Swinton Home Emergency Cover - Be Careful

3tree

I took put my Swinton Home Emergency cover, when I rec'd a call from an agent from Swinton.
One of the things that was mentioned that my boiler is covered if it is less than 15 years old.
I purchased my boiler less than 15 years ago so I was under the impression I was covered. I have a receipt as proof of purchase which shows less than 15 years.
Last week my boiler stopped working, so I called Swinton. The following day an engineer came down, checked & said that the fan needed replacing & they will have to order the part & will come and fix when the part has arrived (this was Thursday).
I thought all would be sorted soon, so waited & waited, not a call from anyone, whilst without heating & water now for 5 days. I called the Engineer's company that was suppose to fix the boiler on Monday & was informed that my boiler is not covered as the serial no. shows that the boiler is over 15 years from date of manufature. I was really upset at this point that Swinton had not contacted me at all to inform me whilst my family have been in the house recently when the temps have fallen below zero & without hot water.
I was told by the engineer that I would need to take it up with Swinton. I phoned Swinton & was given another number to call. Anyway guess what I called that number & was given another number to call & so on until I tried 4 diff numbers & no one could help me.
Help what can i do. I purchased the policy knowing that my boiler was purchased less than 15 years ago & have a receipt to prove that, but Swinton claim that their terms state they will not cover if boiler's date of manufacure indicares over 15 years.
I personally think this is a selling Scam to say you are covered if your boiler is less than 15 years old. Like any consumer when I purchase a new item from a retailer I assume that is the point of purchase of the new item, however this is not the case with Swinton home emergency cover as is not stated clearly in the terms.

3tree

Anyone, have any suggestions or encountered a similar problem with Swinton Home Emergency cover on the 15 year Boiler rule.
Should it be from the date of purchase from retailer or from date of manufature of boiler which could be whenever, as no consumer will ever be able to know how long the boiler has been sitting in the warehouse of retailer?

missile

It seems a bit unfortunate and you are right to be upset. You could make a formal complaint. That will take time and it seems you have little alternative but to pay for repairs and try to claim back later.

At 15 years old, I would probably be thinking about replacing it with a more energy efficient modern one.

3tree

Thanks Misile
I have already started a complaint with FSA & will be contacting Office of Fair Trading for advice re: terms of 15 years & whether it should be from date of purchase of boiler or other as Swinton is making out.
I have got the boiler repaired privately which has set me back a lot.
Thanks for your advice re: looking at new boiler but I had to get this boiler sorted as could not wait any longer without heating/water.

missile

Yes, I thought that would be what you would do.

FYI: It doesn't take a good plumber long to change a boiler, possibly no longer than to repair your old one.

3tree

I have contacted Office of Fair trading, who have adviced that the terms seem a bit ambiguous & adviced that I write to Swinton in the first instance requesting them to put things right. I have written a letter directly to the CEO as rec'd response that it has been handed to their customer services to respond within 10 days.
Office of Fair trading have adviced that if they do not put things right to come back to them and they will take the matter up.
Likewise with FSA who have adviced the same and asked to forward the response to the financial ombudsmen.
Personally I shall take this to small claims court if the response from Swinton is not satisfactory.
I await their response and will keep you posted.