I have had an ongoing problem with UK Warranty/Pacifica regarding my Faber Extractor Hood in as much as it developed a problem with the Air/Gas Dampers that hold the extractor glass open. I instigated a claim back in March of this year through my extended warranty with UK Warranty. It has been a complete shambles since then with Engineers turning up with out parts and only yesterday arrived for the forth time with only one damper when a pair are required . This was after the previous visits were to assess what was required. Total Disgrace considering I have paid over £400 in monthly costs for the policy.

I have possibly spoke to the worst customer service adviser on the planet! Our washing machine engineer didn't show up so I called to rebook an appointment. The lines were busy so I went through to the new appointments line and the woman just wouldn't help me and kept talking over me. I asked her to stop and listen but she then put then phone down!

We needed a new heating element for our dishwasher. The engineer was sent out 6 times with the wrong parts, no parts, incomplete parts. After 3 months they just gave us money for a new dishwasher. I did eventually get a response to an email, but only after I contacted the CEO. The response I got was that they didn't think they could have handled my claim any better. That in itself speaks volumes; their service was shocking and they consider that their best effort. An absolute joke of a company.

This is what they promise you on their website amongst a whole host of other fabricated rubbish and what you think you're paying for: 'Peace of mind'..'customer at the heart of what we do', sounds great!! This is what you get and what you're actually paying for: 9 weeks without a washing machine..fobbed off with excuses and contradictions.. impossible to speak to relevant departments..no responses to complaints or call back and information requests..left on hold and disconnected before you even get through, costs of holidays put in at work while waiting for engineers to come out then they cancel an hour before they are due..launderette costs..generic automated responses to poor reviews which are hidden at the back of the pile..inconvenience, frustration and stress. Time to get the FCA, underwriters and trading standards involved in the hope they can move this forward, hold this company to account and ensure no other customers get ripped of. Wish me luck 🤞

I have had a policy on a tumble dryer since 2018 which was originally guaranteed not to increase in price over the life of the policy. On noticing that the payments had increased to double the original price I contacted them to find out why I hadn't been informed of the increase and how they justified the increase. I didn't receive satisfactory answers so cancelled the policy and requested a refund of the current months payment, they cancelled the policy with immediate effect but refused to refund the payment or provide the service for which the payment had been taken. My opinion of the sharp practises used by this company probably wouldn't be posted on the Trustpilot site but I'm quite sure that people can imagine what they would be.

If I could give less than a star I would. Unfortunately, from looking through previous reviews, it would appear many others have experienced the same appalling service I have.....However, as someone who is Neurodivergent and on the spectrum, the communication, customer care and service has been exceptionally poor and they have displayed zero compassion, understanding and empathy for my access needs. I have been bounced from third party to third party and told it is out of their hands and someone from that third party will eventually be in contact....When personally chasing and contacting those third parties, I am told they have no acknowledgement of my order or claim and haven't been provided with any information from UK WARRANTY, despite what they are telling me.... They are refusing to take any accountability and are not willing to contact said third party to rectify matters.....I am just being told, "it's out of their hands", despite the fact that it is UK WARRANTY I am paying..... It is their service I am paying for, not the third parties they keep fobbing me off on.... One of their representatives put the phone down on me, and after informing them I am Neurodivergent and struggle with communication if things aren't communicated clearly and concisely to me..... No one knows what's going on in that company and I am urging Hisense to find a new warranty provider as it is damaging their reputation recommending UK WARRANTY and have asked trading standards to look into this companies negligence and lack of customer care/service.

Have had a policy on an AEG tumble dryer with this company for over 7yrs. I've never made a claim in the 7 yrs. In the last 10mths they have increased my monthly premium by 55%. After being told when I took out the policy the premium would never change. I was also getting bombarded with emails from them when the dryer past 5yrs old asking if the policy was still right for me and would I like to cancel. I got the distinct impression they wanted me to cancel because they knew sooner rather than later the machine would breakdown. And now a 55% increase in premium. Yet again in my opinion another attempt to get me to cancel the policy. I made an official complaint which resulted in one attempted phone call to me when I was in work after telling them I was available in the morning's. It was then passed on to be resolved via email. And was told its in the terms and conditions if you don't like it basically cancel. Which I will be shortly. After dealing with uk warranty I can safely say I will never purchase another extended warranty from any company.

