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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
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
- Let us make it right!
- 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.
Very helpful in cancelling my (TV) and…
Very helpful in cancelling my (TV) and getting the engineers to phone me back at my washing machine
14 May 2026
Unprompted review
Reply from HomeShield Direct
Thank you for your review. We are pleased to hear that our team was helpful in arranging the cancellation of your TV cover and in assisting with contact from the engineers regarding your washing machine.
We appreciate you taking the time to share your experience and are glad we could be of assistance.
Kind regards
Homeshield Direct Customer Services
Polite.
Lauren dealt with my problem very quickly and efficiently. Great service.
13 May 2026
Unprompted review
Reply from HomeShield Direct
Dear Heather
Thank you for your review. We are pleased to hear that Lauren resolved your issue quickly and efficiently, and that you were satisfied with the service provided. Your feedback is greatly appreciated, and we will ensure your comments are passed on to her.
Kind regards
Homeshield Direct Customer Services
Tamzin was really helpful and provided…
Tamzin was really helpful and provided a good customer service.
13 May 2026
Unprompted review
Reply from HomeShield Direct
Dear Femi
Thank you for your kind review. We’re delighted to hear that Tamzin was really helpful and provided you with great customer service. We’ll be sure to share your feedback with her.
We really appreciate you taking the time to leave us a review.
Kind regards
Homeshield Direct Customer Services
The offer was fair,as we wanted a…
The offer was fair,as we wanted a bigger machine the BACS transfer was dealt with no fuss and promptly,Owen was very good.
1 March 2026
Unprompted review
Reply from HomeShield Direct
Dear John
Thank you for taking the time to leave us a review. We’re pleased to hear you were happy with the offer and that the BACS transfer was handled promptly and without any fuss.
It’s great to know Owen provided you with excellent service throughout the process. We’ll be sure to pass on your kind feedback to him.
Kind regards
Homeshield Direct Customer Services
Lauren was a lovely woman who spoke to…
Lauren was a lovely woman who spoke to me so polite and helped me cancel my direct debit straight away, many thanks to you Lauren
12 May 2026
Unprompted review
Reply from HomeShield Direct
Dear Jayde
Thank you for your lovely review. We’re so pleased to hear that Lauren was polite, helpful, and able to assist you quickly with cancelling your direct debit.
Many thanks again for taking the time to share your experience.
Kind regards
Homeshield Direct Customer Services
Harry is the best customer advisor
Harry is the best customer advisor, he is a credit to the company, iv renewed my warranty and I’m pleased I did
12 May 2026
Unprompted review
Reply from HomeShield Direct
Dear Cherelle
Thank you so much for taking the time to leave us a review. We’re delighted to hear that Harry provided such excellent service. We’ll be sure to pass your feedback on to him.
If you ever need any assistance in the future, we’re always here to help.
Kind regards
Homeshield Direct Customer Services
The young lady I spoke to was amazing…
The young lady I spoke to was amazing happy and cheerful. Explained everything so straightforward.
8 May 2026
Unprompted review
Reply from HomeShield Direct
Dear Christine
Thank you for your wonderful feedback. We are delighted to hear that the member of our team you spoke with provided such a positive experience and explained everything clearly and professionally.
Kind regards
Homeshield Direct Customer Services
Great service
Great service, I asked to cancel my policy until further notice which they did. They also refunded me £9.90 as good will gesture which was great. Thank you Tamzin for your help and understanding .
5 May 2026
Unprompted review
Reply from HomeShield Direct
Dear Michelle
Thank you for taking the time to leave such positive feedback. We are delighted to hear that Tamzin was able to assist you with your policy cancellation request in a professional and understanding manner.
Thank you once again for your valued feedback, and we wish you all the very best for the future.
Kind regards
Homeshield Direct Customer Services
I don’t even have this iv never have…
I don’t even have this iv never have and I keep getting direct debits set up and telling them I’m not even with you and it happens over 6 times a year I don’t even no how they got my details as I’m with D&G and all have have
30 April 2026
Unprompted review
Reply from HomeShield Direct
Dear Bobbie
Thank you for your review. We’re sorry to hear about your concerns.
We’ve carefully looked into the details provided, and at this time we haven’t been able to locate any account or record that matches the information in your review. This suggests there may be a misunderstanding or that our company has been referenced in error, as we never retry Direct Debits 6 times a year.
We take feedback seriously and would genuinely like to help resolve this. If you believe this relates to us, please contact our team directly at info@homeshielddirect.co.uk with any additional information (such as a reference number or further details), and we’ll be happy to investigate further.
Kind regards
Homeshield Direct Customer Services
Tazmin was extremely helpful and delt…
Tazmin was extremely helpful and delt with my request very efficiently
28 April 2026
Unprompted review
Reply from HomeShield Direct
Dear Alan
Thank you for your positive feedback. We are delighted to hear that Tazmin was able to assist you effectively and handle your request with efficiency.
Should you require any further assistance, please do not hesitate to contact us.
Kind regards
Homeshield Direct Customer Services
What a terrible experience
What a terrible experience. They are so pushy. They only care about getting you to agree to pay a subscription. I asked if they could send me the paperwork first so I can check through it and then decide but they said I have to pay first before then send anything out. Just horrible sales and tactics.
