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
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Tamzin was very helpful and prompt in…
Tamzin was very helpful and prompt in responding
6 August 2026
Unprompted review
Reply from HomeShield Direct
Dear Jo
Thank you for taking the time to leave a review. We're pleased to hear that Tamzin was helpful and responded promptly.
Kind regards
Homeshield Direct Customer Services
Tazmin was very helpful
Tazmin was very helpful. Disappointing not to be covered for an item that I understood had a reoccurring policy, but was given clear and transparent information and provided with a refund. Thanks
5 August 2026
Unprompted review
Reply from HomeShield Direct
Dear Mr Ward
hank you for taking the time to share your feedback. We're pleased to hear that Tamzin was able to provide clear, transparent, and helpful support throughout your enquiry. While we're sorry that we weren't able to provide the cover you were expecting on this occasion, we're glad the plan was explained clearly and that the refund process was handled promptly.
Kind regards
Homeshield Direct Customer Services
Reply from HomeShield Direct
Dear Ricky
Thank you for taking the time to share your positive feedback. We are delighted to hear that you found our service prompt and helpful.
Kind regards
Homeshield Direct Customer Services
Won my complaint with the Dispute Resolution Ombudsman
I had an agreement with this company for years for my washing machine. The paperwork stated that if my machine could not be repaired then they would replace the machine with one that had similar specifications. When my machine eventually broke this company offered me a far less spec machine (smaller drum, inferior brand etc) and wanted additional sums of money to upgrade to one with similar specifications as mine. I bought a new machine from Curry's and complained to the Financial Ombudsman (very easy to do) and won. HomeShield Direct had to refund me the full cost of my new machine. I would not recommend this company and if you already have a plan with them then don't settle for their meagre offerings when you make a claim.
*** In response to HomeShields reply***
It might have been the Dispute Resolution Ombudsman but I think it is you that is a little confused! You told the Ombudsman that you had offered to 'supply one of the Bosch machines under the scheme' and that I turned you down. Utter rubbish!!! You never made this offer and only agreed to pay for my new machine which I had already purchased because I had taken the matter further and you did not have a leg to stand on! You wanted £195.01 to provide a machine of similar specifications to the one that I had fully covered with you. Dreadful company!!!!!!!!!
3 March 2026
Unprompted review
Reply from HomeShield Direct
Dear Nik
I think you are a little confused.
You raised a complaint with the Dispute Resolution Ombudsman not the Financial Ombudsman. They didn't make any judgement, we settled before that as a goodwill gesture.
Kind regards
Homeshield Direct Customer Services
“Lucy” has amazing customer service skills
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 greeted by “Lucy”. I was more than impressed with her ability to take my order & find me (& the retailer) a mutually convenient time for the machine to be delivered. Lucy was helpful, cheerful & extremely knowledgeable & I have no problem in saying that if the need should arise again (although I sincerely hope it won’t!), I would be delighted if it was Lucy who dealt with my inquiry as she made it all so easy! 🙌
14 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Tracey
Thank you so much for your fantastic review. We're delighted to hear that Lucy made the replacement process so smooth and straightforward for you. We're also pleased that arranging a convenient delivery was so easy. Thank you for choosing HomeShield Direct and for your recommendation. Should you ever need us again, we'll be here to help.
Kind regards
Homeshield Direct Customer Services
Reply from HomeShield Direct
Dear Nigel
Thank you for your wonderful review. We're so pleased to hear that you found our team friendly and helpful. Thank you for choosing HomeShield Direct.
Kind regards
Homeshield Direct Customer Services
I found it very easy to cancel the…
I found it very easy to cancel the policy with Homeshield Direct. I high recommend this company.
1 August 2026
Unprompted review
Reply from HomeShield Direct
Dear Mohamned
Thank you for taking the time to leave us such a positive review. We're delighted to hear that you found the cancellation process quick and straightforward. We appreciate your recommendation and your kind words
Kind regards
Homeshield Direct Customer Services
I thought i had given sufficient notice…
I thought i had given sufficient notice to terminate a standing order. However, the payment was made from my bank account. I emailed HomeShield and received a very prompt and positive reply from Tamzin. I am very happy that it is been resolved quickly and efficiently.
31 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Diane
Thank you for taking the time to share your experience. We're pleased to hear that Tamzin was able to respond promptly and resolve the issue quickly and efficiently. We understand how frustrating unexpected payments can be, and we're glad we could put things right for you.
