meet the standards required by law. Under the Consumer Rights Act 2015, any goods supplied as part of a service must be:
Of satisfactory quality (free from faults or damage)
Fit for their intended purpose
As described (matching any information or sample provided)
If the goods provided are faulty – such as a leaking tap, a washing machine that doesn’t work, or parts that break soon after installation – this can undermine the quality of the entire service. Even if the actual fitting or installation was carried out correctly, the presence of faulty goods means you have not received what you paid for.
It’s important to distinguish between problems with goods and issues with the service itself. Faulty goods relate to the items provided, whereas poor service quality refers to how the work was done (for example, if the installer made mistakes or didn’t complete the job properly). If you think your issue is more about how the service was carried out rather than the goods themselves, you may want to look at our letter to complain about the poor standard of a service for guidance.
In summary, if you receive goods as part of a service and they turn out to be faulty, you have the right to complain and seek a remedy – such as repair, replacement, or a refund – under UK consumer law. Always check whether your complaint is about the goods, the service, or both, so you can take the most effective action.
How to Write a Letter to Complain About Faulty Goods Supplied with a Service
Writing a clear and effective complaint letter is an important step if you’ve received faulty goods as part of a service. A well-structured letter can help you assert your rights and speed up the resolution process. Here’s how to draft a letter that gets results.
Step-by-Step Guidance
Start with Your Details
Begin by including your name, address, and contact information at the top of the letter. Add the date and the business’s contact details below.State the Purpose Clearly
Open your letter by explaining that you are writing to complain about faulty goods supplied as part of a service. For example:
“I am writing to complain about [describe the goods] that were provided as part of the [describe the service] on [date of service].”Describe the Fault
Give a clear and concise description of the problem.What is wrong with the goods?
When did you notice the fault?
How does the fault affect the use of the product or service?
Provide Purchase and Service Details
Include important information such as:
The date you received the goods and the service
Any reference numbers, receipts, or order confirmations
The name of the person or company who provided the service
State What You Want to Happen Next
Be specific about your desired outcome. For example, you may want a repair, replacement, refund, or for the goods to be put right as part of the service.
Refer to Your Consumer Rights
In the UK, the Consumer Rights Act 2015 states that goods supplied as part of a service must be of satisfactory quality, fit for purpose, and as described. If they are not, you are entitled to a remedy, which could include repair, replacement, or a refund.
Keep the Tone Clear, Polite, and Firm
Be factual and avoid emotional language.
Clearly state the facts and your expectations.
Remain polite but assertive throughout.
Sample Letter Structure
Here’s a simple template you can adapt:
[Your Name]
[Your Address]
[Your Contact Number]
[Date]
[Business Name]
[Business Address]
Dear [Name or Sir/Madam],
Re: Complaint about faulty goods supplied with service
I am writing to complain about [describe the goods] supplied as part of [describe the service] on [date]. The goods are faulty because [describe the fault in detail].
I first noticed the problem on [date]. This has affected [explain how it affects you or the service].
I enclose copies of my receipt and any relevant correspondence.
Under the Consumer Rights Act 2015, I am entitled to goods that are of satisfactory quality and fit for purpose. I would like you to [state your desired outcome, e.g., repair/replace/refund] within [reasonable timescale, e.g., 14 days].
If I do not hear from you within this time, I will consider taking further action.
Yours faithfully,
[Your Name]
Practical Tips
Attach evidence: Include copies (not originals) of receipts, contracts, and photos of the fault if possible.
Be specific: The more details you provide, the easier it is for the business to understand and resolve your issue.
Set a deadline: Give a reasonable timeframe for a response, such as 14 days.
Keep Copies and Records
Always keep copies of your letter, emails, and any replies you receive. This documentation can be vital if you need to escalate your complaint or take further action.
If you want to see more examples or need a different type of complaint letter, you can explore our collection of letter templates for problems with goods or services.
By following these steps, you can make your complaint clear, professional, and more likely to be resolved quickly.
