Q: How do I request a repair?

Log in to My Account . If you don't have an account, it's easy to create an account . Usually, we'll approve your repair straightaway, so you can quickly book an engineer for a time that suits you. We take care of any costs directly with the repairer, so you don’t need to worry about any bills landing on the doormat.

Question 1

How do I request a repair?

Accepted Answer

Log in to My Account. If you don't have an account, it's easy to create an account.

Usually, we'll approve your repair straightaway, so you can quickly book an engineer for a time that suits you. We take care of any costs directly with the repairer, so you don’t need to worry about any bills landing on the doormat.

Question 2

Where can I find my plan or policy number?

Accepted Answer

You'll find your plan or policy number on your documents. It's usually located on the right-hand side, as shown below. You may have received an email or SMS from us confirming your purchase which also contains your plan/policy number.

If you don’t have these to hand you can view/download your policy documents online in My Account. If you do not have an account, it's easy to create an account.

Question 3

My plan number isn't recognised

Accepted Answer

Your plan or policy number will always be made up of 2 or 3 characters (a combination of letters and numbers) followed by 7 numbers.

Like this: B1C1234567

If you enter a plan or policy number that matches your documentation, but it still isn’t recognised, there are a few things you can try:

Make sure the address you've entered exactly matches the address on your plan or policy (including any spaces in your postcode).
Check the letters and numbers are correct. The numbers 0, 1, and 5 can easily be mistaken for the letters O, l (lowercase L), I (capital i), and S.
If your plan or policy number starts with an ‘A’, try leaving it out.

Question 4

What happens if my appliance can’t be repaired?

Accepted Answer

If we think your appliance is beyond repair, we'll replace it with one that has the same or similar specifications.

If we were recently unable to fix your appliance, we’ll be in touch soon to let you know what the next steps are.

If we replace your appliance, you might need to pay delivery and installation fees (plus any remaining plan payments). Check your plan terms and conditions for more information.

Here’s a step-by-step guide on how to order a replacement. We’ve also got a helpful live chat facility, which you can use to ask any other questions. You'll find the live chat icon on the bottom right of that page.

Question 5

Can I fix my appliance myself without an engineer?

Accepted Answer

Possibly. Sometimes, if it’s only a minor issue, you might be able to fix it yourself. Take a look at our blog, which is full of info and tips on getting the most out of your appliances. And always remember to check the manufacturer’s guide.

If you can’t find the answers you need, it’s probably time to call an expert engineer.

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