Theresa Lock

This is my third review for Domestic & General, since the 18th of December 2025, I had no washing machine because Domestic & General data input was put in correctly, they did use my correct surname, but there was no initial and the prefix was MS which I never use. I originally had six policies with this problem. In 2023, I changed the make of the oven and hob, I telephoned Domestic & General asking them to cancel the policies for the original oven and which was an Indesit,
I gave them the make which was Neff and the model numbers and ask them to do 2 new policies, which they did I gave them my full name prefix miss my initial and my surname.
They gave me a quote. I accepted the cost and asked him to proceed.
The new policies arrived unfortunately I did not look at the name because I’ve given them that information, in hindsight I should’ve done as it has caused problem the name on those 2 policies was Mr. Resident.
I was advised they could not organise a repair because of the data input was incorrect, not my doing!!
They told me I could I could get the machine repaired and claim back the cost, I did not want to go down that route as I did not have spare cash to pay upfront, the reason for insuring my appliances was to save me paying out for repairs and just being able to call a company to sort it out, this did not work out.
I did in the end up according in the city repair agent, they advised it was not worth repairing & to purchase a new one, my official complaint was on the 18th of December 2025. I was assigned an executive complaint officer, I emailed her the information from the repair agent, I had gone out to the find the cost of a new machine, I sent an email to the executive complaint officer advising what I’ve been told in the cost of replacing the machine.
I did get Email the next day to tell me that the cost of the machine would be put into my account within 3 to 5 days.
I’ve done eight weeks having to go to the launderette the cost the stress the anxiety all the problems associated with not having a washing machine.
On the 18th of February 2026 I had the new machine installed.
It cost me an additional amount I think it was a total of £160 for installation and taking away the old machine, I went back to domestic in general as they had only given me the cost to purchase, their response Was we do not pay for installation and taken away the old machine. They paid a small pound towards the delivery.
I’ve asked them to cancel down my old policy for my old machine after two emails as I did not get confirmation I was told they can’t cancel down the policy because of the data input. My name is incorrect.
A NOTE:  Domestic & General take my money each month as they know my name!!!!
They still have not updated their system to show my name. They don’t know how long it’s going to take so I have to carry on paying for a machine. I don’t have.
There was no actual apologies and never has been for the stress anxiety and the cost of going to a launderette from Domestic & General until my last email to them when I told them I’d have to go back to the doctors due to the stress they had put me through.
My question to anybody in domestic & General how long does it take for an IT department of a multinational and I’m sure multimillion pound Company to update their IT system so a customer can have their appliance repaired or to cancel a direct debit, so far it’s 9 weeks.
I agree once I told him the machine was not worth repairing they did send the money through within five days.
They have advised my problem is complex, so they don’t know how long this is going to take.
But my biggest problem is those statements says “ we are the best at servicing and repairing your appliances, they also state if you have a health problem or any other issues to advise. I am 73 years old. I also have an autoimmune disease stress and anxiety causes my disease to have a problem I have advised this from the 18th of December 2025. It’s never been taken into consideration.
I don’t know when they will be able cancel my direct debit for my old machine!!!
Time will tell!!!!

 Went to Carter’s last week to look at washer dryers, go to Simon who was very helpful and professional, he advised the machine I required was in stock and they could install and deliver deliver the 18th February.
The guys delivering called me to advise they were on their way, Adam the fitter was very helpful very professional and Toby who came with him was also very helpful.
They made sure everything was working correctly tidied up & took away all the rubbish.
Would certainly recommend Carter’s friendly professional helpful everything you want from purchasing two installation.
I would definitely use them again

I received a parking fine 9/01/2026, I had been for a doctors & on the way back went into Aldi, I’ve had a really stressful situation since 28/12/2025,I’ve had no washer dryer since 18/12/2025, STILL NOT REPAIRED DUE TO DOMESTIC & GENERAL not having my correct name on their system after 5-1/2 hours on telephone call it has affected me it totally stressful this has affected my health, I forgot to put my car registration into their paying system, when I received the original fine I went in line & explained what had happened, last Friday I received a reminder, today I have sent proof of my situation but looking at the comments I do not expect to get a response only an increase cost, I wonder if Aldi are aware of what kind of company they are working with.
!!!!!
I’m also an old age pensioner on a low pension as I was a stay at home mum!!!!