Kind regards
Homeshield Direct Customer Services
Unwanted scam attempt
Received an unsolicited call mid afternoon. When i asked who it was I was told Homeshield Direct regarding my washing machine which was now out of warranty. I've never heard of the company and have never had any cover with them. My washing machine has been out of warranty for over 10 years. Scam merchants. Avoid.
29 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Mr Cox
I am sorry you were so upset by a such a short call from Luci, one of our friendliest agents. It's disappointing that you have made an incorrect assumption about us.
Please rest assured we do not make unsolicited calls and will not be calling you again as have no intention to upset you.
Kind regards
Homeshield Direct Customer Services
Excellent customer care
Fast pick up of phone call. Understanding of the issue and immediate action to rectify. Excellent customer support from Chelsea.
20 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Mike
Thank you for your review! We're delighted to hear that your call was answered quickly, your issue was understood, and action was taken straight away to resolve it.
We really appreciate your feedback and look forward to assisting you again in the future.
Kind regards
Homeshield Direct Customer Services
They were very quick to answer and…
They were very quick to answer and response to all questions
27 July 2026
Unprompted review
Reply from HomeShield Direct
Dear William
Thank you for your review! We're so pleased to hear that our team was quick to respond and answered all of your questions.
We appreciate you taking the time to share your experience and look forward to helping you again in the future!
Kind regards
Homeshield Direct Customer Services
Didn't have any problems
Didn't have any problems. All done straight away
27 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Margaret
Thank you for taking the time to leave us a review! We're delighted to hear everything went smoothly and was completed straight away. We appreciate your feedback and look forward to helping you again in the future.
Kind regards
Homeshield Direct Customer Services
Always answer and helpful service
Always answer and helpful service from staff. The product coverage is fantastic and would definitely recommend
24 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Belinda
Thank you for your lovely review and recommendation! We're delighted to hear that you've consistently received helpful service from our team and that you're pleased with the range of plans we provide.
We appreciate you taking the time to share your experience.
Kind regards
Homeshield Direct Customer Services
Thankyou the lady was very helpful gave…
Thankyou the lady was very helpful gave me the info I needed very polite freindly a pleasure to talk to.
24 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Christine
Thank you so much for your kind review. We're delighted to hear that our team member was able to provide the information you needed and that you found her polite, friendly, and a pleasure to speak with.
We appreciate you taking the time to share your experience.
Kind regards
Homeshield Direct Customer Services
Tamzin was very responsive and helpful
23 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Susan
Thank you for your kind review! We're delighted to hear that Tamzin was responsive and helpful throughout your experience. We appreciate you taking the time to share your experience and look forward to helping you again in the future.
Kind regards
Homeshield Direct Customer Services
Helpfulness
Tamzin was very Helpful, answering my enquiries promptly, & cancelling the transaction that I didn't authorise.
20 July 2026
Unprompted review
Chelsea was lovely
Chelsea was lovely.
Just a very nice gentle kind sounding lady who helped me with my query easily and quickly.
Thanks Chelsea
21 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Gina
Thank you so much for taking the time to leave such a kind review. We're delighted to hear that Chelsea was able to help you with your query quickly and easily.
We look forward to helping you again in the future!
Kind regards
Homeshield Direct Customer Services
Very satisfied …
Chelsea who dealt with my call was fantastic. We got cut off before the end of the call I panicked as it had taken me quite a while to get through and thought on nooo. I called again and had another wait got through to another person I didn’t have to go through everything again because he see on the account everything had been taken care of by his colleague who was Chelsea .
Very professional and very helpful .
21 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Shirley
Thank you so much for taking the time to share your experience. We're delighted to hear that Chelsea provided such fantastic service and was able to resolve everything for you, even though the call was unexpectedly disconnected.
We understand how frustrating it can be when a call cuts off after a wait, so we're pleased that everything had already been taken care of and that your follow-up call was straightforward.
Kind regards
Homeshield Direct Customer Services
First Class Customer Service
20 July 2026
Unprompted review
Reply from HomeShield Direct
Dear John
Thank you very much for taking the time to leave us such a positive review. We're delighted to hear that you had a great experience with us.
Kind regards
Homeshield Direct Customer Services
Great customer service call
I spoke to Filipa in customer services and she was incredibly understanding and helpful. I would like to say a big thank you to her!! She has also done exactly what she said she would!!!
20 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Vanessa
Thank you so much for your wonderful feedback! We're thrilled to hear that Filipa provided such understanding and helpful service, and that she followed through on everything she promised.
We really appreciate you taking the time to share your experience and look forward to assisting you again in the future.
Kind regards
Homeshield Direct Customer Services
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