Upheld: non-delivery of hired goods and inadequate compensation complaint against Raylo Group Limited trading as Raylo

Decision detail

Summary

Ms F hired a laptop from Raylo on 9 August 2025 for her studies, but it was not delivered due to courier issues. Raylo upheld her complaint and offered a £46.17 voucher for future use. Ms F referred the complaint to FOS, where the investigator recommended £50 cash instead. The ombudsman upheld the complaint and agreed that £50 cash payment was fairer than a voucher, as Ms F should not be expected to continue using a service that had failed to deliver her essential item.

The Ombudsman's reasoning

The ombudsman agreed the complaint should be upheld as Ms F did not receive the laptop she had hired for her studies and had to make other arrangements. While Raylo's voucher offer was acknowledged, the ombudsman found that a direct cash payment of £50 was fairer because Ms F understandably may not have wanted to continue using Raylo's services after the failure. A voucher tied to the firm that failed to deliver was not considered an appropriate resolution.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website