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 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 cancel your plan please call us for free on 0800 561 4496* where our friendly cancellation team are there to help. Phone lines are open between between 8am and 8pm, 7 days a week.

    Alternatively, you can cancel your plan 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.

    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.

Contact us:

0800 561 4493

Calls may be recorded and monitored for quality and training purposes