Add to you peace of mind with Added Care

Added Care for your home applianceFind out more Added Care for your small applianceFind out more Added Care for your technologyFind out more Added Care for your televisionFind out more

All electrical products you buy from us are guaranteed for a minimum of 2 years, at no extra cost. With Added Care (previously called Service Plan), you'll enjoy the same benefits for a period of up to 5 years, while also adding further benefits not included in the original guarantee.

Added Care for your home appliance

Minimum 2-year guarantee included at no extra cost + Added Care for home appliances from £40

Add to your peace of mind with a repair and protection plan for your home appliances

Includes

Breakdown

If your appliance breaks down during the John Lewis guarantee period we’ll get you up and running, at no extra cost. Added Care allows you to enjoy that same level of protection for a total of 5 years.

New for old replacement

If we can’t repair your appliance, we’ll arrange for it to be replaced with one of the same make and model. Or, when not available, one of a similar specification.

Setup and support

Our team is available by phone to help you get your product set up and working correctly, as well as to provide ongoing advice and support for any technical issues.

At-home repairs

If we can’t help you resolve a problem by phone, we’ll arrange a home call out by one of our authorised and accredited technicians.

Refund on replacement

If your appliance needs replacing, we’ll refund the remaining months of your Added Care.

Annual maintenance checks

We’ll provide annual maintenance checks by phone from the first anniversary of your product purchase.

Old appliance disposal
Starts after John Lewis guarantee ends

If your product needs replacing we’ll dispose of your old one for free (this service does not extend to American style fridge freezers and range cookers).

View terms and conditions

Added Care for your television

5-year guarantee included at no extra cost + Added Care for televisions from £35

Add to your peace of mind with accidental damage insurance for your television

Includes

Accidental damage

If your television is damaged accidentally, Added Care means you won’t have to pay for repairs.

New for old replacement

If we can’t repair your television, we’ll arrange for it to be replaced with one of the same make and model. Or, when not available, one of a similar specification.

Collection or at-home repairs

Depending on the television, we’ll either collect it by courier for repair or arrange a call-out by one of our authorised and accredited technicians.

No excess

If accidental damage happens, and you need to make a claim there are no excess charges to pay and it won’t affect your home insurance policy.

View terms and conditions

Added Care for your technology

Minimum 2-year guarantee included at no extra cost + Added Care for technology from £24

Add to your peace of mind with breakdown and accidental damage insurance for your technology

Includes

Accidental damage

If your product is damaged accidentally, Added Care means you won’t have to pay for repairs.

Breakdown

If your product breaks down during the John Lewis guarantee period we’ll get you up and running, at no extra cost. Added Care allows you to enjoy that same level of protection for a total of 3 years.

New for old replacement

If we can’t repair your product, we’ll arrange for it to be replaced with one of the same make and model. Or, when not available, one of a similar specification.

No excess

If your product is accidentally damaged and you need to make a claim, there are no excess charges to pay and it won’t affect your home or travel insurance policies.

Worldwide cover

Your product is covered for accidental damage outside the UK for a period of up to 30 days in any 12 month period.

Collection or at-home repairs

Depending on the product, we’ll either collect it by courier for repair or arrange a call-out by one of our authorised and accredited technicians.

View terms and conditions

Added Care for your small appliance

Minimum 2-year guarantee included at no extra cost + Added Care for small appliances from £24

Add to your peace of mind with breakdown and accidental damage insurance for your small appliances

Includes

Accidental damage

If your appliance is damaged accidentally, Added Care means you won’t have to pay for repairs.

Breakdown

If your appliance breaks down during the John Lewis guarantee period we’ll get you up and running, at no extra cost. Added Care allows you to enjoy that same level of protection for a total of 3 years.

New for old replacement

If we can’t repair your appliance, we’ll arrange for it to be replaced with one of the same make and model. Or, when not available, one of a similar specification.

No excess

If your appliance is accidentally damaged and you need to make a claim, there are no excess charges to pay and it won’t affect your home or travel insurance policies.

Worldwide cover

Your appliance is covered for accidental damage outside the UK for a period of up to 30 days in any 12 month period.

Collection or at-home repairs

Depending on the product, we’ll either collect it by courier for repair or arrange a call-out by one of our authorised and accredited technicians.

