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Faulty Goods Bought on Hire Purchase
If you bought goods on hire purchase, the finance company you pay is responsible if they are faulty, rather than the shop that sold them. Your Consumer Rights Act rights apply. Complain to the finance company, then the Financial Ombudsman Service if it does not put it right.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Who Is Responsible
The Finance Company
With hire purchase, the finance company you make payments to is responsible if the goods are faulty, rather than the trader that sold them to you (Consumer Rights Act 2015). source
Your Rights
What Goods Must Be
Goods you buy from a business must be as described, of satisfactory quality and fit for their purpose (Consumer Rights Act 2015). Your contract is with the seller, not the manufacturer, so the seller is the one to complain to. source
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
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 30 daysReject a faulty item for a full refund30 days from delivery, or from when any installation is finished
- 6 monthsFault presumed to have been there from the startFaults that appear within 6 months of delivery
Steps to Take
Step 1 of 5
Find your hire purchase agreement and the finance company's details.
Step 2 of 5
Write to the finance company describing the fault and what you want. We do not take insurance or banking complaints as cases, but our free letter templates can help you write to the firm.
Step 3 of 5
Keep paying while it is looked at, and tell the finance company you are disputing the goods.
Step 4 of 5
Keep photos and any reports about the fault.
Step 5 of 5
After 8 weeks, or a final response, go to the Financial Ombudsman 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.
The Finance Company's Complaints Team
Always start here, in writing.
Financial Ombudsman Service
After 8 weeks with no final response, or if you are unhappy with it. Free.
Good to Know
Small things that make your complaint stronger.
For cars on hire purchase, the same rule applies: complain to the finance company.
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: 13 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
- citizensadvice.org.uk/consumer/template-letters/letters/consumer-template-letters/letter-to-complain-about-faulty-goods-bought-on-hire-purchase Checked 13 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
- financial-ombudsman.org.uk Checked 8 October 2026