I recently had to choose a new washing machine & once I’d made my choice I was then to phone Homeshield Direct to inform them of my choice. The phone barely rang & upon it being answered, I was greete... See more
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Review summary
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Reviews shaping this summary
Had a call today regards washing machine cover. Lucinia was an excellent sales person. Explained everything in a very precise manner, no pushiness whatsoever. It made sense to me to take cover with Ho... See more
Company replied
Filipa was amazing, she handled my case in a friendly and professional manner. I was amazed that such helpfulness even existed any more. 120%. Thank you very much. Kind regards. Eric Gilbert.
I received genuinely polite and friendly service throughout my experience. Everything was handled in a timely manner, and the communication was clear at every stage. I felt well‑guided and fully infor... See more
Company replied
Company details
Written by the company
We’re here to help! If you have an appliance breakdown, HomeShield Direct are here to get you back up and running as soon as possible with a network of qualified and registered engineers across the country. HomeShield Direct plans offer unlimited repairs with manufacturer-approved parts, and a brand-new replacement if your appliance can't be fixed. Talk to a real, UK-based staff member today to learn how HomeShield Direct can help you rest easier knowing your appliances are protected.
HomeShield Direct
Written by the company
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- We have a commitment to our customers and strive for best practice in customer service, if you are on Trustpilot because this hasn't been the case then we would suggest following our complaints procedure. --- We have chose to be a part of The Consumer Ombudsman to allow customers a chance to appeal our decisions if we don't get it right.
Contact info
4.6
Excellent
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 56% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from HomeShield Direct
Dear Jeff
Thank you for taking the time to leave us a review. We're delighted to hear that Filipa was able to help and made the process straightforward for you.
We appreciate your feedback and look forward to assisting you again in the future.
Kind regards
Homeshield Direct Customer Services
So very helpful
So very helpful, and also not trying to resell anything to myself. Top marks from me
18 June 2026
Unprompted review
Reply from HomeShield Direct
Dear Michael
Thank you for your fantastic review. We're so pleased to hear that you found our team helpful and that you felt supported throughout your experience. We believe in providing honest advice tailored to our customers' needs, without any unnecessary sales pressure, so it's wonderful to know this came across. Your kind words and top marks are greatly appreciated.
Kind regards
Homeshield Direct Customer Services
The lady who I spoke to on the phone…
The lady who I spoke to on the phone was very helpful and I was grateful for her understanding of the situation.
17 June 2026
Unprompted review
Reply from HomeShield Direct
Dear Malcom
Thank you for taking the time to leave this review. We're delighted to hear that the member of our team was able to help and show understanding during your situation
Kind regards
Homeshield Direct Customer Services
Lucy was absolutely brilliant at…
Lucy was absolutely brilliant at explaining everything. Very well, mannered. Very polite and informative.\n Absolutely, brilliant. Experience.
15 June 2026
Unprompted review
Reply from HomeShield Direct
Dear Mr Lever
Thank you for your wonderful feedback.
We're delighted to hear that Lucy provided such a brilliant experience. It's great to know that she was polite, professional, and took the time to explain everything clearly and informatively.
Kind regards
Homeshield Direct Customer Services
Speedy resolution to problem
I called the company regarding a new direct debit on my account that had been running for a few months and it transpired that I had taken out a new appliance policy during a phone call. When I disputed this and said that I thought I was just renewing my existing policy, the matter was quickly resolved and a refund agreed.
13 June 2026
Unprompted review
Reply from HomeShield Direct
Dear Mrs King
Thank you for taking the time to share your experience.
We're pleased that, after discussing your concerns with our team, we were able to quickly clarify the situation and reach a resolution that you were happy with.
If you have any further questions or need any assistance in the future, please don't hesitate to get in touch.
Kind regards
Homeshield Direct Customer Services
quick response
Tamzin is always great to deal with. Issues dealt with promptly and politely.
10 June 2026
Unprompted review
Reply from HomeShield Direct
Dear Phil
Thank you for taking the time to leave your feedback.
We are delighted to hear that you have had a positive experience with Tamzin. It is great to hear that your issues were resolved promptly and to your satisfaction.
Kind regards
Homeshield Direct Customer Services
Appliance insurance scam
Taking 3 lots of DD for plans I didn’t even know I had I have never agreed to any of them I rang them girl offered to cancel them and not charge me an admin fee be careful when buying any appliance they will circle like sharks
10 June 2026
Unprompted review
Reply from HomeShield Direct
Dear Gill
Thank you for your feedback.
We're sorry to hear that you're unhappy with your experience. Having reviewed our records, we can confirm that the plans were discussed in full and agreed to before they were set up. We always aim to ensure customers understand the details of any service or agreement before proceeding.
We can also confirm that when you contacted us, we arranged for the plans to immediately be cancelled. We never charge exit fees to any of our customers.
Kind regards
Homeshield Direct Customer Services
Ms Tamxin
Ms. Tamzin consistently demonstrated exceptional politeness, extensive knowledge, and profound respect. Her performance exceeded all expectations.
5 June 2026
Unprompted review
Reply from HomeShield Direct
Dear Melissa
Thank you for your wonderful feedback. We are delighted to hear about your positive experience with Tamzin. She takes great pride in providing knowledgeable, respectful, and professional service.
