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Currys

Consumer electronics retailer. Products & services: Electrical goods.

Updated: 3 August 2026

Company Overview

Industry
Retail - specialist electricals and technology retailer
Parent company
Currys plc (Companies House no. 07105905)
Regulator
No single retail regulator publishes complaint statistics; market conduct is overseen by the CMA and Trading Standards, advertising by the ASA. Currys Group Limited is FCA-authorised for insurance business.
Ombudsman
Consumer Arbitration (operated by Consumer Dispute Resolution Limited / CDRL) for retail disputes; Financial Ombudsman Service for care plans and mobile insurance.
Legal entity
Currys Group Limited (Companies House no. 00504877)

What customers complain about

People generally complain to Currys about goods that develop faults, deliveries and installations that go wrong, refund and returns disputes, and product-care or insurance claims. Because retail has no regulator publishing per-shop complaint data, the strength of a Currys complaint comes from the Consumer Rights Act 2015 (satisfactory quality, fit for purpose, 30-day right to reject, repair or replace) and the Consumer Contracts Regulations 2013 (14-day online cancellation). Currys expects you to complain to customer services first; if it cannot resolve matters or eight weeks pass, eligible retail disputes can go to Consumer Arbitration, run by Consumer Dispute Resolution Limited (CDRL) and approved by Chartered Trading Standards Institute. Complaints about product care plans or mobile insurance instead go to the Financial Ombudsman Service, because those products are FCA-regulated.

Complaint categories

  1. 1
    Faulty or short-lived goods

    Products (TVs, laptops, white goods, small appliances) that develop faults, arrive damaged, or fail sooner than reasonably expected - the core Consumer Rights Act 2015 territory of satisfactory quality and durability.

    Reported theme, not verified: consistently raised on consumer help pages and review platforms; grounded in the Consumer Rights Act 2015 standards that apply to all Currys sales.
  2. 2
    Delivery, installation and collection problems

    Missed or late deliveries, damage on delivery, and installation or old-appliance-recycling arrangements not carried out as booked.

    Reported theme, not verified: commonly cited in consumer complaint guides about Currys.
  3. 3
    Refunds and returns disputes

    Disagreements over the right to reject faulty items, refund timescales, and cancelling online orders under the Consumer Contracts Regulations 2013.

    Reported theme, not verified: recurring in consumer-rights coverage of Currys returns.
  4. 4
    Care plans and product insurance

    Disputes over Currys Care & Repair plans and mobile insurance - claim refusals, write-off decisions and cancellations. These are FCA-regulated products routed to the Financial Ombudsman Service.

    Reported theme, not verified: reflected in Financial Ombudsman Service decisions involving Currys care products and consumer forums.

Latest statistics

We could not identify publicly available official complaint statistics for this company.

Contact methods

Complaint journey

  1. 1

    Contact Currys customer services

    Raise the problem with Currys first and give them a chance to fix it.

    Typical responseVaries
    What happens

    Start by contacting Currys customer services (0344 561 1234) or via its online channels, quoting your order number and explaining the problem and the outcome you want - repair, replacement, refund or the right to reject. Reference the Consumer Rights Act 2015 for faulty goods, or the Consumer Contracts Regulations 2013 if you are cancelling an online order within 14 days.

  2. 2

    Make a formal complaint

    If the first response does not resolve it, ask for it to be treated as a formal complaint.

    Typical responseVaries
    What happens

    If you are not satisfied, ask Currys to escalate the matter as a formal complaint. You can write to the Customer Experience Team (PO Box 1687, Sheffield, S2 5YA) or use the complaints route on currys.co.uk. Keep everything in writing and keep a dated record of each contact.

  3. 3

    Receive Currys' final response

    Currys reviews the complaint and issues its final resolution.

    Typical responseUp to 8 weeks
    What happens

    Currys will investigate and issue a final resolution letter. You become entitled to take the matter to independent ADR once you have that final letter, or once eight weeks have passed since you first raised the complaint - whichever comes first.

  4. 4

    Refer eligible retail disputes to Consumer Arbitration (CDRL)

    Independent, CTSI-approved arbitration for unresolved retail complaints.

