Wren Kitchens and Novuna finance

halfpint74

Not actually related to the finance, but are you aware that if you are injured by faulty goods, then you can make a claim against either the retailer, or the manufacturer/importer? So you could claim compensation for the injuries from the hob.

You have 3 years to make a claim.

Thank you for the information this may be something I look at later, but right now I still have this ongoing dilemma to deal with.

halfpint74

https://forums.moneysavingexpert.com/discussion/6673621/wren-kitchens-and-novuna-finance

Welcome to the forum, but no way anyone is going to read through all that.

Here's a factual version without the emotion.

We purchased what was presented as Wren's premium kitchen range in February 2025, to be delivered and fitted in April 2025, at a cost of more than £15,000.

On 26 January 2026 when the integrated hob catastrophically shattered.

Following the hob failure, Wren sent a Field Installation Manager to inspect the kitchen.

We were advised that no significant defects had been identified and that any defects present were either acceptable or within Wren's tolerances.

We subsequently challenged Wren.

As the dispute continued, we escalated matters through the finance provider under a Section 75 claim.

We were informed that the position had changed and that we would instead be responsible for obtaining and funding any inspection ourselves.

During this period we were also informed that independent evidence would be required.

Despite the volume of information provided, our evidence was rejected within approximately 48 hours.

After waiting approximately eight weeks for Novuna's final response to the Section 75 claim.

We arranged for NEFF, the manufacturer of the hob, NEFF concluded that the hob failure was attributable to a defect within the glass itself.

We also commissioned Barrdale Furniture Inspections to carry out a full independent assessment of the kitchen. Finding the kitchen was not of satisfactory quality. The report also recommended a refund of the purchase price.

What have the finance and wren said to these findings?

We are still waiting for a response - I will report back and let you know the outcome.

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/82046280#Comment_82046280

Yes, I know that they never pointed you to the Financial Ombudsman only the Furniture Ombudsman (it was in the text I quoted), so was specifically asking if your complaints to either company had reached the final response stage, as this is when they're required to signpost FOS, as stated in the FCA Handbook:

https://handbook.fca.org.uk/handbook/disp1/disp1s6

halfpint74

https://forums.moneysavingexpert.com/discussion/comment/82046329#Comment_82046329

Yes we had received final responses from both companies in writing with no direction to the FCA.

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/82047312#Comment_82047312

I wouldn't expect them to direct you to the FCA but they are obliged to signpost your right to escalate to FOS (as in Financial Ombudsman Service, not Furniture!) in a final response, as above.

born_again

https://forums.moneysavingexpert.com/discussion/comment/82047312#Comment_82047312

They should include a leaflet advising you of your option to go to FOS. It is a mandatory to include this.