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
Company replied
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Review summary
Created with AI, based on recent reviews
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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 58% of negative reviews
Typically replies within 1 week
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Helpful and they explain things clearly
Helpful and they explain things clearly
11 September 2026
Unprompted review
Reply from HomeShield Direct
Dear Megan
Thank you for your lovely feedback! We’re delighted to hear that you found our team helpful and that they explained everything clearly. We really appreciate you taking the time to share your experience.
Kind regards
Homeshield Direct Customer Services
Quick, efficient help
I needed help with an odd request (elderly relative, policy holder experiencing difficulties), but Tamzin really gave quick, efficient help.
9 September 2026
Unprompted review
Reply from HomeShield Direct
Dear P Gee
Thank you for your kind review. We’re so pleased to hear that Tamzin was able to provide quick and efficient support, especially given the circumstances. Thank you for taking the time to share your experience with us.
Kind regards
Homeshield Direct Customer Services
I spoke to Chelsea this morning and she…
I spoke to Chelsea this morning and she was very helpful, also very polite and made me feel at ease. She is a credit to your company. Thank you
10 September 2026
Unprompted review
Reply from HomeShield Direct
Dear John
Thank you for taking the time to share your positive feedback. We are delighted to hear that Chelsea provided you with such a helpful, courteous and reassuring service.
Kind regards
Homeshield Direct Customer Services
Friendly and polite approach
Friendly and polite approach, answered the related questions and offered a good deal!
Thank you Lucy :)
7 September 2026
Unprompted review
Reply from HomeShield Direct
Dear Fauzia
Thank you so much for your lovely review! We’re delighted to hear that Lucy was friendly, polite and able to answer all your questions while finding you a great deal. We’ll be sure to pass your kind words on to her. Thanks again! 😊
Kind regards
Homeshield Direct Customer Services
Tamzin was extremely helpful
Tamzin was extremely helpful, dealt with my enquiry quickly.
Overall experience was brilliant
7 September 2026
Unprompted review
Reply from HomeShield Direct
Dear Vicki
Thank you for taking the time to leave such lovely feedback! We’re delighted to hear that Tamzin was able to assist you quickly and made your experience a brilliant one.
Kind regards
Homeshield Direct Customer Services
Lauren - exceeded expectations
Lauren was way above average and very competent and professional. She got the job done well!
3 September 2026
Unprompted review
Reply from HomeShield Direct
Dear Karen
Thank you so much for your review! We’re delighted to hear that Lauren provided such a professional and competent service and got the job done to a high standard.
Kind regards
Homeshield Direct Customer Services
I spoke with Lucy
I spoke with Lucy on the phone. I had a query about what I had insured with you, she was very personable yet professional, she answered all my questions and also supplied me with a list of agreements. Everything I needed and wanted to know in one place. Excellent customer service I will be coming back with more business. In the fiture as needs be.
5 August 2026
Unprompted review
Reply from HomeShield Direct
Thank you so much for your fantastic review! We’re delighted to hear that Lucy was able to assist you and provide clear, helpful answers to all your questions. It’s great to know that you found her personable and professional, and that the list of agreements gave you everything you needed in one place.
Kind regards
Homeshield Direct Customer Services
Great customer service from a lady…
Great customer service from a lady called phillipa my query was quickly resolved. Thanks
25 August 2026
Unprompted review
Reply from HomeShield Direct
Dear Marie
Thank you so much for your review! We’re delighted to hear that Phillipa was able to resolve your query quickly and provide great customer service.
Kind regards
Homeshield Direct Customer Services
Great customer service from Lauren.
I was helped today by a lovely lady named Lauren. Sadly my poor washing machine is beyond repair and Lauren took the time to explain options that were available to me to get a new machine delivered. She was so kind and helpful and I was so pleased to receive such lovely customer service from her.
Many thanks Lauren. 😊
18 August 2026
Unprompted review
Reply from HomeShield Direct
Dear Erica
Thank you so much for your lovely review! 😊 We’re delighted to hear that Lauren was able to help and took the time to explain the options available to you. We’re sorry your washing machine couldn’t be repaired, but we’re pleased Lauren could make the process of finding a replacement a little easier.
Kind regards
Homeshield Direct Customer Services
Spoke to Lauren who was very helpful…
Spoke to Lauren who was very helpful and dealt and solved my problem with ease. Thank you Lauren 😊
17 August 2026
Unprompted review
Reply from HomeShield Direct
Dear Paula
Thank you so much for your lovely review! 😊 We’re delighted to hear that Lauren was able to help resolve your issue quickly and with ease. We’ll be sure to pass your kind feedback on to her. Thanks again for taking the time to share your experience! ⭐
Kind regards
Homeshield Direct Customer Services
Reply from HomeShield Direct
Dear Mr Fraser
Thank you for your lovely review! We’re so pleased to hear you received excellent service from Lauren. We appreciate you taking the time to share your experience!
