Help and advice

Frequently asked questions

An update from us on Coronavirus (COVID-19)

We are currently receiving extremely high volume of calls and are doing our best to speak to customers as quickly as possible, as well as continuing to carry out thousands of repairs and replacements every day.

If we have recently been unable to fix your appliance, please be aware that we are experiencing some delays processing replacements. Rest assured, you will receive a new appliance or have yours repaired shortly. In the meantime, thank you for your patience and understanding.

Visit our Covid-19 FAQs for more information
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Here are our top 5 most frequently asked questions. If your enquiry isn't covered here, check out the list of topics at the top for further information.

  • You can request a repair by logging into My Account. If you don't have an account, you can create one here.


    In most cases, we'll approve your repair immediately so you can quickly book an engineer for a day to suit you. And we usually take care of any costs directly with the repairer, so you won't even see a bill.

  • You'll find your plan or policy number on any letter we've sent you about your cover. It's usually located on the right-hand side, as shown below.


    Plan/policy number on letters

    If you bought your plan or policy online, you'll have received an email from us confirming your purchase which also contains your plan/policy number.

  • If we decide your appliance is beyond repair, we'll replace it with one that has the same or similar specifications.


    Don’t worry, if we were recently unable to fix your appliance, we’ll be in touch shortly to let you know what the next steps are but please be aware that we’re experiencing some delays processing replacements due to the impact the Coronavirus has had on demand.


    Where it would normally take 48 hours, it’s now taking us up to 4 days to provide customers with replacement options which you will receive by either email or SMS. We’re doing everything we can to get these options to you as quickly as possible.


    Our phone lines are very busy at the moment, so please don’t call us before it’s been 4 days since your engineer’s visit unless you are a vulnerable customer. Rest assured, you will receive a replacement or have your appliance repaired shortly. In the meantime, thank you for your patience and understanding.


    If you are a vulnerable customer and have any concerns, please call us on 0333 000 4966.


    For more information about replacements, please click here.


    If we replace your appliance, you may need to pay delivery and installation fees, plus any remaining plan payments. Please check your plan terms and conditions for more information.


    For more information see our Covid-19 FAQs.

    Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get 'inclusive minutes' with your package, calls to 0333 numbers will be part of these.

  • Your plan or policy number will always be in the following format: 2 or 3 characters (a combination of letters and numbers) followed by 7 numbers.


    For example: B1C1234567


    If the plan or policy number you have entered matches your documentation but is still not recognised, there are a few things you can try:


    1. Make sure the address you've provided matches exactly with the address on your plan/policy (including any spaces in your postcode).
    2. Check the letters and numbers are correct – the numbers 0, 1, and 5 can be mistaken for the letters O, l (lowercase L), I (capital i), and S.
    3. If your plan or policy number starts with an ‘A’, try leaving it out.
  • Can I get my replacement product installed and my current one taken away?


    Installation and disposal services are available for certain products and manufacturers. If you are eligible for one or both of these services, they will be offered to you as additional services before you complete your order.



    Will you be able to disconnect my product?


    We do not currently offer a disconnection service. However, if you have selected installation, the supplier will disconnect your current appliance as part of the installation service.


    If you have selected disposal for a gas appliance, please make sure that this is disconnected by a Gas Safe registered engineer before disposal takes place.



    Are you able to install integrated appliances?


    Some suppliers offer installation for integrated appliances. If this is available, you’ll have the option to add installation when ordering your replacement.


    If installation is not available, once you complete your order we’ll put you in touch with Repair Care – a trusted third party who specialise in installing this type of appliance.


    You’ll receive an email with details on how to contact them, and from there you can arrange your installation with them. Just remember to book your appointment on a different day to your replacement delivery.


    If installation wasn’t available to you, but you still didn’t receive an email about Repair Care, you can visit their website to arrange your installation.



    Will my installation be carried out by a professional?


    Yes. Our engineers have been through intensive training, and are all Gas Safe registered and skilled in electrical connections. Your safety is our priority, so we have made sure they know exactly what they are doing.



    Will you install my replacement at the same time as my delivery?


    If your replacement is freestanding and eligible for installation, you can select this for an additional fee when ordering your replacement. The installation will be carried out at the same time as your replacement delivery.


    Some suppliers offer installation for integrated appliances. If this is available, you’ll have the option to add installation for an additional fee when ordering your replacement.


    If installation is not available, once you complete your order we’ll put you in touch with Repair Care – a trusted third party who specialise in installing this type of appliance.


    You’ll receive an email with details on how to contact them, and from there you can arrange your installation with them. You’ll need to book your installation on a different day to your replacement delivery.


    Please note that the availability of the installation service depends on the replacement product you choose. Postcode restrictions may also apply.



    How long will my installation take?


    Although every installation is different, we generally ask you to allow at least 45 minutes for your replacement to be installed. Our installation experts are professionals and do this every day, so they will work as quickly and safely as possible.



    Will the replacement fit through my door?


    The protective packaging around your replacement will make the dimensions larger than those displayed when you selected the product. For example, the dimensions of an unpackaged American-style fridge freezer may be (H) 178cm x (W) 90.8cm x (D) 69.2cm, but with packaging it can be (H) 190.7cm x (W) 97.4cm x (D) 77.6cm.


    With that in mind, please make sure that you have ample space to fit a box larger than the product you ordered through the door.