Guardsman Insurance

idealhome2022

Anyone had any problems with Guardsman insurance ? I paid over £10k for a leather three piece suite with reclining chairs and the recliners crunch when closing. I bought these 4 years ago , they are still in guarantee period but guardsman say mechanism is buckled so it’s not down to them. It’s due to me not getting up from the chair properly ! Well you never get up when the chair is reclined , for me that’s impossible so when chair is closed I get up. I didn’t know there was another way to exit a chair. Guardsman are adamant it’s my fault which it clearly isn’t. I don’t have kids so the fault doesn’t lie there. The other recliner is making the same noise now. It clearly is a malfunction. The second chair is hardly used. I’m at my wits end with this company. Please can someone help me ? This three piece suite was bought out of my pension pot and was supposed to last me out . 

Aylesbury_Duck

It's going to come down to the terms of the insurance, what it covers and how the problem came about.

Have they actually been out and examined the units?

Ectophile

Is it a proper regulated insurance policy?  If so, start off with a formal complaint.  If they still say no, go to the financial ombudsman.

Otherwise, it's letter before action, then small claims time at the court, which is a lot more effort.

Alderbank

idealhome2022, welcome to the forum!

Guardian insurance is a long established (1915) company and is regulated by the Financial Conduct Authority. They appear to deal with things like fabric stains and pet accidents rather than mechanical problems.
As Aylesbury_Duck says, what are the specific terms of your policy with them? 

In terms of your consumer rights, who did you buy your suite from?

Aylesbury_Duck

Alderbank said:

idealhome2022, welcome to the forum!

Guardian insurance is a long established (1915) company and is regulated by the Financial Conduct Authority. They appear to deal with things like fabric stains and pet accidents rather than mechanical problems.
As Aylesbury_Duck says, what are the specific terms of your policy with them? 

In terms of your consumer rights, who did you buy your suite from?

I think you're right, looking at their website, they don't cover frame damage.  That leaves OP with the consumer rights route.

OP, you'll need to contact the retailer.  After four years, they'll almost certainly insist you have the recliners inspected (they may do it themselves but are entitled to charge to do so).  If the opinion of the inspector is that there's some sort of design or manufacturing defect that made problems inevitable, the retailer has to repair, replace or refund.  If they elect to refund, they can reduce the refund to reflect four years of use so far.

sheramber

Guardsman do a 5 year DFS Sofacare Service Plan which cover 'motion furniture'. It clearly states this is not an insurance policy.

idealhome2022

Bought from Furniture Village 

sheramber

Then if you bought the 5 year furniture plan with the add on  to cover motion furniture follow the complaints procedure stated in your policy document.