Essential Elements to Include in Your Complaint Letter
When writing a complaint letter about faulty goods supplied with a service, it’s important to include all the essential details to make your case clear and effective. Here’s what you should cover in your letter:
1. Your Contact Details and the Date
Start your letter by clearly stating your full name, address, phone number, and email address at the top. Include the date you are sending the letter. This ensures the business can contact you easily and helps track the timeline of your complaint.
2. Details of the Goods and Service Supplied
Be specific about what you purchased and when. Include:
The name and description of the goods.
The service provided alongside the goods.
The date you received the goods and service.
Any order or reference numbers.
Copies of receipts, invoices, or contracts (mention these are attached).
Providing these details helps the business identify your transaction quickly and reduces delays.
3. Clear Description of the Fault
Explain exactly what is wrong with the goods. For example, describe any defects, faults, or issues you have noticed, and when they became apparent. If the goods do not match the description given, are not fit for purpose, or have developed a fault soon after delivery, make this clear. Including photographs or other evidence can be helpful – mention if you are enclosing these.
4. Reference to Your Consumer Rights
State that you are aware of your rights under the Consumer Rights Act 2015. This law gives you the right to goods that are as described, of satisfactory quality, and fit for purpose. If the goods are faulty, you may be entitled to a repair, replacement, or refund, depending on the circumstances and how long it has been since the purchase.
You can read more about your rights and possible remedies under the Consumer Rights Act 2015.
5. What You Want the Business to Do
Be clear about what you are asking for. Depending on your situation, you might request:
A repair of the faulty goods.
A replacement with goods of satisfactory quality.
A full or partial refund.
State your preferred solution, but be open to alternatives if appropriate.
6. Request for a Response Within a Reasonable Time
Ask the business to respond within a specific timeframe – usually 14 days is reasonable. This encourages a prompt reply and shows you are serious about resolving the issue.
Including all these elements in your complaint letter will help ensure your concerns are understood and addressed efficiently. For a step-by-step template and more practical tips, continue exploring this guide. If you’d like to learn more about your legal rights, visit the Consumer Rights Act 2015 for detailed information.
Sample Letter Template for Complaining About Faulty Goods Supplied with a Service
Sample Letter Template for Complaining About Faulty Goods Supplied with a Service
When you receive faulty goods as part of a service – such as a kitchen appliance fitted by a tradesperson, or materials supplied during home repairs – you have legal rights under the Consumer Rights Act 2015. This law says that goods supplied as part of a service must be of satisfactory quality, fit for purpose, and as described. If they are not, you can ask for repair, replacement, or a refund.
Below is a simple, fill-in-the-blanks template you can use to write your complaint letter. The language is polite but firm, and you can tailor it to fit your specific situation.
[Your Name]
[Your Address]
[Postcode]
[Email Address]
[Phone Number]
[Date]
[Supplier/Service Provider’s Name]
[Company Address]
[Postcode]
Dear [Supplier/Service Provider’s Name],
Re: Faulty Goods Supplied with [Description of Service] on [Date of Service]
I am writing to formally complain about faulty goods that were supplied as part of the [describe the service, e.g., “kitchen installation”] carried out at my property on [date]. The goods in question are [describe the goods, e.g., “the integrated dishwasher”].
Under the Consumer Rights Act 2015, goods supplied as part of a service must be:
of satisfactory quality,
fit for purpose,
and as described.
Unfortunately, the [item] supplied does not meet these requirements because [describe the fault, e.g., “the dishwasher does not start and displays an error code immediately after installation”]. I first noticed this problem on [date you discovered the fault].
I would like you to [state your desired remedy, e.g., “replace the faulty dishwasher with a new one” or “arrange for the item to be repaired at no extra cost”]. Please contact me within [reasonable timeframe, e.g., “14 days”] to confirm how you will resolve this issue.
I have attached copies of my receipt/invoice and photographs showing the problem for your reference.
If I do not hear from you within this time, I will consider taking further action to resolve the matter.
Thank you for your prompt attention to this issue.