View terms and conditions

Call our Added Care team on

0330 100 3637

We're here to help

8am – 6pm Monday to Friday
9am – 4pm Saturday
9am – 5pm on Bank Holidays

John Lewis Added Care, PO Box 99, Mitcheldean, GL17 0SX
johnlewis@thewarrantygroup.com

Terms and conditions

Added Care for your technology and small appliances

Added Care is a contract of insurance between you, the purchaser (you/your), and London General Insurance Company Limited (we/us/our). We have appointed TWG Services Limited (the administrator) to administer this policy on our behalf.

This policy, together with the confirmation schedule provides cover against breakdown and accidental damage of the product recorded on the confirmation schedule (the product), provided it is operated in a domestic environment.

Please note that having insurance cover does not mean that you should not take care of your product. Manufacturer’s guidelines should be followed at all times.

1. Eligibility

You are eligible for Added Care cover if:

·     You are aged 18 or over at the start date of the policy; 

·     You have purchased the product in the last 60 days;

·     The product will be operated in a domestic environment.

2. Duration

Cover for accidental damage will begin from the date you purchased the product as it appears on your sales receipt, or the date you purchase this policy, whichever is the later.  Cover for mechanical and electrical breakdown will begin upon expiry of the standard John Lewis guarantee period. 

All cover under this policy expires on the earliest of:

1.      The expiry date as shown on your confirmation schedule; or

2.     The date your product is replaced.

Where a refurbished product is provided in settlement of your claim, this is considered a repair and your cover will not end.

3. The cover you receive:

Cover

Explanation

Your product is covered against:

1.    Accidental Damage

2.   Breakdown

Accidental damage is considered to be damage resulting from an unforeseen and sudden incident, which is accidental in nature.

If your product breaks down after the John Lewis guarantee period has ceased or suffers accidental damage, we will repair your product where possible.

If your product is uneconomical to repair, we will provide you with a replacement of the same make and model. Where the same make and model is not available, the replacement will be of a similar specification.

Where a replacement is not available, we will contact you to discuss alternative settlement.

Authorised service technicians

All repair services are provided by authorised service technicians, who are appointed  and approved by us.

World Wide Cover

Cover is extended outside of the UK for a period of up to 30 days in any 12 month period.  

4. Your cover excludes:

Summary

Explanation

Deliberate or cosmetic damage

You are not covered for:

1.    Damage caused deliberately or maliciously.

2.   Cosmetic damage such as scratches, dents, corrosion or colour where the function and use of the product is unaffected.

Items replaceable by you

This includes, but isn’t limited to, fuses, batteries, and other consumable items.

Manufacturer recall and defect

Work and costs incurred that relate to a manufacturer’s recall of the product, or manufacturer defect are not covered. Please refer to your John Lewis Guarantee terms and conditions where manufacturer recall or defect occurs.

Maintenance of the product (including neglect)

Including servicing, inspecting or cleaning of the product and failure to follow the manufacturer’s instructions and/or installation guidelines. This also includes where the product fails due to neglect.

Faulty installation

Failure by you or any other party such as a tradesperson, to follow manufacturer instructions and guidelines for installation

Weather and nature damage

Breakdown or damage from causes including (but not limited to) fire, flooding and lightening are not covered.

Computer software

Repairing, recovering or replacing any computer software, stored data or virus prevention/detection or external accessories. This includes but is not limited to situations where you have not backed up data or have not provided disks to allow operating systems to be re-installed.

Other cost or loss

We will only cover repairing or replacing the product. We will not cover any cost or loss of not being able to use the product, or time you take off work.

Delivery and/or installation costs

We will not pay any costs relating to the delivery, installation and/or disposal costs of a product or replacement product.

Where the product has been modified or repaired by someone not authorised by us

If the product has been modified in any way from the specification originally sold to you, or where it has been repaired by someone other than an authorised service technician approved by us.

Breakdown during the John Lewis guarantee period

If the product breaks down during the John Lewis guarantee, please refer to the guarantee terms and conditions as this policy does not provide cover for breakdown during this period.

5. Claims Process

In the case of accidental damage or breakdown:

Step 1

Before contacting the administrator, check the electrical connection, look for visible signs of the breakdown and consult the fault finding guide in the manufacturer’s handbook, if any.

Step 2

If the product still fails to function, telephone 0330 100 3637 between 8am and 6pm Monday to Friday or 9am and 4pm on Saturdays and Bank Holidays 9am and 5pm.

Please note that we do not conduct all repairs at your home, and we may arrange for a courier to pick the product up from you. We will advise you at the point you make a claim which process we will follow.