    Typical responseAfter final letter or 8 weeks
    What happens

    If the dispute is still unresolved, you can refer it to Consumer Arbitration, operated by Consumer Dispute Resolution Limited (CDRL) and approved by the Chartered Trading Standards Institute. This is arbitration under the Arbitration Act 1996 and can lead to a binding decision. You must refer your case within 12 months of Currys' final outcome. Apply at cdrl.org.uk/consumer-arbitration/ or by post to Milton Keynes.

  5. 5

    Care plans and insurance: Financial Ombudsman Service

    A separate route for FCA-regulated care plans and mobile insurance.

    Typical response8 weeks then FOS
    What happens

    If your complaint is about a Currys care plan or mobile insurance rather than the goods themselves, complain to Currys first, then escalate to the Financial Ombudsman Service if unresolved after eight weeks. Currys Group Limited is FCA-authorised for insurance business, which is why this route applies to those products.

  6. 6

    Other routes: Trading Standards and the courts

    Report wider practices to Trading Standards, or use the small claims court.

    Typical responseVaries
    What happens

    You can report a trader to Trading Standards (via Citizens Advice consumer service) - though they enforce the law rather than settle your individual case - and, as a last resort, pursue a money claim through the small claims court. The CMA and the ASA regulate market-wide conduct and advertising, not individual purchase disputes.

Response times

Currys does not publish a fixed acknowledgement time on the sources we could verify. The key deadline is the ADR trigger: you can escalate a retail complaint to Consumer Arbitration once Currys issues its final resolution letter, or after eight weeks from first raising the complaint - whichever comes first. You then have 12 months from Currys' final outcome to refer the case to Consumer Arbitration. For care-plan or insurance complaints, the standard financial-services rule applies: escalate to the Financial Ombudsman Service if the complaint is unresolved eight weeks after you raised it, and within six months of the final response.

If your complaint isn’t resolved

If Currys can’t put things right, you can escalate — free of charge — to an independent body:

Recent news

  • 2 July 2026

    Currys plc reported full-year 2025/26 results, with adjusted profit before tax up around 18% to about £191m and like-for-like sales growth, driven partly by growth in services.

    Read more

Know your rights

  • Consumer Rights Act 2015

    Goods Currys sells must be of satisfactory quality, fit for purpose and as described. You can reject faulty goods for a full refund within 30 days; after that, Currys is generally entitled to one attempt at repair or replacement before you can claim a refund or price reduction. This is general information, not legal advice.

  • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

    For most goods bought online from Currys, you have a 14-day right to cancel from delivery (a cooling-off period) and a further 14 days to return them, separate from any fault. This is general information, not legal advice.

  • Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015

    These require traders like Currys to tell you about a certified ADR body when a complaint reaches deadlock. Currys points customers to Consumer Arbitration (CDRL), a CTSI-approved body, though using ADR is voluntary for retail unless the trader has agreed to be bound.

Frequently asked questions

Does a regulator publish complaint figures about Currys?

No. Unlike energy, telecoms or financial firms, UK retailers such as Currys have no sector regulator that publishes per-retailer complaint volumes. We could not identify publicly available official complaint statistics for Currys, so the strength of a complaint comes from consumer law, chiefly the Consumer Rights Act 2015.

Who is the ombudsman for Currys?

There is no ombudsman for a general retail purchase. For unresolved retail disputes, Currys refers customers to Consumer Arbitration, run by Consumer Dispute Resolution Limited (CDRL) and approved by the Chartered Trading Standards Institute - this is an arbitrator. Only for care plans and mobile insurance does an ombudsman (the Financial Ombudsman Service) apply.

When can I escalate my Currys complaint to independent arbitration?

Once you have Currys' final resolution letter, or once eight weeks have passed since you first complained - whichever is sooner. You must then refer the case to Consumer Arbitration within 12 months of Currys' final outcome.

My complaint is about a Currys care plan - is that different?

Yes. Care plans and mobile insurance are FCA-regulated products (Currys Group Limited is FCA-authorised for insurance business), so those complaints go to the Financial Ombudsman Service if Currys does not resolve them within eight weeks - not to Consumer Arbitration.

How do I contact Currys to complain?

Start with Currys customer services on 0344 561 1234 or its online complaints route, and you can write to the Customer Experience Team at PO Box 1687, Sheffield, S2 5YA. Quote your order number and set out the fault and the remedy you want under the Consumer Rights Act 2015.

What people are saying

Real experiences from people who have contacted Currys.

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