Kind regards
Homeshield Direct Customer Services
Reply from HomeShield Direct
Dear Georgia
Thank you for your feedback.
We are pleased to hear that you found the service helpful and that the colleague you spoke with came across as positive and approachable. Providing clear, supportive assistance in a friendly manner is central to the service we aim to deliver.
We appreciate you taking the time to share your experience and thank you for choosing Homeshield Direct.
Kind regards
Homeshield Direct Customer Services
Lauren was very efficient and patient
Lauren was very efficient and patient, everything achieved in under five minutes!
4 June 2026
Unprompted review
Reply from HomeShield Direct
Dear Lindsay
Thank you for your kind feedback!
We are very pleased to hear that Lauren provided you with an efficient and patient service, and that your request was completed so promptly.
We appreciate you taking the time to share your experience and will ensure your comments are passed on to Lauren.
Kind regards
Homeshield Direct Customer Services
Her customer skills very good
Her customer skills very good, put me at ease, and dealt with my request to my satisfaction.
3 June 2026
Unprompted review
Reply from HomeShield Direct
Dear Mary
Dear Customer,
Thank you for taking the time to leave a review and share your experience.
We are delighted to hear that the service you received was both reassuring and professional, and that your request was handled to your satisfaction.
Kind regards
Homeshield Direct Customer Services
Chelsea Leigh Waller was not only…
Chelsea Leigh Waller was not only polite and kind she was professional and replied to me with in 10 minutes with a confirmed email. I thank you My contract was satisfactory cancelled.
2 June 2026
Unprompted review
Reply from HomeShield Direct
Dear Vicky
Thank you for taking the time to share your feedback. We are delighted to hear that Chelsea provided you with such polite, professional, and efficient service.
Kind regards
Homeshield Direct Customer Services
Lauren was great to speak to when…
Lauren was great to speak to when choosing which items to cover she was very considerate and spent ample time explaining things to make sure I understood all in regards to the policy and I received a great service and have saved a substantial amount moving over to Homesheild Direct from my previous insurer. Was very happy with the service I received setting up my policy.
29 May 2026
Unprompted review
Reply from HomeShield Direct
Dear Claire
Thank you for taking the time to leave such a wonderful review.
We are delighted to hear that Lauren provided such excellent service and took the time to explain everything clearly, helping you choose the right level of protection for your needs It's especially pleasing to know that you felt well informed throughout the process and that switching to Homeshield Direct has resulted in significant savings.
Kind regards
Homeshield Direct Customer Services
After 8 year of paying plan ..No replacement
After 8 year o paying plan ..I cancel by bank my direct debit due to move at the end of the month.. Next payment due was supposed to be on 23 June..I think I was still under protection..but they said no...
So I am very upset
Not recommended
2 June 2026
Unprompted review
Reply from HomeShield Direct
Dear Marinela
We are sorry to hear that you are disappointed with your experience.
Having reviewed our records, it appears that your plan was cancelled due to you cancelling your payments, which resulted in your protection plan ending . As a result, a plan was not in force at the time of your claim.
Kind regards
Homeshield Direct Customer Services
Reply from HomeShield Direct
Dear Tony
Thank you for your review. We're pleased to hear that your experience was both positive and efficient. We appreciate your feedback and thank you for choosing our service.
Kind regards
Homeshield Direct Customer Services
When dealing with my query I found…
When dealing with my query I found Chelsea very helpful and dealt with me in a professional manner and sorted it out quickly
1 June 2026
Unprompted review
Reply from HomeShield Direct
Dear Colin
Thank you for your review. We're pleased to hear that Chelsea was able to assist with your query and resolve the matter promptly. We appreciate you taking the time to share your feedback and will pass your comments on to her.
Kind regards
Homeshield Direct Customer Services
I emailed the info address on website…
I emailed the info address on website and got a quick response for a lady called tamzin and shes sorted my problem without any hesitation
29 May 2026
Unprompted review
Reply from HomeShield Direct
Dear Martin
Thank you for taking the time to leave such positive feedback. We are pleased to hear that your enquiry was responded to promptly and that Tamzin was able to resolve your issue quickly and efficiently.
Kind regards
Homeshield Direct Customer Service
nice lady very polite and friendly
nice lady very polite and friendly. carried out her task
very effeciently. thank you.
28 May 2026
Unprompted review
Reply from HomeShield Direct
Dear G Mills
Thank you for taking the time to leave such positive feedback. We are very pleased to hear that you found our staff member polite, friendly, and efficient in carrying out the service provided.
Kind regards
Homeshield Direct Customer Services
Giid advice given
I was very happy 6o try out the adbice I was given by Ellie Elis from HomeShield, Something had halppened to my freezer but following advice from Ellie my freezer is now working perfect. Thank you Ellie and Homeshield.
28 May 2026
Unprompted review
Reply from HomeShield Direct
Thank you for taking the time to leave such lovely feedback. We’re so pleased to hear that the advice Ellie provided helped get your freezer working perfectly again.
Thank you again for choosing HomeShield Direct.
Kind regards
Homeshield Direct Customer Services
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