Frequently Asked Questions

What are Furniture Protection Plans?

A Protection Plan is an underwritten insurance product for new furniture. A Protection Plan differs from other insurance products and warranties as it covers your furniture against accidents. You can claim for as many incidents as you need over the term, which provides you with 3 or 5 years of coverage from the date your furniture is delivered. The Protection Plan has a one-off payment. There are no excesses to pay if you ever need to claim on your plan, no annual renewal costs, and you’re completely covered for parts, labour, and replacement items up to the indemnity value of your plan. Just so you know your indemnity value is the price you originally paid for your furniture.

If an accident happens resulting in damage to your furniture, simply contact us and we will begin the claims process.

For accidental staining – depending on the stain we may first send a bottle of specially formulated stain remover. Over the years our knowledge of stains and cleaning products has enabled us to formulate some unique treatments which will quickly and easily remove a wide variety of stubborn stains. This means you won’t need to wait at home for a technician’s visit. If the solution doesn’t work, simply let us know and we will arrange for a technician to call.

For accidental damage / structural faults  – we will assign a technician to visit you at home. Once we receive your claim form a technician will contact you within 5 working days. Our technicians aim to offer an appointment with the 10 working days. If the appointment offered isn’t convenient, you can ask them for another date. Technicians manage their own diaries so if you need to cancel, please give us at least 24 hours’ notice or you may be charged for the visit. Please note that any structural faults on furniture under 12 months old will be covered by your retailer.

What will a Guardsman Protection Plan cover against?

We offer Protection Plans for leather, fabric and wooden furniture as well as carpets. Our Protection Plans cover against stains, accidental damage and structural faults depending on which plan you purchase.To view the coverage of each of our protection plans, click the links below:

Fabric Protection Plans  

Leather Protection Plans

Dining & Bedroom Protection Plans

Carpet Protection Plans
 

 

I've had an accident, how do I make a claim?

Don’t worry making a claim is very straightforward. You can even begin the claims process online by downloading a claim form. The explanation on the web page gives you a simple walkthrough of how to go about submitting your claim and what you can expect next.

If you would like to speak with us directly please call 0345 266 0626 (UK) or 1800 806 777 (ROI) to speak to one of our experienced claims handlers. We have a friendly and experienced UK call centre team based out of Abingdon, Oxfordshire where, on average, we handle 8,000 claims per month.

I have two or more accident's to report, how should I do this?

Please complete the claim form detailing the incidents you wish to claim for including the date of each incident. Please then give a clear description of each incident, area of damage and how it happened. It is a condition of your policy that all claims are reported to us as soon as possible after they have taken place. Any delay may affect the outcome of your claim.

I had an accident, should I attempt to clean/remove the stain?

We recommend that you blot the stain with water and paper towels to remove any excess. Don’t rub as this will cause the stain to set deeper into the fibres and similarly don’t use baby wipes as this can damage your furniture. If you have a Guardsman cleaning product we advise first testing the solution in a hidden area to ensure you’re satisfied with the results before applying to the stain. Any damage caused as a result of inappropriate use of general cleaning solutions on your furniture is not covered under your plan.

If you believe the accident is covered under your Guardsman Protection Plan, we recommend that you contact us as soon as possible to make a claim. Depending on the type of stain we may first send a bottle of specially formulated stain remover, we have a uniquely formulated solution that has been tested against a wide variety of stains and know first-hand if it’s likely to remove the stain. If the solution doesn’t work, we will arrange for a technician to call.

How do I use the specialist stain remover I was sent?

Don't worry, it's very easy to use. Click here for a step by step guide on how to use the stain remover.

Where can I buy a Guardsman Protection Plan?

Guardsman Protection Plans are available to purchase from most major furniture retailers. Please ask when purchasing your furniture whether they offer Guardsman Protection Plans. Our Protection Plans can only be purchased at the time of buying your new furniture.

As these are insurance policies sold in conjunction with new furniture they can only be purchased from the retailer in-store or online. Protection Plans can not be bought directly from Guardsman. 

I've purchased my furniture; can I now buy a Guardsman Protection Plan?

