faq

Frequently asked questions

A nationwide network of manufacturer engineers

Our Repair & Protect service plan

What is Repair & Protect?

Repair & Protect is a service plan for broken-down products no longer protected by a manufacturer’s guarantee, brought to you by 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, our package also provides a warranty for the duration of your plan.

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.

Calls may be recorded and monitored for quality and training purposes.

What's included in the Repair Package?

For customers on Indesit Gold plans (for appliances made by Indesit, Hotpoint and Cannon), or for customers with a Vaillant, Glow-worm, Heatline or Baxi boiler, see our dedicated brand pages for our exclusive service plans for these brands.

For all other customers, the plan pays for the initial repair. After this, you will benefit from approved repairs on breakdowns to your appliance or boiler for the life of the plan, even if they have nothing to do with the original fault. For appliances (not boilers) you will also benefit from approved repairs for damage caused by accidents.

If we can’t fix a fault or we deem your appliance/boiler to be beyond economic repair (or for boilers, if the cost of repair exceeds the plan term repair limit), we may decide to replace your appliance or give you a contribution towards a new boiler. For appliances you may have to pay delivery, installation charges and remaining monthly payments. Limits apply on boilers and vary by manufacturer, and you may have to pay for any remaining monthly payments.

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 597 8600*

*Lines open 8am to 8pm Monday to Friday, 8am to 6pm at weekends. Calls may be recorded and monitored for quality and training purposes.

What happens when I call?

One of our agents will ask for your name and contact details before outlining the choice you have between a repair and our repair package. Then, depending on the option you choose, our agent will run through the main terms and conditions, as well as any payment options. Finally, if you choose our approved repair package, you’ll be offered the chance to take advantage of a 20% discount on another Domestic & General plan you take out.

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 appliance?

We’ll refund you in full if you have chosen our Repair & Protect service plan and the engineer is unable to repair the initial breakdown, or deems your appliance or boiler to be beyond economic repair (unless you’re an Indesit Gold customer, in which case you could receive a new appliance, with no delivery charge).

Indesit Gold customers (Indesit, Hotpoint, Cannon), Vaillant Service customers (Vaillant, Heatline, Glow-worm) and Baxi customers

What happens if I’m on the Indesit Gold plan and my appliance can't be repaired?

If you're on the Indesit Gold service plan and own an appliance manufactured by Indesit, Hotpoint or Cannon, and your appliance is deemed to be beyond economic repair, you may receive a new appliance, with no delivery charge. Visit our dedicated brand pages for more information.

What if my boiler is made by Vaillant, Glow-worm, Heatline or Baxi?

Customers with boilers made by Vaillant, Glow-worm, Heatline or Baxi should visit our dedicated brand pages to see the exclusive service plans on offer for these brands.

Payments and discounts

How can I pay for Repair & Protect?

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 package features fixed fees, monthly Direct Debit payment options*, and there's nothing to pay if we can't repair the initial fault (unless you’re an Indesit Gold customer, in which case you could receive a new appliance, with no delivery charge).

However, if, after the initial repair, we decide to replace your appliance, you may have to pay delivery, installation charges and remaining monthly payments. For a boiler, if we write it off and give you a contribution towards a new one, you may have to pay for any remaining monthly payments.

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

How does ‘no fix, no fee’ work?

If you choose our Repair & Protect service plan, we’ll refund any payments already made if we can't fix your initial fault or deem your appliance to be beyond economic repair (unless you’re an Indesit Gold customer, in which case you could receive a new appliance).

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.

When does the 20% discount apply?

If you take out a new Repair & Protect service plan, we can offer you a 20% discount off your next plan with us. Just speak to a member of our customer service team and they’d be happy to talk you through your options.

This introductory offer is only available over the phone when taking out an additional single product plan directly from Domestic & General. Excludes computers, laptops, boilers and mobile phones. Products must be more than 3 months and less than 8 years old.

Call us free today to discuss the best option for you

It’s your call

0203 481 6003

Existing Domestic & General customers

call 0800 597 8600

Calls may be recorded and monitored for quality and training purposes.

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