Do not expect reputed retailer as Marks Electricals offering such degraded extended warranty service!! Also surprised UK Warranty operating in UK financial services industry providing offering extended warranty. Staff and Management utterly impompetent and have no regard for customer experience. Feels like a fraudulent co! Worst experience, tears, tears, tears!

Zero stars is, sadly, not an option. After a faulty cooker was replaced (unfit for purpose) this company contacted me as a part of Appliances Direct and offered ongoing insurance for the total of four items all supplied at the same time. They failed, however, to cancel the original policy on the defunct cooker. I discovered some 6 months later that I had been paying monthly direct debits for this cover, cancelled the policy and requested a refund of the payments made for the cooker which was returned to them. They proceeded to initiate a full-scale investigation of a 'complaint' resulting in a refusal to reimburse the monthly payments but also CANCELLED the policy on the new oven. Reading a very poorly-constructed report, it seems that this 'compliance manager' has totally confused a simple situation and concentrated on just one of the two policy numbers - but; if this final judgement fails to be accepted by me, I should seek help from the Ombudsman! I have now received a new quotation from a different insurer with premiums lower by 14% (although the sales team promised to be the cheapest) My advice: Steer well clear

We inherited the warranties when we bought the house two years ago and one of our ovens has stopped hearing up. It was impossible to get through on the phone. Tried the number on their website and asked the lady if this is the UK Warranty she blatantly said no! Tried a second time straight away (and I'm pretty sure it was the same lady that picked up) and asked to report a fault, and got transferred to a line where there was just endless ringtone. Waited for 10 minutes - there was no indication of where I was in the queue so I hang up. I found the warranty certificate and tried the number on there but it just seemed to be the number that I was transferred to before and nobody picked up. So I emailed them with our address and all the warranty details. But she said she couldn't discuss this because data protection and asked me to ask the seller to call them back for a name change on the warranty. It's a long shot as we have no way to contact the seller of our house - we've never met them. But after reading all these reviews I won't even bother trying. I'm going to save myself all the potential frustration and pay for an engineer visit myself instead!

Poor customer service incompetent staff

Appalling service and Lying to customers. Don't use this company. We logged a repair request for fridge freezer as it was not cooling/not working properly and given appointment on 05/06/23. The repair finally took place after two visits on 15/06/23 but fridge stopped working during the repair as part was not installed properly and whole unit require replacement. UK Warranty advised replacing the fridge on 16/06/23 but order wasn't placed with Curry's until 20/06/23. Order replacement confirmed in three phone calls which were recorded. We keep waiting for fridge delivery and after constant chasing, UK warranty advised that order wasn't placed on 20/06/23 and on 26/06/23. We are out of fridge for last three weeks and there is no confirmation of when it will be delivered. Unhelpful customer services and lying to customers. Initially, they refused to give any number or email address to make complaint and only give an email address today.

Appalling Company. Please don’t use. Despite being advised that if an appliance cannot be repaired, they replace it….they do not. I had to buy a new appliance and they have not paid for the replacement nor refunded my policy premium despite it only just being taken out. Avoid at all costs.