Guardsman Protection Plans are only available when purchasing new furniture. You can purchase a Guardsman Protection Plan up to the point your furniture is delivered to your home, although to understand the full benefits of a Guardsman Plan, we recommend you speak to your retailer when buying this. Guardsman Protection Plans can not be bought to cover already owned furniture or after it has been delivered to your home. 

Can I extend the length of my Protection Plan?

No, Protection Plans are sold for fixed periods (either 3 or 5 years) and unfortunately, due to restrictions outlined by the underwriters of your insurance, cannot be extended beyond this.

Fabric Protector Treatment

Some of our retail partners offer a Guardsman Fabric Protector Treatment when you purchase new furniture. The protector works by creating an invisible barrier that coats the entire fibre so spills cannot penetrate deep into the fabric causing damage, making stains easier to remove. The protector is invisible and doesn’t affect the look or feel of your sofa.

Different fabrics react differently to a spill. A tight weave fabric treated with the protector may give the appearance of the spill sitting on top, but a loose weave may gives the appearance that the stain has penetrated the fibre, however it will still provide protection and make any staining easier to remove.

How can I tell if my sofa has been treated?

Once the protector has been applied there’s no easy method to check that the protector is present as fabrics don’t react the same way. Your furniture is sprayed by your retailer before it leaves their warehouse. Please check with your retailer if you require proof of treatment.

We don’t recommend testing the protector by spilling liquids on it. Intentional damage like this would not be covered under a Protection Plan.

What is in the protector?

Our fabric protector solution is a non-hazardous water based product - a partially fluorinated polymer, known as a fluorocarbon. The solution leaves no smell, does not alter the look and feel of the fabric, and does not react further after application. If you would like more information on the formulation, please contact info@guardsman.co.uk for a safety data sheet.

How often should I have my furniture re-treated?

The protector needs to be re-applied after you’ve had your furniture cleaned. You can get the protector topped up by a Safeclean technician. However this is not a condition of your plan.

What happens if the technician is unable to successfully resolve the issue I reported?

In the majority of situations, our experienced technicians will be able to resolve the issue on the first visit, however in the unlikely event they are unable to do so, we will aim to replace the affected area (e.g. a cushion cover). If we are unable to source a replacement part then we would invite you to re-select a similar item.

How do I send you photographs for my claim? / What images do you need? / Why do you need photos of my sofa?

We know from experience that there’s just some types of damage which can’t be repaired and when we will need a replacement part. Photographs of your furniture help our team identify exactly what will be required so we can get your furniture back to normal.

If you’re looking to make a claim on fabric upholstery, you will need to provide clear photographs for accidental damage resulting in rips, tears, burns, or scratches, or accidental staining which has only been caused by bleach or super glue. Please provide a minimum of 3 photos per incident following the guidelines below. Real examples of the types of images we need can also be found here.

Photo 1: A close up of the damage, with a pen or ruler placed next to the damage for scale.

Photo 2: A shot of the damaged section of the furniture, for example, if you have a rip on a sofa seat cushion, please take a picture which includes the entire cushion as well as the damage.

Photo 3: A photograph of the furniture as a whole.

Please send these to us via email- newclaims@guardsman.co.uk. We will also need a scanned copy of your sales invoice and a completed copy of your claims form.

The maximum email size we can receive is 10mb. Exceeding this may result in us not receiving your email. If any further photographs are required a member of the team will be in touch to advise what we will require. We accept most image file formats including: .jpg, .jpeg, .png, .gif.

How long does it take for you to send a replacement part?

While we will try and get these to you as soon as possible, this typically takes between 4 - 9 weeks as replacement parts and items are produced by manufacturers, who often make these to order and can be based internationally. We always aim to stay in touch and let you know as soon as we have any updates and the delivery date.

Do you send someone to fit a replacement part?

Most replacement parts such as cushion covers can be sent in the post and can be fitted easily and conveniently without the need for someone to visit your home. If you have a large item due to be delivered then we can arrange for one of our furniture technicians to visit your home at your convenience to fit the part. 

