Frequently asked questions
An update from us on Coronavirus (COVID-19)
We know you may be relying on your appliances more than usual. The safety of our customers and engineers is our top priority, so we’re continuing to follow Government guidance and take the correct precautions.
Take a look at our most frequently asked questions below, or dig down further using our list of topics.
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.
No, you can request as many repairs as you need while your plan is valid.
Unfortunately, on occasion, we are unable to book certain repair requests online. This may be because we do not have full visibility of the service supplier's calendar, and contacting them directly is the best way for you to book a suitable repair slot.
It could also be that the fault you have reported is not covered in the terms and conditions of your plan. Please check your plan documents to see if this is the case.
If you'd like to find out why your repair couldn't be booked online, please contact us.
Most plans do not have set limits on repairs (except for heating plans, which come with a total annual limit of £750 or £1,500).
However, if a repair is estimated to cost more than a set authority limit, the engineer will call us to get authorisation before going ahead with the work. This limit will be shown on your plan documents.
If we decide your appliance is beyond repair, we'll replace it with one that has the same or similar specifications.
We’re proud to say that we replaced 500,000 appliances in 2017 alone.
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.
We will endeavour to accept your repair request and get you back up and running as soon as possible.
While all repairs must be approved first, we’ll always deal with your request fairly. However, in rare cases we may, at our discretion, decline a repair that would otherwise fall within your plan. Your plan would then end, but don’t worry, we would refund all payments you made in the current plan period.
If the repairer hasn’t told you what the next steps are, it’s likely they’re either ordering spare parts or confirming the appliance is beyond repair.
You should hear from them or us within 48 hours. But if you still haven’t had an update, please contact us.
Only if we advise you to. The work of our engineers is monitored and guaranteed, and we ensure they carry public liability insurance. That’s why we prefer all repairs to be carried out by our approved engineers.