Domestic & General - UK Reviews 

An engineer came to fix my timer on the oven, left me with blown electrics & my cooker broken

I have used Domestic & General for many years and been very happy with them. So when I decided to buy a new oven I had no reason to not get it insured by them.

Great the men that came were very good and it was tbe best repair had done got my washing machine to carry on working after 20yearrs

Firstly the man I spoke to had time for me & explained it all perfectly 👌 I got everything he said & wanted, great job thanks

Domestic and general were great shame I can't say the same for AO.
Have spent this morning phoning round to get someone to come and balance the machine and level it. Now having to wait till Tuesday for someone from AO to come and sort it out.
The two men that came out didn't seem seem to be bothered and couldn't wait to leave.

I was introduced to Domestic & General through Argos when buying my sixth Xbox controller after repeated faults. At £2.99 per month, the insurance seemed sensible.

Eventually my controller developed stick drift. It was still relatively new and in immaculate condition. I bought another controller and insured that one too, so I had something to use while the first was being repaired.

This is where I made my mistake. When my original controller came back from its first repair for stick drift, I didn't test it. I put it back in the box and carried on using my backup.

Some time later my backup ran out of battery mid-session. I swapped to the repaired controller and immediately noticed it was no longer in the immaculate condition I had sent it in. The rubber had been damaged.

I contacted Domestic & General straight away and explained exactly what had happened, believing it was all properly recorded on that call. The controller was collected a second time so the damage could be investigated.

When it came back, I was told no fault had been found and the damaged rubber was simply "wear and tear." That was frustrating, because I wasn't returning it for wear and tear. I believed the damage had been caused during the first repair. It simply wasn't there before the controller went to the engineer.

I contacted them again, explaining this was still the issue and asking for it to be investigated properly. The controller was sent away a third time. The outcome was the same, even though my complaint had always been that the damage occurred during the original repair.

Their investigation concerned me. The reasoning referred only to the later repair attempts and ignored the very first repair, which is where I believe the damage actually occurred. No matter how clearly I explained the timeline, I felt like I was hitting a brick wall.

I followed their complaints process in full before taking the matter to the Financial Ombudsman Service. During that process, Domestic & General supplied documentation covering only the later repairs and the engineer's notes from those occasions.

What I know for certain is that one record relates to my second repair, dated 10 March 2026, because that date appears in the documentation they provided. What I cannot say for certain is the date of the original repair, as I no longer have those records. But that first repair is where I believe the damage occurred, and I was disappointed that no documentation of it was included in the material they relied upon. Without that earlier part of the timeline, I felt the full history of my complaint was never properly considered.

The whole process lasted many months. Eventually I decided to stop fighting and accept the loss.

Afterwards I contacted Domestic & General to cancel my policy. The retention adviser asked why I wanted to leave. I explained I had already been through the entire complaints process and made my decision. Instead of simply processing the cancellation, she began reading a scripted retention statement explaining everything I would lose if I cancelled.

I stopped her. I told her, firmly, to stop reading the script, because my decision had already been made. I wasn't asking for advice or trying to negotiate. I simply wanted my policy cancelled. She said she had to read it because they were FCA compliant, and that company policy prevented her from cancelling until it was completed.

I asked which FCA regulation or which company policy required this. She couldn't identify either, and simply repeated that it was company policy.

I then asked to speak to a manager. After a short hold, she returned and told me she had now been authorised to cancel my policy immediately, despite previously saying it could not be done until the script had been completed. The conversation ended with the words, "We were only trying to help you."

That final interaction summed up my experience with Domestic & General. Rather than feeling listened to, I felt I was repeatedly met with process, scripts and obstacles instead of genuine customer service.

One positive has come from it. I now photograph every item before sending it for repair and keep copies of every piece of correspondence. If anyone from Domestic & General, the Financial Ombudsman Service, or anyone reading this would like to see photographs of the controller to judge its condition for themselves, I am more than happy to provide them.

Based entirely on my own experience, I cannot recommend Domestic & General. Every company will have customers with positive experiences, and this review reflects only mine. But this was, without question, the worst customer service experience I have ever had.

Very good 10/7/26

Easy to book repair
Repairman turned up at alloted time
Friendly and courteous
Job done

very help full

Friday 3 July, fortunately walked into kitchen to find sound of electrical arcing, acrid smell of burning and smoke pouring from our old dishwasher. isolated before kitchen burnt down.
D&G subcontract engineer attended, control pcb burnt out, he deemed not worth repairing and recommended be written off, part obsolete.
D&G over ruled the engineer, emailed to say part was obtainable and appliance was repairable.
As a retired engineer I disputed this by phone and email, asking several questions in view of the appliance age (15 years). Their operative told me to contact the repair agent until I pointed out my contract is with D&G, not a 3rd party repair agent. D&G acknowledged my email, saying it had been added to the case notes.
Heard nothing for a week so phoned again, was put through to D&G Complaints but had to hang up as person's first language was not English and unable to understand her.
Called back and spoke to a very helpful D&G Customer Service person who put me on hold while she rang the repair agent directly. Came back on to say repair agent agreed appliance was not worth repairing and this information would be immediately passed to D&G Complaints. Then called D&G Complaints who said had no knowledge of my email, despite previously acknowledging receipt of it and said appliance would still be repaired. Virtually called me a liar for stating what I had been told by the Customer Service agent. 90 minutes on the phone, 4 calls, no further forward.
Later that afternoon get a call from the repair agent to say D&G had written off the dishwasher!!!!
Note that the first information about this came from the repair agent, not D&G. Confirmation email from D&G received some hours later.
So, 2 weeks on from the initial breakdown D&G agree a 15 year old appliance will be written off after continually claiming it was repairable.
This is how D&G treat a 79 year old pensioner, they were aware of my age.
Appalling "customer service". Do not use.

2 weeks to replace an integrated fridge freezer is unacceptable. First replacement wouldn't fit because of different door split. When replacement was ordered the weblink confirmed that it was compatible. It took a 45 minute phone call G&D to cancel order and reset the weblink. Reordered and crossed fingers. AOL provided a first class delivery, fitting and recycling service.

They were very helpful and talked me through everything that I would be getting and called me the next day to arrange my appointment for my machine to be fixed I was very impressed big thumbs up from me

Offered suitable replacement and delivered promptly

I've had 3 engineers out and my washing machine is still broken. But they don't care I have disabled children and no clean clothes. And I'm still being told there's nothing they can do.

Am okay with everything I ask for thanks

The appointment date was changed twice.

Easy to book appointment,
Engineer was really good, good communication.

Arrived punctually.
Explained safety issues.
Polite

Sorted the problem out very promptly

Every thing was done has I was told delivery person was very nice knew what he on about