Yours sincerely,
[Your Name]
How to Personalise This Letter
Describe the Service and Goods Clearly: Replace the placeholders with specific details, such as the type of service provided, the faulty item, and any relevant dates.
Be Specific About the Fault: Clearly state what is wrong with the goods. For example, “the washing machine leaks water during every cycle” or “the fitted cupboard doors do not close properly.”
State Your Preferred Outcome: Decide whether you want a repair, a replacement, or a refund. The law allows you to request a remedy that is reasonable for the situation.
Include Evidence: Attach copies of any relevant documents, such as receipts, warranties, and photographs of the fault.
Set a Reasonable Deadline: Giving a clear timeframe (usually 14 days) helps to keep things moving and shows you are serious.
Example Phrases to Use
“The goods supplied do not meet the standards required by the Consumer Rights Act 2015.”
“I would like you to arrange for a replacement at no extra cost.”
“Please respond within 14 days to confirm how you will resolve this matter.”
“I have attached evidence of the fault for your review.”
Taking the time to write a clear, well-structured complaint letter can help you resolve the issue more quickly and assert your consumer rights effectively. If the supplier does not respond or refuses to help, you may need to consider further steps, such as escalating your complaint or seeking independent advice.
Possible Outcomes and Next Steps After Sending Your Complaint Letter
After you’ve sent your complaint letter about faulty goods supplied with a service, it’s important to know what to expect and how to respond to different outcomes. Here’s what can happen next, and the steps you can take to resolve your issue effectively.
What to Expect After Sending Your Complaint Letter
Once the trader receives your letter, they should respond within a reasonable timeframe – usually within 14 days. Their response might include:
An offer to repair or replace the faulty goods: Under the Consumer Rights Act 2015, if goods supplied as part of a service are faulty, you usually have the right to a repair or replacement at no extra cost.
A full or partial refund: If a repair or replacement isn’t possible or doesn’t resolve the problem, you may be entitled to a refund, especially if you complained within 30 days of receiving the goods.
A request for more information or inspection: Sometimes, the trader may ask for evidence of the fault or want to inspect the goods themselves.
If the trader makes a reasonable offer, you can choose whether to accept it. Make sure any agreement is put in writing.
If You Don’t Get a Response or the Response Is Unsatisfactory
If the trader ignores your letter or refuses to resolve the issue, don’t give up. Here are your next steps:
Send a follow-up letter: Remind them of your rights and give a final deadline for a response.
Warn about possible court action: If there’s still no satisfactory reply, you may want to send a letter to warn trader about court action for faulty goods. This can sometimes prompt a quicker resolution.
Escalating Your Complaint
If you’re not getting anywhere with the trader, you have several options:
Use the consumer service complaints procedure: This outlines further steps you can take, including involving trade associations or ombudsman services, if available.
Try Alternative Dispute Resolution (ADR): ADR schemes can help you and the trader reach an agreement without going to court. Many businesses are signed up to ADR schemes, and it’s often a quicker, less stressful way to resolve disputes. Find out more about using ADR and whether it’s suitable for your case.
If the Trader Still Refuses to Resolve the Issue
If the trader continues to ignore your complaint or refuses to put things right, you still have options:
Claim your money back through your payment provider: If you paid by debit card, credit card, or PayPal, you might be able to reclaim your money using a chargeback or Section 75 claim. Read more about getting your money back if you paid by card or PayPal.
Consider taking legal action: As a last resort, you can take your case to the small claims court. Before doing this, make sure you’ve followed all other steps, including sending a final warning letter.
Practical Tips
Keep records: Save copies of all letters, emails, and any responses you receive.
Act promptly: There are time limits for some types of claims, so don’t delay.
Be clear and polite: Staying calm and professional increases your chances of a positive outcome.
If you need more detailed guidance on how to progress your complaint, including using mediation or ADR, visit the Alternative Dispute Resolution (ADR) page from Citizens Advice for step-by-step instructions.
By understanding your rights and following these steps, you can give yourself the best chance of resolving problems with faulty goods supplied as part of a service.