If you are outside the UK and you would like to have the repair undertaken while you are abroad, you may do so provided the cost of the repair does not exceed the local equivalent of £300 or the original purchase price of the product whichever is lower. Upon your return, you should submit your receipt together with a full description of the fault to the administrator. Alternatively, you may request a repair upon your return.

Step 3

 If the fault is as a result of accidental damage the authorised service technician will first inspect the product to determine whether it can be repaired.

Step 4

If your claim is accepted, your product will be repaired or replaced in line with these terms.

We will always do our best to make sure that you’re satisfied with the outcome.

6. Limitations

·      Your policy will end when you receive a replacement product, unless the replacement is a refurbished product, in which case cover shall continue to run.

·     The cover described in section 3 will be provided for products bought in the UK, and provided it is used for domestic purposes only.

·     Should you wish to transfer your policy to someone else, please contact the administrator.

·     You must notify the administrator as soon as possible if any of your details change.

·     Where breakdown or accidental damage occurs as a result of any unauthorised repair, modification, or upgrade, we will automatically terminate your policy, unless you have obtained prior written permission from us by contacting the administrator by post or telephone. Where we terminate your policy, you will be entitled to a pro rata refund of premium based on the number of full unexpired months of premium remaining.

·     We may alter the terms of your policy by giving you 30 days’ notice in writing to your last known address. We will only alter the terms of your policy where there is a regulatory or legislative change required, or where we are responding to industry guidance and codes. Where the terms of this policy are changed, you may cancel your cover and receive a pro rata refund based on the number of full unexpired months of cover remaining.

·     If you are not happy with the claims decision, please follow the complaints process below.

7. Law and Jurisdiction

Unless agreed otherwise, prior to the policy start date, English law applies to this policy and the parties shall submit to the non-exclusive jurisdiction of the Courts of England & Wales.

8. Misinformation

When applying for or varying this Policy, or submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your Policy or the payment of your claim.

9. Data Protection

The details you supply will be used by John Lewis plc and the administrator to administer your insurance and to handle your claim and London General Insurance Company Limited in respect of underwriting your insurance cover. Please note that telephone calls may be recorded by the administrator for training and monitoring purposes. Your data will at all times be held securely and handled with the utmost care in accordance with all principles of the English law. The insurer may use your details for the prevention of fraud, including adding your details to a register of claims. Your details will not be kept for longer than necessary. You may obtain a copy of the data held about you by writing to the administrator at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF.

Added Care for your home appliance

This is a maintenance and repair service plan between you, the purchaser (you/your), and The Warranty Group Services (Isle of Man) Limited (we/us/our). We have appointed TWG Services Limited (administrator) to administer this plan.

What does this plan provide?

This plan provides service and support for your product listed on the Confirmation Schedule, providing it is operated in a domestic environment. It is designed to ensure your product continues to work correctly and is protected against mechanical and electrical breakdown (other than caused by damage or neglect) during the term of the plan.

1. Eligibility

You are eligible for protection under this plan if:

·        You are aged 18 or over at the start date of the plan;

·        You have purchased the product in the last 60 days;

·        The product will be used in the UK

·        The product will be operated in a domestic environment

2. Duration

From the start date on your Confirmation Schedule you have access to:

·       Set up and on-going technical assistance (by telephone)

From the first anniversary of the start date on your Confirmation Schedule, you have access to:

·       Advice and maintenance (by telephone) and annual health checks (by telephone) 

The benefit for mechanical and electrical breakdown will begin upon expiry of the John Lewis guarantee period.

All services under this plan will stop on the earliest of:

·        The end date on your Confirmation Schedule

·        The date your product is replaced or you receive settlement under the plan

3. What services are provided?

Service

Explanation

Set up support by telephone

If you experience any problems in setting up your product in line with the manufacturer’s instructions and recommendations, you can call us and we will provide advice to get your product set up and working correctly. This service is also available should you relocate your product.

Assistance, advice and maintenance by telephone in the event of a technical issue

To ensure your product continues to work correctly and to its optimum performance, you can call us at any time during the Plan term and we will provide advice to overcome technical issues such as incorrect settings or connections or to resolve any mechanical or electrical faults.

Home visits by an authorised service technician

If we are not able to resolve the problem over the telephone, then we will arrange for an authorised service technician to examine the product to get it working correctly. This service is only available after expiry of the John Lewis guarantee.

Replacement product where yours cannot be repaired or is not economical to repair

There may be occasions when the service technician is unable to get your product working or we decide the product uneconomical to repair.

If your product is uneconomical to repair, we will provide you with a replacement of the same make and model. Where the same make and model is not available, the replacement will be of a similar specification.

