faq

Frequently asked questions

A nationwide network of manufacturer engineers

Our Repair & Care plan

What is Repair & Care?

Repair & Care is a maintenance and support plan for broken-down products that are no longer protected by a manufacturer’s guarantee, brought to you Domestic & General, the UK’s leading specialist warranty provider. As well as offering access to a nationwide network of expert engineers to help repair your broken appliance or boiler, Repair & Care also provides ongoing maintenance and support for the life of the plan.

Some features are different for Hoover, Candy, Whirlpool, Indesit, Hotpoint, and Cannon customers.

What appliances and boilers do you repair?

We repair all major appliances including: washing machines; dishwashers; fridge freezers; ovens; hobs; cookers (both gas and electric) and much more. We also repair boilers, including major brands such as Vaillant, Glow-worm, Heatline, Worcester Bosch, Vokera and Baxi.

Call us on 0203 481 6003 if you can’t find your appliance on our website.

What’s included in the Repair & Care plan?

The plan provides an initial repair followed by ongoing maintenance and support for your product. This support continues for the life of the plan and includes exclusive access to our Appliance Care portal. You’ll also get a remote annual health check of your appliance, or maintenance checks on your heating system if you have a boiler.

If your product fails the annual health check or stops working, then you’ll benefit from repairs by expert engineers. If your product can’t be fixed or is deemed to be beyond economic repair, then we will arrange for a replacement that has the same or similar specifications. This only applies after the initial repair. Installation costs are not included, and boiler replacements will be worth up to £750.

Some features are different for Hoover, Candy, Whirlpool, Indesit, Hotpoint, and Cannon customers.

Booking a repair

How do I book an engineer visit?

If you'd like to book an engineer visit, please call the number below. If you've already booked a visit and would like to change it, please contact us using the number on your booking confirmation email.

Call our service team FREE to request a repair:

0203 481 6003*

Existing customers, call:

0800 561 4493*

*Lines open 8am to 8pm Monday to Friday, 8am to 6pm at weekends.

What happens when I call?

We will ask for your name and contact details before giving you the choice between a one-off repair and a Repair & Care plan. Our agent will then run through the main terms and conditions of your chosen option, as well as the available methods of payment.

When you pay by Direct Debit, you are protected by the Direct Debit guarantee. Your plan will also automatically renew each year, ensuring there’s no break in care.

Who will repair my appliance?

Our nationwide network of almost 3,000 expert engineers bring a wealth of experience in fixing home appliances and boilers.

What happens if the engineer is unable to repair my product’s initial fault?

If you have chosen our Repair & Care plan and the engineer a) is unable repair the initial breakdown or b) deems your product to be beyond economic repair, then we will give you a full refund.

Repair & Care Gold customers

What happens if I’m on the Repair & Care Gold plan and my appliance can’t be repaired?

If you’re on the Repair & Care Gold plan and have a Hoover or Candy appliance, you’ll also benefit from a separate insurance policy which is provided by Domestic & General Insurance PLC. This policy will provide you with a replacement appliance if yours can’t be fixed during initial repair under your maintenance and support plan. It will also protect your repaired or replacement appliance against accidental damage.

Visit our separate Gold insurance policy page for full details on how this works.

Payments and discounts

How can I pay for Repair & Care?

You can pay the fee by credit card or debit card in advance. There is also the option to pay monthly by Direct Debit over the length of the plan.*

When you pay by Direct Debit you are protected by the Direct Debit Guarantee. Plus, your plan will automatically renew each year, ensuring there’s no break in protection.

*Direct Debit is the only payment option for Vaillant, Glow-worm and Heatline when choosing the Repair & Protect service plan.

Are there any hidden costs?

Our Repair & Care plan features a fixed monthly price with the option to pay by Direct Debit (for some brands Direct Debit is the only available payment method).

There’s nothing to pay if we can’t fix the initial fault. However, if your appliance has a fault after the initial repair is completed and we decide to replace it, you may have to pay an installation charge.

How does ‘no fix, no fee’ work?

As part of the Repair & Care plan, if we can’t fix your initial fault – or your product is deemed to be beyond economic repair at that point – then we’ll give you a full refund.

Call us free today to discuss the best option for you

It’s your call

0203 481 6003

Existing Domestic & General customers

call 0800 561 4493

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