Guides › Company Guides › Appliances Direct
How to Complain to Appliances Direct
Appliances Direct says complaints go first to customer service by phone or by a message from a customer account, and can then be escalated to its Head of Customer Service. It says responses at escalation stage take longer because each complaint is investigated thoroughly.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to Appliances Direct
How to Complain
Appliances Direct says complaints go first to customer service by phone or by a message from a customer account, and can then be escalated to its Head of Customer Service. It says responses at escalation stage take longer because each complaint is investigated thoroughly. source
Faulty Goods
Reject Within 30 Days
Within 30 days of delivery you can usually reject faulty goods and get a refund. You will normally need to show the fault. source
Repair or Replacement
After 30 days you can ask for a repair or replacement at no cost to you. The trader must do it within a reasonable time and without significant inconvenience. source
One Chance to Repair
The trader gets one chance to repair or replace. If that fails or the fault comes back, you can keep the goods and ask for a price reduction, or reject them for a refund. source
Price Reduction
A price reduction is also available if the trader is unreasonably slow, or the repair causes significant inconvenience. source
The First 6 Months
If a fault shows up within six months of delivery, it is presumed to have been there at delivery unless the trader proves otherwise. After six months, you have to show it. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 30 daysShort-term right to reject30 days from delivery, or less if the item would not normally last that long
- 6 monthsFault presumed to have been there at deliveryIf found within 6 months of delivery
- 14 daysRefund paidWithin 14 days of the trader agreeing you are entitled to it
- Exceptions14-day cooling-off for online or phone ordersDoes not apply to personalised or made-to-measure goods
- 120 daysChargeback claimWithin 120 days of realising there is a problem
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to Appliances Direct in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, ask your card provider about Section 75 or chargeback, or get free advice from the Citizens Advice consumer service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. Most are free; court claims have fees.
Appliances Direct Complaints
Always start here, in writing.
Ask About an ADR Scheme
We could not confirm a general ombudsman or ADR scheme for Appliances Direct from its own pages. If it cannot settle your complaint, ask it in writing which approved ADR provider it uses.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Small Claims Court
A last resort if nothing else works. Citizens Advice explains when it is worth it.
Good to Know
Small things that make your complaint stronger.
The company says that if you remain unhappy after its investigation it will give details of a certified ADR provider. The page names no particular scheme. It is part of the Buy It Direct Group.
Complain to the retailer that sold you the goods, not the manufacturer. Your contract is with the seller.
Under the Consumer Rights Act 2015 you have 30 days to reject faulty goods for a refund, and up to 6 months in which a fault is presumed to have been there from the start.
If you paid by credit card, think about a Section 75 claim. For debit cards, a chargeback.
Consumer Protection UK is independent and is not connected to Appliances Direct. This guide uses information published by Appliances Direct and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- appliancesdirect.co.uk/help-and-advice/complaints Checked 4 October 2026
- nibusinessinfo.co.uk/content/what-do-if-problems-arise-supplied-goods Checked 12 October 2026
- businesscompanion.info/node/623/printable/print Checked 12 October 2026