I took out a Warranty with Appliances Direct 3 years ago for a Tumble Dryer I purchased and had no need to use UK Warranty until 2 months ago. At the beginning of April the Tumble Dryer stopped working, so I called UK Warranty and explained the fault, and within a week an Engineer came out and advised it needed a new belt and fan. He ordered the parts there and then (he said no problems as the appliance is only 3 years old), the parts would be here next week to be fitted. Next week came, 1 day before the repair UK Warranty cancelled the appointment due to the parts not being in stock, made me a new appointment for the following week. Again, cancelled 2 days prior due to no parts. This happened on 4 occasions over a 6 week period. I raised a complaint and was told that there was nothing they could do as the parts came from a specific company. I called Hotpoint myself, and they advised both parts were in stock and available. I advised UK Warranty of this, but they insisted they had to use a certain supplier. I then received an email to say my complaint had been upheld and I would get a like for like replacement. I then heard nothing for a further 8 days. I called them again, and was told I should have received a phone call explaining my options. I was then told it wouldn't be a like for like replacement, it would be cheaper alternative due to the cover, I explained again the parts were fully available to repair the Appliance. UK Warranty not interested. After 9 weeks without a Tumble Dryer I ordered the parts myself, and paid an Engineer to fit the parts, and cancelled my Warranty along with asking for a refund for the monies I had paid over the last 3 years. Appalling Service, and I wouldn't touch this company again with a Barge Pole. Steer well clear if possible.

Not surprised to see that you have a 1.9 Star Rating! Signed up for an insurance policy with UK Warranty a few months ago for our fridge and have just been advised through a matter-of-fact email that our premium has literally been doubled. On querying this with them the response I was given was 'I can see that your monthly direct debit will be rising due to inflation. I can confirm that everyone’s direct debit will have been raised not only your policy. Unfortunately, we are unable to change the price of your policy'. Inflation is NOT 100%! Granted the amount of the monthly premium is pretty nominal, but it's the principle - shocking to increase a premium after only a few months, and by such a ludicrous percentage, and even worse customer-service!

CHEATING CUSTOMERS! On the website they state a few days for the repair, in the written letter I received there was ' on average it takes 3 days to repair'. My cooker broke over 1 month ago. The engineer came after 2 weeks - once I complained. At the beginning his visit was automatically rebooked for later date without even asking me if I am available. My parts arrived but the repair was booked 2 weeks after and again they automatically re-booked the confirmed date for later not even asking me if I am available. I am waiting 5 weeks to have my cooker done. I raised the complaint- they called me and said they will answer to it within 4-6 weeks. The call center is prepared for the complaints and is aware of the low quality they deliver- so in the end as a customer, you cannot do anything as your complaint will not be heard. WORST EXPERIENCE EVER!

This is the second time I have used the warranty on my washing machine. The first time it took three weeks before it was working again. This time the issue was reported at the end of April. It is now 13 May and I'm not expecting the engineer until 19th. The issue, when I chased it was 'the part hasn't been authorised yet' Which part of that is my problem? All I want is a repair, and three weeks without a washing machine is appalling service. I'm up for renewal in June. Oh, yeah!

Avoid Avoid Avoid. Their policy promises a £90 refund if you cancel. Lies.

Don’t get appliance cover from this company unless your willing to wait weeks to get your appliance fixed. They state on their website that they fix appliances within 5 working days, I’ve had to call them out twice to different breakdowns and each time it’s been over a week before the initial appointment, then they’ve had to order the part, they then cancel your next appointment date and tell you it’s because the part is taking longer to get hold of, same scenario on 2 different jobs, jeez when I was with domestic and general they carried the spares on their vans, mind you these guys come out in their own vehicles so obviously not going to carry spares, once my contracts up, I’ll be going elsewhere UPDATE. I’ve now had 4 appointments booked for the same repair and UK warranties have cancelled each appointment, it’s now over a month since my dryer broke down, and they’ve cancelled my next appointment. Rang the company again and asked the customer service lady who long they are prepared to keep this issue going and what happens if they cancel my next appointment. Only to be told that “I’m sorry, I can’t answer that question” what kind of company is this ???

I cannot believe this company is still trading. The service is appalling - avoid! Basically it takes weeks to get an appointment and then they either can't fix it, and they need to order new parts (which takes more weeks), or they cancel at the last minute and you have to wait weeks for another appointment. I spent about 5 months without one of my ovens and another 2 months without a dishwasher. The worse feature is, when you call, they are really passive aggressively rude - you can tell they really don't care!