Annual maintenance check (by telephone)

You can telephone to request an annual maintenance check which we will conduct with you over the phone. This service is available from the first anniversary of the date you purchased the plan, and every year after that for the plan duration. You will be taken through various checks to ensure your product is working to the manufacturer’s guidelines.

Disposal of the product

If your product is replaced, we will dispose of your old product. This service does not extend to American Style Fridge Freezers or Range Cookers.

Refund of unexpired portion of the plan

If a replacement product is provided by us, we will provide a refund (by either cash or gift vouchers, at our discretion) for the remaining unexpired plan value.

4. What is excluded

Summary

Explanation

Items replaceable by you

This includes, but isn’t limited to, fuses, batteries, hoses, and other consumable items.

Manufacturer recall and defects

Work that relates to a manufacturer’s recall of or defect in the product.

Failure to follow the           manufacturer’s instructions and/or installation guidelines.

You must ensure that when setting up and using the product, you follow the manufacturer’s instructions and any installation guidelines. If you do not, we will not be able to assist you under this plan.

Neglect

We will not provide support where your product is not properly maintained. For example, we will not be able to help with unblocking drainage channels in refrigeration equipment.

Damage

We will not be able to assist you if your product is accidentally or willfully damaged, or if it has cosmetic damage such as dents and scratches which do not affect the operation of the product.

Other cost or  loss

Any cost or loss suffered as a result of not being able to use the product, any loss or damage caused directly or indirectly as a result of the damage to or breakdown of the product. This also includes frozen food loss.

Installation costs

We will not pay any costs relating to the unpacking and installation of a product or replacement product.

Where the product has been modified or repaired by someone not authorised by us

We will not be able to assist you if the product has been modified in any way from the specification originally sold to you, unless it has been approved by the administrator or where it has been repaired by someone other than a service technician authorised by us.

Breakdown during the John Lewis guarantee period

If the product breaks down during the John Lewis guarantee, please refer to the guarantee terms and conditions as this plan does not provide breakdown support during this period.

5. To request our services

Step 1

Before contacting the administrator, check the electrical connection, look for visible signs of the breakdown and consult the fault finding guide in the manufacturer’s handbook, if any.

Step 2

If the product still fails to function, telephone 0330 100 3637 between 8am and 6pm Monday to Friday or 9am and 4pm on Saturdays and 9am and 5pm Bank Holidays. Please have your Plan Number ready and provide details of the incident giving rise to the problem. Your Plan Number can be found on your Confirmation Schedule. Should we be unable to rectify the problem over the telephone, we will arrange for a service technician to examine the product

Step 3

If the service technician cannot get your product working, they will contact us to obtain authority in order for us to arrange a replacement in accordance with Section 3.

We will always do our best to make sure that you’re satisfied with the outcome.

6. Limitations

·     The services will be provided for products bought and used in the UK.

·     Should you wish to transfer your Plan to someone else, please contact the administrator on 0330 100 3637

·     You must notify the administrator as soon as possible if any of your details change.

·     Where breakdown occurs as a result of any unauthorised repair, modification, or upgrade, we may automatically terminate your plan, unless you have obtained prior written permission from us by contacting the administrator by post or telephone. Where we terminate your plan, you will be entitled to a pro rata refund of cost of the plan based on the number of full unexpired months of services remaining.

·     We may alter the terms of the plan by giving you 30 days’ notice in writing to your last known address. Where we alter the terms, this will only be to comply with legislative changes, in response to industry codes and guidance or where the costs of the plan vary up or down. Where the terms of this plan are changed, you may cancel it and receive a pro rata refund based on the number of full unexpired months of services remaining.

Service plan provider details

This plan is provided by The Warranty Group (Isle of Man) Limited, whose registered address is Third Floor, St. Georges Court, Upper Church Street, Douglas, IM1 1EE, Isle of Man. Company number 094279C.

7. Law and Jurisdiction

Unless agreed otherwise, prior to the plan start date on your schedule, English law applies to this plan and the parties shall submit to the non-exclusive jurisdiction of the Courts of England & Wales.

8. Misinformation

When applying for this plan, or requesting assistance, you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your plan, or the repair or replacement of your product.

9. Data Protection

The details you supply will be used by John Lewis plc and the administrator to administer your plan and to handle your request for services and assistance. Please note that telephone calls may be recorded by the administrator for training and monitoring purposes. Your data will at all times be held securely and handled with the utmost care in accordance with all principles of the English law. Your details will not be kept for longer than necessary. You may obtain a copy of the data held about you by writing to the administrator at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF.

