Email information from D G, after the engineers report. Prompt options for replacement, though if I wanted to upgrade the cost was too expensive considering I'd paid monthly cover for 15 years. Only... See more
Company replied
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Review summary
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Reviews shaping this summary
Very easy to get new replacement fridge. Efficient process. Only issue was when choosing fridge, the options online were showing as available until the end when suddenly they were not! Eventually cho... See more
Company replied
The replacement fridge/freezer arrived safely and we are very pleased with it. The delivery guys were very rushed and did not complete the installation correctly and we had to request another visit to... See more
Company replied
Your representative,Michael, was very helpful and professional. It took a long time from the Indesit response to get to you. Obviously not your issue. On the job confirmation it states an electric coo... See more
Company replied
Company details
- Insurance Company
- Appliance Repair Service
- Boiler and Heating Service
- Machine Repair Service
- Refrigerator Repair Service
- Washer and Dryer Repair Service
About Domestic & General - UK
Written by the company
About Domestic & General UK
Written by the company
- A little bit about D&G
- We are proud to look after our customers and the appliances that keep their homes organised. We work hard to ensure that we deliver a great customer experience at every interaction, we continue to develop our digital products to enable customers to contact us in a way that works for them.
We are here to help
Response
We work hard to ensure that we deliver a great customer experience at every interaction.
We are here to help and aim to respond to your Trustpilot reviews within the hour.
Contact info
11 Worple Rd, Swan Court, Wimbledon, London, United Kingdom
- 0333 000 4966
- domesticandgeneral.com
4.2
Great
150K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from Domestic & General - UK
Hi there Joann,
Thank you for taking the time to leave this 5 star review!
We're pleased to hear how great the service from us has been!
Thank you,
Andrew
D&G Team
One of the Worst Customer Service Experiences I Have Ever Had
I have never experienced such poor aftercare from an appliance insurance company.
We paid for Domestic & General insurance expecting expert repairs and peace of mind. Instead, we endured five engineer visits, and on almost every occasion the engineer’s only advice was to switch the freezer off for 48 hours and then switch it back on again. This is not a professional repair service and certainly not what customers pay insurance premiums for.
The fault remained unresolved for months, causing our freezer to fail repeatedly. During this time, we lost over £2,000 worth of frozen food, suffered enormous inconvenience, wasted countless hours waiting for engineer appointments, and experienced unnecessary stress.
Only after the fourth or fifth failed visit did Domestic & General finally admit that the appliance could not be repaired and agreed to replace it with a like-for-like model.
Unfortunately, the problems did not end there. When I logged into the replacement portal, I was shocked to find that I was not offered a replacement tall freezer at all. Instead, the only option displayed was an under-counter fridge—a completely different appliance with nowhere near the same size, storage capacity or function. How can that possibly be considered “like for like”?
This entire process has demonstrated poor fault diagnosis, repeated ineffective repairs, unacceptable delays, and a replacement service that fails to honour what was promised.
Domestic & General should seriously review the quality of its repair process and replacement scheme. Customers pay for insurance to receive prompt, competent repairs or an appropriate replacement—not repeated visits with the same ineffective advice, substantial financial losses, and an unsuitable replacement offer.
Based on my experience, I cannot recommend Domestic & General. I sincerely hope no other customer has to go through the same frustrating and costly ordeal.
The overseas call centre staff are night mare unable to understand our living standards speak like broken ALEXA !
24 July 2026
Reply from Domestic & General - UK
Hi Ian.
Thank you for taking the time to leave us a review.
We are very sorry to hear about the experience that you have had with us. When a repair is carried out, we always aim to work on a first-fix basis, this cannot always be possible and further visits may be required and further breakdowns may be experienced. We do appreciate that this is not ideal and we sincerely apologise for the inconvenience this has caused.
When a replacement is to be arranged, we always aim to provide options with similar specifications to the original appliance, this is dependant on appliance availability and there can be differences between the models. We understand that your appliances are very important and that it is very important that you receive the replacement appliance that is suitable for you.
