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Review of the Domestic and General, Warranty:

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Breach of Consumer Duty

I purchased a policy from Domestic in general due to the build quality of a Hoover freezer that I bought. The experience has been appalling, and now they are in breach of the insurance terms. The entire experience has been sub par. Domestic and General are clearly in breach of consumer duty and are not fit to offer Insurance in the UK market. I have spent at least 4 hours on calls to get new drawer fronts. So far the issues have been as follows; - I got sent 6x drawer backs when i ordered drawer fronts - I then complained - 1.5 hours on the phone - I got sent 3 draw fronts - wrong size - only 3 in stock, 3 on back order - I then complained - 1 hour on the phone - I had an engineer visit (drove from 1 hour away), to open the door of the freezer and say "yep you need 6 drawer fronts" - he ordered them - A delivery arrived with 6x drawer fronts, all the small size. We specifically have said for all interactions on this matter it was middle drawers and fronts only. Not only is this a shambles. The environmental impact of this is catastrophic. If this is going on across all customer interactions the impact due to excess plastic goods and CO2 driving people around the UK is disgraceful. The CEO of Domestic and General should be made aware that this is a breach of consumer duty as I am now been told that as I cancelled my policy after the first call, after confirming with the colleague that was ok. To now be told Domestic and general cannot help me. Ref. for this issue is DG-2106640-2023 Reviewed on: 11th July 2023

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