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
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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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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
Chelsea was professional and friendly
Chelsea was professional and friendly. She attended to my request immediately.
20 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Victoria
Thank you for your wonderful review! We're delighted to hear that Chelsea provided you with a professional and friendly service and was able to assist with your request straight away. 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
Lauren was a great help for my…
Lauren was a great help for my experience she listened and she sorted my issue out I’m so happy I was with home direct
15 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Daonequeenz
Thank you for your wonderful review! We're so pleased to hear that Lauren was able to listen to your concerns and resolve your issue. It's great to know she made your experience such a positive one.
Thank you for choosing Home Direct, and we're always here if you need any further assistance.
Kind regards
Homeshield Direct Customer Services
Very helpful and sorted out my query in…
Very helpful and sorted out my query in a very professional and pleasant way thank you once again Tazmin
14 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Stephen
Thank you for your lovely review! We're so pleased to hear that Tamzin was able to help with your query in such a professional and pleasant manner.
Thank you for taking the time to share your experience, and if you ever need any further assistance, we're always here to help.
Kind regards
Homeshield Direct Customer Services
Very quick to respond
Very informative and very quick to respond.
Tamzin, who dealt with my query was efficient, polite and completed everything promptly. I am very pleased with the customer service I received. Thank you.
14 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Katherine
Thank you for your wonderful review! We're delighted to hear that you received informative, efficient, and prompt service from Tamzin.
Thank you for your feedback, and we're always here if you need any further assistance.
Kind regards
Homeshield Direct Customer Services
Policy cancellation
Emailed the team and had a very quick response from Tamzin who actioned my ask promptly
14 July 2026
Unprompted review
Reply from HomeShield Direct
Thank you for taking the time to leave us a review! We're delighted to hear that Tamzin responded so quickly and was able to action your request promptly.
If you ever need any further assistance, we're always here to help.
Kind regards
Homeshield Direct Customer Services
In error I cancelled my direct debit…
In error I cancelled my direct debit thinking it was another provider/ service so I emailed for help to re- instate my payments. Tamsin immediately responded and sorted out my error, no problem!
thank you so much
14 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Ms Mctiernan
Thank you so much for your review!
We're glad Tamzin was able to respond quickly and help get everything sorted for you. We understand that these things can happen, and we're pleased we could reinstate your payments without any hassle.
If you ever need any further assistance, we're always here to help.
Kind regards
Homeshield Direct Customer Services
Disgusting company
Disgusting company. They’re a pack of vultures. They took advantage of my uncle who is 70 years old, for who I have Lasting power Of Attorney as he has suffered with his mental health for some time. Over the course of 18 months, they hounded him to take out insurance policies for household items, such as £10.90 a month for an air fryer! An Air Fryer that was 5 years old and cost £40 new! 19 Direct Debits “NINETEEN” were generated over that period for things like a kettle, fridge, freezer, washing machine, etc. They only stopped when I happened to be with him when a sales advisor called him telling him he was sending out his new documents! Coming from a sales background of 15 years myself, The sales tactics used by HomeShieldDirect and or the sales advisors is CHURNING, whereby they call you regularly to cancel existing policies and take out new “BETTER” policies so that they can benefit from commission. This practice is HIGHLY unethical sales tactics which isn’t used by compliant companies. However HomshirldDirect think that practice is acceptable. Stay well clear of this company, absolute parasites with no moral compass.
14 July 2026
Unprompted review
Very happy with the quick response.
Very happy with the quick response to my phone call and the way my claim was dealt with late on Friday afternoon; with a manufacturer's engineer booked for Monday.
10 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Celia
Thank you for taking the time to leave us a review!
We're delighted to hear that you were happy with the quick response to your call and the way your claim was handled, especially late on a Friday afternoon. It's great to know we were able to arrange for a manufacturer's engineer to attend on Monday.
We appreciate your feedback and are always here if you need any further assistance.
Kind regards
Homeshield Direct Customer Services
New washing machine
The lady I spoke with today was Chelsea and she was lovely, has were all the other people I’ve spoken with. The customer service is excellent.
9 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Lynda
Thank you for taking the time to leave such a lovely review. We're so pleased to hear that you received excellent customer service from our team and it's wonderful to know that Chelsea made such a positive impression.
Kind regards
Homeshield Direct Customer Services
Reply from HomeShield Direct
Dear Kathryn
Thank you for your review! We really appreciate your feedback and are glad you had a positive experience. We hope to welcome you again soon.