My furniture needs an overall clean. Is this covered under my Protection Plan?

Guardsman Protection Plans do not cover overall, general cleaning. General cleaning and maintenance of furniture is your responsibility. If you are looking for a general clean, our Safeclean cleaning experts may be able to help, visit www.safeclean.co.uk to find your local technician. 

The details on my policy need to be changed / I've not yet received a copy of my Policy Certificate / the link you sent me doesn't work. How do I resolve this?

Our Policy Administration Team handle all types of general enquiries around your policy, if you have a question around details pertaining to your policy, if you need your certificate re-sent, details changed, or you simply want to talk about coverage without making a claim. Please call us on 44(0)1235 444747 or  email us: policyadmin@valspareurope.com. Policy Certificates typically take up to 28 days to reach you from when your furniture is delivered to your home. However if your furniture is delivered, an accident happens, and your certificate hasn’t arrived yet – don’t worry! Give us a call and we’ll locate your plan details so you can make a claim.

I need to cancel / re-arrange my appointment

If you need to cancel your appointment please give at least 24 hours’ notice or you may be charged for the visit.

Technicians manage their own diaries so appointments and cancellations must be booked directly through them. The quickest and most straightforward way to do this is to contact the technician directly on the phone number provided and advise them directly.

If you're unable to contact your technician, then you can email us at fieldservices@valspareurope.com or call us on: 44(0)1235 444 823

Please provide your surname, postcode, time and date of the appointment you are cancelling and your claim number.

If I move address is my Protection Plan still valid?

A Guardsman Furniture Protection Plan is valid throughout either the United Kingdom (excluding the Channel Islands and Isle of Man) or the Republic of Ireland; however a Plan cannot be transferred between territories. i.e. if you purchased your furniture in the United Kingdom your plan is only valid in the UK and if you purchased your furniture in the Republic of Ireland it’s only valid in the ROI. You must also be the original owner of the furniture.

Please note though, stains or damage caused by moving furniture from one place to another, are not covered by the Furniture Protection Plan. Please call us on 44(0)1235 444747 or  email us: policy.admin@valspareurope.com  and we will be able to change the address on your policy.

I'm a retailer and I'm interested in selling Guardsman Protection Plans

Please drop us an email info@guardsman.co.uk and we will get in touch to discuss your requirements.

I'm unhappy and I want to make a complaint

We're here to help
 
While we always strive to provide excellent customer service, we understand that there may be occasions where we don’t meet your expectations. If you are dissatisfied in any way we would like to know so we can try to resolve the situation. 
 
If you need to make a complaint we will:
 
- Make it as easy as possible for you to tell us about your complaint and ensure you’re speaking to the right person.
- Treat your complaint fairly.
- Acknowledge your complaint formally within 5 working days.
- Have your complaint reviewed by an independent team. 
- Aim to complete our investigations in most cases within 4 weeks.
- If we are unable to resolve the problem in this time frame we will continue to look into the issues for you and provide a decision within 8 weeks of the date you first made your complaint with us.
- Send you a final decision letter within 8 weeks of making the complaint.
 
How to make a complaint
 
You can contact our complaints team by one of the following methods below. Whichever method you choose a member of staff who is trained in complaints handling will be in touch with you. If your complaint is in regards to a Protection Plan, please be sure to quote your Plan reference number or claim number as this will help to provide you with a quicker response.
 
Write to us: Complaints Team, Guardsman, 152 Brook Drive, Milton Park, Abingdon, Oxfordshire, OX14 4SD
Tel: 44(0)1235 444751
 
 
If you're still unhappy with our final decision
 
You can refer your complaint to the Financial Ombudsman Service (FOS) who will review your case. The service they provide is free and impartial, and making a complaint to them will have no effect on your legal rights.  
 
Write to FOS: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR
Tel: 44(0)800 0234 567 /  44(0)300 1239 123

I've just bought a new item of furniture, where can I donate my old one?

You can donate your old furniture to the British Heart Foundation by clicking on this link: Donate Your Furniture

 

Collection of your furniture is free and you can make a real difference!