27 April 2026
Unprompted review
Reply from HomeShield Direct
Dear Luke
We’re sorry to hear that your experience didn’t meet expectations. We always aim to be transparent about our process, and we understand how important it is to feel comfortable reviewing information before making any commitment.
Our subscription setup is designed to give clients full access to the complete documentation and services once they’re onboarded, as well as a further 14 day cooling of period should they wish to change their mind.
Your feedback about feeling pressured is taken seriously, and we will review this internally to ensure our communication remains clear, respectful, and supportive at all times.
If you’re open to it, we’d welcome the opportunity to discuss your concerns further and see if we can provide any additional clarity.
Thank you for taking the time to share your experience.
Kind regards
Homeshield Direct Customer Services
Received a call from Homeshield Direct Stan the Man
Received a call from Homeshield Direct and spoke to a lovely young man named Stan and he assured me that everything was genuine and not a scam for which I had been a victim a few times. He run through all that was needed and during our conversation. we laughed and he brought me many memories of my teenage years in the 60s going to Brighton as a "Mod"
24 April 2026
Unprompted review
It was nice to speak to Lauren she was…
It was nice to speak to Lauren she was very pleasant and extremely helpful and efficient excellent customer service
23 April 2026
Unprompted review
Reply from HomeShield Direct
Dear Stephen
Thank you for your feedback! We're delighted to hear that you had such a positive experience with Lauren. She’ll be really pleased to know her friendly, helpful, and efficient service made a difference.
Kind regards
Homeshield Direct Customer Services
Jesse was very friendly
Jesse was very friendly, checking that my name was pronounced right. Was very patient & explained everything checked that Information was correct. It's a pleasure to speak & taking out polices with good pleasant, polite & joyful customer service
21 April 2026
Unprompted review
Reply from HomeShield Direct
Thank you for taking the time to leave your feedback.
Dear Naheed
We are very pleased to hear that Jesse provided you with such a positive experience. It is encouraging to know that he was friendly, patient, and thorough in ensuring your name was pronounced correctly and that all information was clearly explained and accurately checked.
Kind regards
Homeshield Direct Customer Services
Tamzin was professional courteous and…
Tamzin was professional courteous and quick
16 April 2026
Unprompted review
Reply from HomeShield Direct
Dear Toby
Thank you for your lovely feedback! We're so pleased to hear that Tamzin provided clear communication and handled your enquiry in such a prompt and professional manner.
If there’s anything else we can help with, please feel free to reach out anytime.
Kind regards
Homeshield Direct Customer Services
Communication with Tamzin was excellent…
Communication with Tamzin was excellent she dealt with my enquiry promptly and professionally. Many thanks tamzin
20 April 2026
Unprompted review
Reply from HomeShield Direct
Dear Sabriye
Thank you for your kind feedback! We're delighted to hear that Tamzin provided excellent communication and handled your enquiry so promptly and professionally.
If there’s anything else we can assist you with, please don’t hesitate to get in touch.
Kind regards
Homeshield Direct Customer Services
Happy and helpful
The colleague who answered my call (Lucy) was very understanding and patient with me. She went the extra mile for me and sent a schedule of payments. In a world of bored operators she shone out as a beacon of hope for older callers like me
17 April 2026
Unprompted review
Reply from HomeShield Direct
Dear Stephen
Thank you so much for taking the time to share this lovely feedback. We’re delighted to hear that Lucy made such a positive impression
Thanks again for your feedback, and please don’t hesitate to reach out if we can help with anything further.
Kind regards,
Homeshield Direct Customer Services
Excellent service…
I emailed to question an unexpected payment, fully expecting to be fobbed off with evading excuses, However....
I was very pleased to receive a reply within minutes from TAMZIN (assistant manager) recognising the error and apologising on behalf of the company.
Well done for excellent service.
17 April 2026
Unprompted review
Reply from HomeShield Direct
Dear Mr Ryan
Thank you for taking the time to share your experience. We’re really pleased to hear that Tamzin responded so quickly and was able to resolve the issue for you.
We appreciate your understanding regarding the error, and we’re glad Tamzin’s prompt and transparent approach helped put things right. We’ll be sure to pass on your kind words to her.
Thanks again for your feedback.
Kind regards
Homeshield Direct Customer Services
Tamzin was amazing today
Tamzin was amazing today. She was helpful and understanding of my whole situation. Great customer service
17 April 2026
Unprompted review
Reply from HomeShield Direct
Dear Nicola
Thank you for your review. We’re so pleased to hear about your positive experience with Tamzin. It’s great to know she was both helpful and understanding throughout your situation.
We’ll be sure to pass your feedback on to her. Thanks again for taking the time to share your experience.
Kind regards
Homeshield Direct Customer Services
Tamzin was on my queries straight away…
Tamzin was on my queries straight away great help and resolved it for me very impressed
17 April 2026
Unprompted review
Reply from HomeShield Direct
Thank you for your feedback! We’re really pleased to hear that Tamzin was able to assist you so quickly and resolve your query.
If there’s anything else we can help with, please don’t hesitate to get in touch.
Kind regards
Homeshield Direct Customer Services
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.