Need help with a faulty laptop complaint?

A practical guide for buyers in the UK on protection under the Consumer Rights Act 2015, making a complaint, and seeking a repair, replacement or refund.

Impel Legal can help you prepare your complaint, organise your evidence and pursue a practical outcome with the retailer.

I bought a laptop and it is faulty

If you bought a laptop in the UK and it is faulty, you may be protected by the Consumer Rights Act 2015. In most cases, your legal rights are against the retailer who sold you the laptop, not just the manufacturer. This means the shop, online seller or finance-linked supplier may be responsible for putting things right.

Important: This article is general information only and is not a substitute for advice on your specific circumstances. Time limits and outcomes can depend on the facts, evidence and purchase method.

Your rights under the Consumer Rights Act 2015

Under the Consumer Rights Act 2015, goods supplied by a trader to a consumer must be:

• Of satisfactory quality – the laptop should meet the standard a reasonable person would expect, taking account of its description, price and other relevant circumstances.
• Fit for purpose – it should be suitable for the normal purposes of a laptop and for any particular purpose you made known to the retailer before purchase.
• As described – it should match the description, specification, model, condition and features advertised or agreed at the time of sale.

A fault may include hardware failure, repeated crashes, battery problems, screen defects, charging issues, overheating, keyboard failure or a laptop that does not match the advertised specification.

What remedy can you ask for?

Your remedy depends on when the fault appeared and the circumstances of the sale.

Within the first 30 days

If the laptop is faulty within the first 30 days, you may have the short-term right to reject it and ask for a full refund. You should act quickly, stop using the laptop where possible and complain in writing.

After 30 days but within 6 months

After the first 30 days, the retailer usually has one opportunity to provide a repair or replacement. During the first six months, the law generally assumes the fault was present at the time of delivery unless the retailer can prove otherwise. If the repair or replacement is unsuccessful, not provided within a reasonable time, or causes significant inconvenience, you may be entitled to a refund or price reduction.

After 6 months

After six months, you may still have rights, but you may need stronger evidence that the fault was inherent or that the laptop was not sufficiently durable. Evidence might include an independent technical report, repair history, photographs, error logs, correspondence or expert comments.

How to complain to the retailer

1. Gather your evidence. Keep the receipt, order confirmation, warranty details, photographs, videos, fault messages, repair notes and all correspondence.
2. Identify the retailer. Your Consumer Rights Act claim is normally against the retailer that sold the laptop, even if the manufacturer offers a warranty.
3. Explain the fault clearly. State when you bought the laptop, when the fault appeared, how often it happens and how it affects your use.
4. Refer to the Consumer Rights Act 2015. Say that the laptop is not of satisfactory quality, not fit for purpose or not as described, depending on the issue.
5. State the remedy you want. Ask for a refund if you are within 30 days, or a repair/replacement if you are outside 30 days. If a repair has failed, explain why you now seek a refund or price reduction.
6. Set a reasonable deadline. Ask for a written response within 14 days.
7. Keep everything in writing. Email or letter is better than relying only on telephone calls.

If the retailer refuses to help

If the retailer refuses your complaint, delays, blames the manufacturer or offers an unsuitable remedy, you may be able to escalate the matter. Options may include a formal letter before action, alternative dispute resolution if available, chargeback through your card provider, a claim under section 75 of the Consumer Credit Act 1974 if you paid by qualifying credit card and the item cost over £100, or a county court small claim where appropriate.

How Impel Legal can help

A paralegal at Impel Legal can assist you by reviewing the facts, identifying the strongest legal points and helping you present your complaint professionally. We can help with:

• Reviewing your purchase documents, warranty information and evidence of the fault.
• Drafting a clear complaint letter citing the Consumer Rights Act 2015.
• Preparing a response if the retailer refuses a repair, replacement or refund.
• Helping you organise evidence such as repair reports, photographs and correspondence.
• Drafting a formal letter before action where appropriate.
• Providing practical support if the matter needs to be escalated.

Our aim is to help you seek a fair and practical outcome, whether that is a repair, replacement, refund or price reduction.

Contact Impel Legal

If your laptop is faulty and the retailer is not resolving the issue, contact Impel Legal for paralegal support with your consumer rights complaint.