We really appreciate you bringing this to our attention, and your feedback will be taken on board with a view to improve the services that we provide. If this remains unresolved, so that we can investigate this matter further and better advise you, please send your full name and full address to hello@domesticandgeneral.com stating that you have left a review with a description of the issue and a copy of your review.
We appreciate the feedback.
Thank you,
Ben
D&G Team
Reply from Domestic & General - UK
Hi there,
Thank you for taking the time to leave this 5 star review!
We're pleased to hear how great the service provided has been!
Thank you,
Andrew
D&G Team
Reply from Domestic & General - UK
Hi there,
Thank you for taking the time to leave this review!
We're pleased to hear how great the attending engineer was in getting the issue resolved!
Thank you,
Andrew
D&G Team
Very good and attentive
Advisor was very helpful and understanding. Immediately wanted to know about my circumstances and how she could improve the service for me
5 August 2026
Reply from Domestic & General - UK
Hi Cindy,
Thanks for taking the time to rate us so highly, we really appreciate it!
We're pleased to hear how helpful and understanding our advisor was.
Should you need us again, we'll be more than happy to help!
Thank you,
Sam
D&G Team
A seamless experience
A seamless experience. Couldn’t fault the process. Very helpful and so pleased with my new washing machine.
31 July 2026
Reply from Domestic & General - UK
Hi David,
Thank you for sharing such a great review!
We're really pleased to hear how impressed you are with the service you received.
Should you need us again, we'll be more than happy to help!
Thank you,
Sam
D&G Team
Lady was so very cheerful be…
Lady was so very cheerful seamed to be happy to talk about the fact that I had 3 items to insure She was first rate & very easy to understand
5 August 2026
Reply from Domestic & General - UK
Hi Colin,
Thanks for taking the time to share your 5 star review!
We're pleased to hear that you are impressed with the service you received.
Should you need us again, we'll be more than happy to help!
Thank you,
Sam
D&G Team
Easy to order
Easy to order, fast delivery. Very helpful delivery guys. Very satisfactory!!
2 August 2026
Reply from Domestic & General - UK
Hi,
Thanks for taking the time to share your 5 star review!
We're pleased to hear that you are impressed with the fast delivery service you received.
Should you need us again, we'll be more than happy to help!
Thank you,
Sam
D&G Team
I have needed an engineer yo visit…
I have needed an engineer yo visit several times for the same problem with my dishwasher over the last 2 months. However. The same engineer. Aaron has attended everytime. Aaron is professional. Polite. Friendly and knowledgeable. After trying several different things, he determined that my dishwasher was not repairable and arranged for a replacement.
Thank you. I have now ordered my replacement dishwasher.
30 July 2026
Reply from Domestic & General - UK
Hi Steffi,
Thanks for taking the time to share your 5 star review!
We're pleased to hear that. although you experienced some trouble with your appliance over the course of 2 months, it was eventually decided that we would replace your appliance instead, whilst the engineer provided a polite, friendly and knowledgeable service.
Should you need us again, we'll be more than happy to help!
Thank you,
Sam
D&G Team
Easy to report the fault
Easy to report the fault. Engineer very professional and fixed the broken part.
All in a very easy transaction
Thank you
1 July 2026
Reply from Domestic & General - UK
Hi,
Thanks for taking the time to share your 5 star review!
We're pleased to hear that you are impressed with the service you received.
Should you need us again, we'll be more than happy to help!
Thank you,
Sam
D&G Team
Reply from Domestic & General - UK
Hi David,
Thanks for taking the time to share your 5 star review!
We're pleased to hear that you are impressed with the service you received.
Should you need us again, we'll be more than happy to help!
Thank you,
Sam
D&G Team
Brilliant service 👍👍👍👍👍
10 June 2026
Reply from Domestic & General - UK
Hi Josephine,
Thanks for taking the time to rate us so highly, we really appreciate it!
