Frequently Asked Questions

Your Plan and Account

We've tried to answer as many questions as we can, but if you can't find the answer you were looking for, please call us free on 0800 561 4493. Calls may be recorded and monitored for quality and training purposes.
  • We’re Domestic & General Services Limited, a leading provider of appliance care in the UK, with over 7 million customers. That’s why you will find us in more than one out of four homes across the country.†

    † Based on a total of 26,473,000 households in the UK as at January 2016, 7,931,780 of which had a valid plan with the Domestic & General Services Limited.
  • The Protection Plan is a service contract that provides the possibility of having your appliance(s) repaired or (at our option) replaced:

    • if your appliance suffers a mechanical or electrical breakdown after the end of the manufacturer’s parts and labour guarantee period, or

    • if your appliance suffers damage caused by accident (i.e. physical damage as a result of a sudden cause so that the appliance is no longer in good working order), both during and after the end of the manufacturer’s parts and labour guarantee period.

    The plan gives you access to our UK contact centre to request an unlimited number of repairs, using only engineers approved by the manufacturer.
  • With a service contract, certain specific insurance laws and regulations won’t apply. However, you still have extensive rights under the normal UK laws including consumer rights legislation. We’re also working with a Government-approved dispute resolution body, The Consumer Ombudsman Service, so that if you complain about our service and are not happy with our resolution, you can have our decision reviewed by an independent organisation. You can access their services free of charge.
  • We encourage our customers to pay by Direct Debit where possible, so that we can pass on the resultant savings to keep general fee levels low. For some plans there is a discount for paying by Direct Debit. To discover if this applies to your plans, please email customercare@domesticandgeneral.com.
  • To find out more about the renewal of your protection, please read the terms and conditions we sent with your plan document. Alternatively call our friendly UK-based contact centre on 0800 597 8600*.

    *Calls may be recorded and monitored for quality and training purposes.
  • There are a number of reasons your number may not be working.

    Is the postcode different?

    You need to use the postcode as it is written on your letter. If there is a mistake on your postcode, use the code found on your letter to enter the site. You will then be able to edit your details to amend any mistakes.

    You can usually find your reference number on the top right hand corner of your letter.
    The first two or three characters can be letters or numbers. The last seven are always numbers.

    Have you typed a number instead of a letter ?

    The capital letter ‘O’ and the number ‘0’ (zero) can be easily mistaken for each other. The number ‘1’ can also be misread as the lowercase letter ‘l’.

    Is the space in your reference number causing a problem?

    Try entering your number with and without the space.

    Are you using the number from the same letter?

    The reference refers to a specific offer for a particular appliance. If you try to use the reference from another letter from us, it won't work.
  • No, you can request as many repairs as you need, providing your plan is valid.
  • You can change your personal details in the "Manage My Account" section of this website.

    If you haven't already registered for an account with us, please consider doing so. Having an account allows you to store all of your plans in one place, easily edit and renew your protection, change your personal details online, and hear about special offers as and when they happen.

    You can also cancel your plan over the telephone by calling us on 0800 597 8600*.

    *Calls may be recorded and monitored for quality and training purposes.
  • You can order duplicate plan or renewal documents in the "Manage My Account" section of this website.

    If you haven't already registered for an account with us, please consider doing so. Having an account allows you to store all of your plans in one place, easily edit and renew your protection, change your personal details online, and hear about special offers as and when they happen.

    You can also cancel your plan over the telephone by calling us on 0800 597 8600*.

    *Calls may be recorded and monitored for quality and training purposes.
  • We're sorry to hear you're thinking of cancelling your plan. To speak to a member of our cancellation team please call us free on 0800 561 4496* - we’re here from 8am to 8pm, 7 days a week.

    Alternatively, you can download a cancellation form in the ‘Manage My Account’ section of this website to cancel your plan by post. If you haven't already registered for an account with us, creating one will enable you to manage your plans online.

    Your Rights to Cancel During the Cooling Off Period:

    The ‘cooling off period’ is the fourteen (14) day period from receipt of your documentation or from the plan start date, whichever is later. (For some plans this period may be longer please refer to the plan documentation for full details).

    If you change your mind during the cooling off period, you can cancel your plan and we’ll refund any fee paid. However, you must pay us for any costs incurred by us in providing you with the service, such as the cost of the call out and any repair (but the charges will not exceed the price of the plan). However, if we replace your appliance during the cooling off period, your plan will automatically end and you must pay the full plan fee.

    Your Rights to Cancel After the Cooling Off Period:

    For your rights to cancel after the cooling off period, please refer to your plan documentation.

    *Calls may be recorded and monitored for quality and training purposes.