Home For Public Spare Parts Delays

Wherever possible the repairer will advise customers with the best and most current information available.

Please do allow for the fact that most spare parts deliveries are totally beyond the control of the repairer  and that they will often not have the delivery information available to them beyond the indicative timescales outlined above.

Spare parts are not considered to be "overdue" until the order is over ten working days old this is especially so in respect to factory or manufacturer orders

There is no requirement in law for a supplier of spare parts or manufacturers to provide any spare part within a set timeframe. Spare parts are considered within the industry to be delivered in a "reasonable" time based on the guidelines as above.

How To Complain About Spare Part Delivery Times

The first thing that has to be done is to determine why the spare part is not available and who is responsible for any delay in the supply chain. This can be a very complex task depending on the warranty (if applicable) or brand of appliance.

In broad terms as a general guide these are the most typical cases.

Within Manufacturer Warranty

The manufacturer or brand owner will generally be responsible for the delivery of any spare parts.

Some manufacturers do elect to outsource spare part distribution to third party companies and, in some instances they may be the cause of delay.

Repairers are normally not allowed, for contractual reasons, to source spares from alternative suppliers.

Within Extended Warranty (manufacturer's own scheme)

The manufacturer or brand owner will generally be responsible for the delivery of any spare parts.

Some manufacturers do elect to outsource spare part distribution to third party companies and, in some instances they may be the cause of delay.

Within Extended Warranty (third party scheme)

The manufacturer or brand owner will generally be responsible for the delivery of any spare parts. However if the insurer elects to use a non-authorised or manufacturer approved repairer then spare parts will most often be supplied by trade distributors and not the manufacturer directly. This will vary from brand to brand and from insurer to insurer.

Some insurers and retailer service schemes do have stipulations that certain spares distribution companies must be used under that contract and the repairer may well not be allowed, for contractual reasons, to source spares from alternative suppliers.

How Can The Trade Association Help?

We can investigate a lengthy lead time on a spare part but, it should be noted that the trade association cannot force a manufacturer or distributor to supply a spare part any faster than they have already advised. We are also unable to ask a member that is under a contractual obligation to source spares from an alternative supplier, even if the part is available elsewhere.

We can however often offer some alternative suppliers for many spare parts to WTA members.

If you have an enquiry regarding a repair you require warranty advice on, please email your question/s to This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Or by post to:

Whitegoods Trade Association
Unit 5
Bonnyton Industrial Estate
Munro Place
Kilmarnock
KA1 2NP

We cannot deal with these types of enquiries by telephone in the event that the case has to be reviewed by the Advisory Council.

Unfortunately, we can only offer advice and assistance if your repairer is a WTA member due to the Code Of Practice they adhere to. If your repairer is not a WTA member we are unable to assist due to this.

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