We're pleased to hear that you received such a brilliant service.
Should you need us again, we'll be more than happy to help!
Thank you,
Sam
D&G Team
The experience has been terrible
The experience has been terrible. Incorrect information. Still waiting for confirmation of my new appliance which I was supposed to get an email but that had not come through. Customer service appalling. Still not convinced my appliance will be delivered or not
6 August 2026
Reply from Domestic & General - UK
Hi Julie.
Thank you for taking the time to leave us a review.
We are very sorry to hear that you have not yet had confirmation of your order. We always aim to ensure that the replacement process is as efficient as possible and we sincerely apologise for the delays that you have experienced. So that we can review this further for you, we do ask that you contact our product replacement department directly on:
Phone: 03330004970 Monday - Friday between 09:00-17:00
or
Live chat: https://www.domesticandgeneral.com/content/help-advice-section/faq/replacements
They would be happy to help.
We appreciate the feedback.
Thank you,
Ben
D&G Team
Reply from Domestic & General - UK
Hi,
Thanks for taking the time to rate us so highly, we really appreciate it!
We're pleased to hear that you received such a brilliant service.
Should you need us again, we'll be more than happy to help!
Thank you,
Sam
D&G Team
Reply from Domestic & General - UK
Hi June.
Thank you for taking the time to leave us a review.
We are very happy to learn that your repair was carried out well and efficiently, providing the most efficient service possible is very important to us. If you need us again, please don't hesitate to contact us.
We appreciate the feedback.
Thank you,
Ben
D&G Team
50 minute phone call to book an appointment!!!
I had to answer the same set of questions TWICE in a 50 minute long phone call to book an appointment. The questions included how much I paid for the appliance and where and when I purchased it! Fifty minutes of my life I won't get back. Absolutely ridiculous wate of my time,
3 August 2026
Reply from Domestic & General - UK
Hi Michael.
Thank you for taking the time to leave us a review.
We are very sorry to hear about the issues you experienced when booking your repair over the phone. When booking a repair, to increase the chances of a first-visit repair, it is very important that we get sufficient information about the appliance so that this can be provided to the repair agents. We value the feedback on this, and it will be taken on board with a view to improve the services that we provide. If you require any further assistance regarding this, please do contact us directly, we will be happy to help.
We appreciate the feedback.
Thank you,
Ben
D&G Team
Very good company
Very good company, great deals to insure items with will use again if i have anything else to insure, will
Always use this company
5 August 2026
Reply from Domestic & General - UK
Hi Nicola,
Thanks for taking the time to rate us so highly, we really appreciate it!
We're really pleased to hear how impressed you are with the service you received.
Should you need us again, we'll be more than happy to help!
Thank you,
Sam
D&G Team
Reply from Domestic & General - UK
Hi Lesley.
Thank you for taking the time to leave us a review.
It's brilliant to hear that you found us to be helpful and polite, providing excellent service is at the centre of our goals. If you need us again, please do contact us.
We appreciate the feedback.
Thank you,
Ben
D&G Team
Its very good it's spins and doesn't…
Its very good it's spins and doesn't boil my washing very happy with it thank you very much. Delivery company where very good and respectful.
3 August 2026
Reply from Domestic & General - UK
Hi Nicola,
Thanks for taking the time to rate us so highly, we really appreciate it!
We're pleased to hear how impressed you are with your replacement washing machine.
Should you need us again, we'll be more than happy to help!
Thank you,
Sam
D&G Team
I chose the one i liked and was…
I chose the one i liked and was delivered and fitted within a week. What more dan you ask for . Great job well done.
3 August 2026
Reply from Domestic & General - UK
Hi Kevin.
Thank you for taking the time to leave us a review.
We are very happy to hear that you have had a great experience with us throughout your replacement journey, we always aim to make this process as efficient as it can be. If you need us again, please don't hesitate to contact us.
We appreciate the feedback.
Thank you,
Ben
D&G Team
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