Added Care for your television

This is a contract of insurance between you, the purchaser named on the Certificate of Insurance (you/your), and London General Insurance Company Limited (we/us/our). We have appointed TWG Services Limited (the administrator) to administer this policy on our behalf.

This policy provides cover against accidental damage to your TV recorded on the Confirmation Schedule (the “product”).

Please note that having insurance cover does not mean that you should not take care of your product, and you should follow manufacturer’s guidelines regarding its use. 

1. Eligibility

You are eligible for cover if:

·     You are aged 18 or over at the start date of the policy;  

·     You have purchased the product in the last 60 days;

·     The product will be used in the UK; and

·     The product will be operated in a domestic environment.

2. Duration

Cover for accidental damage will begin from the date you purchased the product as appears on your sales receipt or the date you purchase this policy, whichever is the later.  Cover under this policy expires on the earliest of:

· The date your product is replaced or you receive an alternative settlement; or

· The expiry date as shown on   your Confirmation Schedule

3. The cover you receive:

Cover

Explanation

The product is covered against accidental damage

Accidental damage is damage resulting from an unforeseen and sudden incident, which is accidental in nature.

If your product suffers accidental damage, we will repair your product where possible If your product is uneconomical to repair, we will provide you with a replacement of the same make and model. Where the same make and model is not available, the replacement will be of a similar specification.

Where a replacement is not available, we will contact you to discuss alternative settlement.

Authorised service technicians

All repair services are provided by authorised service technicians, who are appointed, and approved by us.

4. What’s excluded:

Summary

Explanation

Deliberate or cosmetic damage

You are not covered for:

·       Damage caused deliberately or maliciously.

·Cosmetic damage such as scratches, dents, corrosion or colour, where the function and use of the product is unaffected.

Items replaceable by you

If the damage can be rectified by changing the fuse, batteries or similar parts we will not provide cover.

Mechanical Breakdown

We only cover accidental damage. Please refer to John Lewis Guarantee Terms and Conditions if the product breaks down

Other loss

We will only cover repairing or replacing the product. We will not cover any cost or loss of not being able to use the product or time you take off work.

Delivery and/or installation costs

We will not pay any costs relating to the delivery and/or installation of a product or replacement product.

Where the product has been repaired by someone not authorised by us

If the product has been repaired by someone other than an authorised service technician approved by us.

Not taking care of your insured product

There are simple things you can do to ensure you are taking care of your product, like securely fixing it to the wall or placing it on a correctly-sized unit. 

We will always take into account the situation when the accidental damage occurred when assessing your claim.

5. Claims process

Step 1

To make a claim, telephone the administrator on 0330 100 3637 between 8am and 6pm Monday to Friday or 9am and 4pm on Saturdays and Bank Holidays 9am and 5pm.

Please note that we do not conduct all repairs at your home, we may arrange for a courier to pick the product up from you. We will advise you at the point you make a claim which process we will follow.

Step 2

 An authorised service technician will first inspect the product to determine whether it can be repaired.

Step 3

If your claim is accepted, your product will be repaired or replaced in line with these terms.

We will always do our best to make sure that you’re satisfied with the outcome.


6. Limitations

·     Should you wish to transfer your policy to someone else, please contact the administrator by post or telephone.

·     You must notify the administrator as soon as possible if any of your details change.

·     Where accidental damage occurs as a result of any unauthorised repair, we will automatically terminate your policy, unless you have obtained prior written permission from us by contacting the administrator by post or telephone. Where we terminate your policy, you will be entitled to a pro rata refund of premium based on the number of full unexpired months of premium remaining.

·     We may alter the terms of your policy by giving you 30 days’ notice in writing to your last known address. We will only alter the terms of your policy where there is a regulatory or legislative change required, or where we are responding to industry guidance and codes. Where the terms of this policy are changed, you may cancel your cover and receive a pro rata refund based on the number of full unexpired months of cover remaining.

If you are not happy with the claims decision, please follow the complaints process below.

7. Law and Jurisdiction

Unless agreed otherwise, prior to the policy start date, English law applies to this policy and the parties shall submit to the non-exclusive jurisdiction of the Courts of England & Wales.

8. Misinformation

When applying for or varying this Policy, or submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your Policy or the payment of your claim.