Kind regards
Homeshield Direct Customer Services
Very helpful,on the ball
6 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Peter
Thank you for your review! We're delighted to hear you found our team helpful and on the ball. We really appreciate your feedback and look forward to helping you again in the future.
Kind regards
Homeshield Direct Customer Services
Excellent Customer Service
Prompt response to my mail an my complaint was quickly resolved by yr staff Tamsin.
Most grateful and happy.
1 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Cornelia
Thank you for taking the time to share your feedback. We're delighted to hear that your email was responded to promptly and that Tamsin was able to resolve your complaint quickly. We'll be sure to pass on your kind words to her. We really appreciate your feedback and are pleased we could help.
Kind regards
Homeshield Direct Customer Services
Kim was a lovely cheerful lady…
Kim was a lovely cheerful lady explained everything about my washing machine insurance.
2 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Terry
Thank you for taking the time to leave us a lovely review. We're so pleased to hear that Kim provided such cheerful and friendly service and took the time to explain everything about your washing machine insurance clearly. We'll be sure to pass on your feedback to her.
Kind regards
Homeshield Direct Customer Services
I rated the service you provided as i…
I rated the service you provided as i was more than happy with the way my problem was solved.
3 July 2026
Unprompted review
Today I rang and got Filipa at…
Today I rang and got Filipa at Homeshield she was so helpful polite and friendly. She helped sort my insurance out and made it very easy. Would definitely recommend
2 July 2026
Unprompted review
Reply from HomeShield Direct
Dear Susan
Thank you so much for your wonderful review and recommendation. We're delighted to hear that Filipa provided such helpful, polite, and friendly service, and that she made arranging your protection plan simple and straightforward.
Kind regards
Homeshield Direct Customer Services
Reply from HomeShield Direct
Dear Mindy
Thank you for taking the time to leave us a review. We're delighted to hear that Tamzin responded to your email quickly and provided you with the support you needed.
Kind regards
Homeshield Direct Customer Services
Brilliant excellent fantastic fabulous…
Brilliant excellent fantastic fabulous mind-blowing superb rocking wonderful customer service from Ruby well done fantastic communication.
29 June 2026
Unprompted review
Reply from HomeShield Direct
Dear Akash
Thank you so much for your amazing review! We're delighted to hear you had such a positive experience and that Ruby provided brilliant customer service and fantastic communication. We'll be sure to pass your kind words on to her and we look forward to helping you again in the future!
Kind regards
Homeshield Direct Customer Services
Great communication from Tamzin
Great communication from Tamzin. Dealt with and refund in process withing the hour.
25 June 2026
Unprompted review
Reply from HomeShield Direct
Dear Mrs King
Thank you for your review! We're so pleased to hear that Tamzin kept you well informed and was able to resolve your query so quickly, with your refund arranged within the hour.
Kind regards
Homeshield Direct Customer Services
Scammers keep a watch for new direct…
Scammers keep a watch for new direct debits appearing. Cancelled October 2025 only to keep having new direct debits added without authority. Luckily noticed and bank cancelled DD (3 times now) and refunded me but company needs some one to look into it. If there was zero stars they would of got that as 1 star to high. Customer service pleasant and cancelled orders I did not authorise but sorry the company is trying to steal and that's not good enough.
MY BANK CANCELLED UNUTHORISED PAYMENTS FOR THE 2ND TIME THIS YEAR 2026. I AM WAITING A REPLY ASKING WHEN THIS ACCOUNT AND HOW IT WAS STARTED IE. TELEPHONE CALL, DATES ETC...STILL WAITING BUT THE CLOCK IS TICKING AS YOU HAVE A FEW DAYS LEFT. ADVISED BY TRADING STANDARDS
23 June 2026
Unprompted review
Reply from HomeShield Direct
Dear Dee
Can you please confirm your surname, email and or plan number. We cannot locate any request for information from you. We will then immediately check our records.
Thank you for your review. We take any concerns about payments very seriously.
Having investigated your account, our records show that the Direct Debits in question were cancelled by you through your bank, not by our company.
When you contacted our customer service team, we were happy to assist by cancelling the orders on your account, as requested. We are sorry that your experience has led to this review, but we respectfully disagree with your account.
If you believe there is additional information that we have not considered, we encourage you to contact us directly so we can investigate further and work towards resolving any outstanding concerns.
Kind regards
Homeshield Direct Customer Services
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