Kind regards
Homeshield Direct Customer Services
Had a great experience with a fast…
Had a great experience with a fast resolution to the issue I had with my tv. No nonsense and paid straight away. Couldn’t ask for more
13 August 2026
Unprompted review
Reply from HomeShield Direct
Dear Peter
Thank you so much for your review! We’re delighted to hear that we were able to resolve the issue with your TV quickly and smoothly. It’s great to know you found the process straightforward and received your payment promptly. We appreciate your feedback!
Kind regards
Homeshield Direct Customer Services
Had a random call from Homeshield…
Had a random call from Homeshield saying my policy had expired on my washing machine and they would like to put new documents in the post, after I paid up I assume. To my knowledge I’ve never had a policy with them on either my old or present new washing machine. This specific tactic—cold-calling people, perhaps older people, out of the blue and claiming an existing policy has expired—appears to be a deceptive and predatory sales method and I don’t think would be conducted by a reputable insurance company. There are more reviews highlighting this practice on the Google reviews site but strangely fewer on Trust Pilot.
12 August 2026
Unprompted review
Reply from HomeShield Direct
Dear Nancy
We’re sorry to hear about your experience. However, we’d like to clarify that HomeShield Direct does not make unsolicited cold calls or claim that someone has an existing policy with us when they do not.
I have listened to the 38 second call you had with our agent and at no point was it said that your policy had expired. We asked about your manufacturers warranty.
We can therefore reassure you, and confirm that we are a reputable company with thousands of satisfied customers.
Kind regards
Homeshield Direct Customer Services
Filipa was helpful and friendly Thank…
Filipa was helpful and friendly Thank you.
13 August 2026
Unprompted review
Reply from HomeShield Direct
Dear Julie
Thank you for your kind review! We’re so pleased to hear that Filipa was helpful and friendly. We’ll be sure to pass your lovely feedback on to her. 😊
Kind regards
Homeshield Direct Customer Services
Very helpful and polite
Very helpful and polite, done exactly what I needed ,thank you
13 August 2026
Unprompted review
Reply from HomeShield Direct
Dear Alfy
Thank you so much for your lovely review! We’re delighted to hear that you found our service helpful and polite, and that we were able to provide exactly what you needed.
Kind regards
Homeshield Direct Customer Services
Tamzin responded to my query promptly…
Tamzin responded to my query promptly and efficiently, excellent service.
10 August 2026
Unprompted review
Reply from HomeShield Direct
Dear Alison
Thank you so much for your kind review! We’re delighted to hear that Tamzin was able to respond promptly and efficiently and provide you with excellent service.
Kind regards
Homeshield Direct Customer Services
Awful experience with this company
Awful experience with this company. I had paid for cover with them for years, but unfortunately the service I received was extremely disappointing.
They would regularly call me out of the blue, telling me I had been given a “discount”. However, I would then realise when my next direct debit was taken that I was actually paying more than before. The calls felt very much like sales calls, and the people I spoke to were often extremely pushy. They spoke very quickly, which made the conversations confusing and difficult to follow.
During these calls, I repeatedly asked them to go through exactly what my policy covered. This was never done. On one occasion, I specifically asked for an email outlining my cover and what was included. I was told this would be sent to me, but I never received it.
The first time I actually needed to make use of the cover and asked for someone to come out to look at one of my white goods, I was simply told that the cover had “expired”. I disagreed and asked for an explanation, but the person I spoke to just repeatedly said that it had expired without providing any further information.
I then asked to speak to a senior member of staff, but was refused. I asked to be put through to the complaints department and was again refused. I was simply told that I could write to them instead.
Overall, I found the staff extremely rude and the customer service very poor. After paying for cover for years, I expected much better service and transparency. I will never use this company again and would not recommend them to others.
20 July 2026
Unprompted review
Brilliant
Tazmin was wonderful, very helpful and replied to me promptly. Thanks
5 August 2026
Unprompted review
Reply from HomeShield Direct
Dear Marie
Thank you for taking the time to leave a review. It's great to hear that Tamzin was so helpful and quick to respond. We'll be sure to pass your feedback on to her.
Kind regards
Homeshield Direct Customer Services
Chelsea made it all an easy process and…
Chelsea made it all an easy process and followed up as promised during the call...fantastic service all around!
6 August 2026
Unprompted review
Reply from HomeShield Direct
Dear Malvern
Thank you for your review. We're pleased to hear Chelsea made the process straightforward and you had such a fantastic service all round.
We appreciate you taking the time to share your experience.
Kind regards
Homeshield Direct Customer Services
Very polite helpful and very good with…
Very polite helpful and very good with all the information
6 August 2026
Unprompted review
Reply from HomeShield Direct
Dear Lyn
Thank you for your review. We're pleased to hear you found our team polite, helpful, and informative. We appreciate you taking the time to share your experience, and we're glad we could help.
Kind regards
Homeshield Direct Customer Services
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