9. Data Protection

The details you supply will be used by John Lewis plc and the administrator to administer your insurance and to handle your claim and London General Insurance Company Limited in respect of underwriting your insurance cover. Please note that telephone calls may be recorded by the administrator for training and monitoring purposes. Your data will at all times be held securely and handled with the utmost care in accordance with all principles of the English law. The insurer may use your details for the prevention of fraud, including adding your details to a register of claims. Your details will not be kept for longer than necessary. You may obtain a copy of the data held about you by writing to the administrator at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF.

Added Care general terms and conditions

1. Cancellation and refund policy

Added Care for your technology, small appliances and television

Should you wish to cancel your Added Care policy, please contact the administrator’s Added Care Team by telephone on 0330 100 3637 or write to John Lewis Added Care Team, PO Box 99, Mitcheldean GL17 0SX.

If you have not made a valid claim and cancel the Policy within 60 days from date of purchase or receipt of these terms, whichever is later, you will receive a full refund of the premium paid. If you have made a claim you will receive a pro rata refund based on the number of full unexpired months remaining on your policy.

After 60 days you may cancel the Policy and will receive a pro rata refund of the premium you have paid based on the number of full unexpired months of cover remaining regardless of whether a claim has been made, except where the Policy has ceased as detailed under ‘Limitations’.

If this policy has been provided free of charge, then you are not entitled to a refund.

Added Care for your home appliance

Should you wish to cancel your plan, please contact the administrator by writing to John Lewis Added Care PO Box 99, Mitcheldean GL17 0SX or telephoning 0330 100 3637.

If you have not made use of the plan and cancel within 60 days from date of purchase or receipt of these terms, whichever is the later, you will receive a full refund of the cost of the plan paid by you.
If you have made use of the plan you will receive a pro rata refund based on the number of full unexpired months remaining on the plan.

After 60 days you may cancel the plan and will receive a pro rata refund based on the number of full unexpired months remaining on the plan regardless of whether service or support has been given.

If this plan has been provided free of charge then you are not entitled to a refund.

2. Queries and Complaints

Added Care for your technology, small appliances and television

If you have a query regarding this policy, please telephone the administrator’s Added Care Team on 0330 100 3637 or email johnlewis@thewarrantygroup.com.

For complaints relating to the terms of this policy, administration or claims handling under this insurance please write to the Customer Relations Department of TWG Services Limited at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF, telephone 0330 100 3637, or email customer.relations@thewarrantygroup.com. TWG Services Limited administers the policy on behalf of the insurer, London General Insurance Company Limited.

If you have a complaint relating to the sale of this policy please contact John Lewis Head Office Customer Services by telephone on 020 7828 1000 or by post to 171 Victoria Street, London SW1E 5NN. If your complaint addressed to any of the above parties is not resolved to your satisfaction you may within 6 months of a final decision contact the Financial Ombudsman Service at Exchange Tower, Harbour Exchange Square, London, E14 9GE, or by telephone: 0800 023 4567 or 0300 123 9 123.

Added Care for your home appliance

If you have a query regarding this plan, please contact the administrator by telephone on 0330 100 3637 or email JohnLewis@thewarrantygroup.com

For complaints relating to the terms of this plan, administration or the services provided under it, you may contact the Customer Relations Department of TWG Services Limited by telephone on 0330 100 3637 by email customer.relations@thewarrantygroup.com or you can write to John Lewis Added Care, The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF.

If you have a complaint relating to the sale of the plan, please contact John Lewis Head Office Customer Services by telephone on 020 7828 1000 or by post to John Lewis plc, 171 Victoria Street, London SW1E 5NN.

Nothing in this plan affects your statutory rights. You can get advice about your rights from your local Citizens Advice Bureau or Trading Standards Department.

Our ability to discharge our financial obligations that you have to you under this plan are guaranteed and backed up by an independent trust fund. If you require any further details, please contact the administrator.

3. Status Disclosure

Added Care for your technology, small appliances and television is underwritten by London General Insurance Company Limited, a private company limited by shares and incorporated in England, whose registered head office is at Integra House, Floor 2, Vicarage Road, Egham, Surrey TW20 9JZ. Registered Number 186573. London General Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, FRN 202689. Added Care for your home appliance is provided by The Warranty Group (Isle of Man) Limited, whose registered address is Third Floor, St. Georges Court, Upper Church Street, Douglas, IM1 1EE, Isle of Man. Company number 094279C.

4. Customers with additional requirements

If you have hearing or speech difficulties, you can text telephone us on 0330 100 3330.
This document and all our literature is available in large print, audio and Braille - you can call us on 0330 100 3637 to request a copy.