When and How to Escalate Your Complaint
When and How to Escalate Your Complaint
If the trader does not respond to your initial complaint about faulty goods supplied with a service, or fails to resolve the problem within a reasonable time, it may be necessary to escalate your complaint. Here’s how you can take further steps to protect your rights and encourage a fair outcome.
Setting Deadlines for a Response or Resolution
After you have written your first complaint letter, it is important to give the trader a clear deadline to respond or fix the issue. Setting a specific date shows you are serious and gives the trader a fair chance to put things right. If the trader fails to act within this period, you can make your complaint more formal by sending a letter to make time of the essence goods. This type of letter makes it clear that you expect the problem to be resolved by a certain date, and that you may take further action if your deadline is not met.
Using Formal Warnings Before Legal Action
If the trader still does not resolve the problem after you have set a deadline, you can send a formal warning. This should state that you are prepared to take further steps, such as seeking advice from consumer protection organisations or considering legal action, if the issue is not sorted out promptly. Keeping a record of all your communications is important, as it can be useful evidence if the dispute continues.
Seeking Advice from Consumer Protection Organisations or Trading Standards
If you are not sure about your next steps or need help with your complaint, you can contact consumer protection organisations for advice. They can explain your rights under the Consumer Rights Act 2015, which states that goods supplied as part of a service must be of satisfactory quality, fit for purpose, and as described. If the trader is not cooperating, you can also report them to your local trading standards office, who may investigate the matter further.
Considering Alternative Dispute Resolution or Court Action
If your complaint remains unresolved, you may wish to consider alternative dispute resolution (ADR). This includes mediation or arbitration, where an independent third party helps you and the trader reach an agreement without going to court. Many traders are members of ADR schemes, and using one can often resolve disputes more quickly and cheaply than legal action.
If all else fails, you have the right to take your case to the small claims court. This is usually a last resort, but it can be an effective way to enforce your consumer rights and seek compensation or a refund for faulty goods.
By following these steps and knowing when to escalate your complaint, you can increase your chances of a fair and timely resolution. If you need a template for setting a clear deadline, see our letter to make time of the essence goods for guidance.
Related Issues and Additional Resources
When dealing with faulty goods supplied as part of a service, you might encounter other related issues or need further support. Here’s a guide to help you navigate these situations and find the right resources.
Other Types of Complaints
Not all problems with goods and services fit neatly into one category. For example, if you bought goods on a hire purchase agreement and they turn out to be faulty, your rights and the complaint process can be slightly different. For help with this, see our letter to complain about faulty goods bought on hire purchase.
Sometimes, the issue might not be about faults, but about goods being misdescribed. For example, if you purchased a car from a private seller and it wasn’t as described, you may find our letter to complain about misdescribed goods including cars bought from a private seller helpful.
If your goods are simply faulty but not supplied as part of a service, you should refer to the general letter to complain about faulty goods template.
Non-Delivery or Late Delivery
Sometimes, the problem isn’t with the quality of the goods, but with when – or if – they arrive. If you’re facing issues with goods or services not being delivered on time, or not at all, you have the right to complain and may be entitled to a refund or compensation. You can use our letter to complain about non-delivery or late delivery as a starting point.
Unsolicited Goods and Protecting Yourself from Scams
Occasionally, you might receive goods or services you didn’t order. In the UK, you are not obliged to pay for unsolicited goods, and there are laws in place to protect you from this practice. If this happens to you, our letter to say you received goods or services you didn’t ask for can help you respond appropriately.
It’s also important to be aware of potential scams when dealing with goods and services, especially online. Learn how to spot the warning signs and what to do if you think you’ve been targeted.
More Letter Templates and Legal Help
Every situation is unique, and sometimes you may need a more tailored approach. Explore our full range of letter templates to find the one that best matches your circumstances. If your issue is complex or you’re unsure about your rights, consider seeking independent legal advice to ensure your complaint is handled effectively.
By understanding your rights and using the right resources, you can resolve issues with faulty or problematic goods and services more confidently and efficiently.
