Plans and policies

Cancellations and Complaints

  • You can cancel your plan over the phone by calling us on 0800 561 4496. Calls may be recorded and monitored for quality and training purposes.

    You can also cancel your plan through the post by downloading and completing a cancellation form.

    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.

    We’re constantly working to improve our products and services, so we always want to hear from you.

    How we handle your complaint depends on whether you have an insurance or warranty product. Please choose between our insurance and services companies below to view their complaints procedures:

    Complaints handling procedure for Protection Plans provided by Domestic & General Services Limited

    Complaints handling procedure for Protection Plans provided by Domestic & General Insurance PLC

    If you’re not completely happy with the outcome of your complaint, you may choose to escalate it to

    Domestic & General Insurance Plc - UK Complaints Data
    To be completely transparent, we've published the complaints data for Domestic & General Insurance PLC. You can view the data here:

    DGI Complaints Data Summary: 1 October 2018 - 31 March 2019