I’ve already put a review on about domestic and general, since the 18th December 2025, I have been waiting for my washing machine to be repaired, the problem is the name on the policies is not recognised by domestic and general computer system, I gave them my full name first name and surname , but it was put in as MS then my surname that was on 4 of my policies , two of them I changed because I bought new appliances , I telephone to have them updated those two policies I’ll put on the system as MR. RESIDENT, so when I try to book a repair with the agents they don’t recognise my name , I’ve been told by one of the team, it’s an IT problem so they can’t book a repair until IT updates. Their system , an email was sent two weeks ago it will be three weeks on Monday,
So there is nothing I can do until the IT department updates the system, I have been paying for the six policies since October 2022.
This is the copy of the email I received from one of their executives. The signature at the bottom is just the initial and surname, I will not put on the persons initial and surname.
Dear Ms my surname,
Your case regarding your policies is still being investigated. We will contact you back as soon as the case has been resolved. We appreciate your patience.
We appreciate you need a repair, you can follow the Pay and Claim process detailed in your policy terms in order to get a repair carried out to your washer dryer.
If you cannot wait any longer for the policy issue to be resolved. As we cannot book a new appointment date in for you prior to the policy details being rectified

Your sincerely
Their initial and surname

I have been paying for my policies since 2022 October, you tell me what they’re telling me to do go out and pay for it myself.
Also in all my emails, I have told them I do not use the prefix MS MY SURNAME.
Obviously, they haven’t read the emails.
They cannot book an appointment because their IT has not updated. The information was incorrect when it was added to the IT system that is Domestic & General’s error not mine? I gave them my actual name and surname when I filled in the forms
So now the email states I need to look at the the pay and claim process I don’t want to pay and claim all I want and it’s simple for them to contact their IT department which was emailed two weeks ago I don’t have the spare money to pay out which is why I originally got the policies so I would not have to worry!
Why does it take for a large insurance company for their IT department so amend my name on a policy? That is the only reason why they cannot arrange for their repair agents to organise an engineer to come & repair my Washer Dryer, in fact to get this repair done it only needs 1 policy to be updated, the other 5 can be done later!
I am a pensioner. I also have an autoimmune disease..
The Company statement is we are the best at service and repairing your appliances. If you have a disability or a medical problem let us know. I was told by one of the team because I’ve been an old age pension with a magical problem this would be escalated.
Six weeks ago, I phoned put the complaint in explaining it was to do with my name was the
problem
I did receive an email from Trustpilot asking for my details which I have given hopefully the young lady can help me. She replied very quickly & Email was professional and sympathetic, I just hope she can escalate the situation.
I do not have a problem with the people you originally speak to they try to help, but because the system doesn’t let them so I’m not going complain about the advisers when you first contact Domestic & General team.
I had emailed the CEO of Domestic & General. I’ve sent it four times up to yesterday. I had received no reply from either him or his team.
Yesterday I was promised that I would get a telephone call letting me have an update, from the person investigating the complaint, the complaint I made 6 weeks ago
I will apologise if this doesn’t make sense, I’m completely stressed out the situation, we just caused a problem for my health. I just want people to be aware.
I never wanted to put this kind of comment, but I’m totally frustrated at something so simple as just amending my name could take so long, and how nobody seems to be escalating the problem and solution.


Good quality, fast delivery & packaged well.
Have used Victoria plumbing previously would recommend

Good service, staff helpful good prices with free electricity occasionally would recommend no problem

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