Frequently Asked Questions

Furniture Protection Plans

A Furniture Protection Plan is essentially ‘no excess’ furniture insurance. It gives you peace of mind to completely enjoy your furniture. Visit the Furniture Protection Plan page for more info.

Making a claim is easy – you can download a claim form here or call our UK based call centre using the number on your Plan certificate, Monday-Friday, 9-5pm. 

Pricing varies per item – if your furniture hasn’t been delivered yet, get in touch with your retailer who may still be able to update your order to include a Protection Plan.

There are no excesses to pay! There are absolutely no hidden or surprise costs.

Don’t panic – we’re here to help. First, carefully remove any excess liquid or solids. Then blot any remaining residue with a clean, white cloth or paper towel and water, being careful not to rub the area as this can damage the fabric. Leave it to dry naturally.

o Guardsman stain remover can be used to tackle the stain (just make sure you follow the instructions – watch the ‘how to’ video https://guardsman.co.uk/stain-remover

As well as regularly vacuuming, manufacturers recommend having your carpets and upholstery professionally cleaned every 6-12 months. We’d highly recommend Safeclean, our carpet and upholstery cleaning experts.

Having your item professionally cleaned doesn’t invalidate your Furniture Protection Plan.

As well as generally improving the appearance of your furniture and flooring, professional cleaning can increase its lifespan by removing the dirt and dust which build up in between the fibres causing damage and wear.

Professional cleaning also makes your home a healthier environment by removing allergens and bacteria which can be harmful to health, exacerbating symptoms of hay fever, asthma and skin conditions such as eczema.

Our Furniture Protection Plans are for new furniture only, that means renewals aren’t available. However, if your furniture is being replaced you can buy a new plan directly from us, just ask your claim handler for more info: enquiries@guardsman.co.uk

Alternatively, you can register a Guardsman Care Programme for any item of furniture – new or old. It’s not insurance, but as a pay-monthly plan, it does entitle you to two free annual deep cleans. Find out more https://www.safeclean.co.uk/Guardsmancare

Furniture Protection Plan coverage varies between each retailer. Generally, most plans cover for staining and accidental damage for 5 years. Visit What is a Furniture Protection Plan for more information.

We send it to you as the first step in the claim process for 2 reasons:

 It’s so effective that it may well completely remove the stain which means you don’t have to spend your time waiting in for one of our technicians to visit.

 Even if it doesn’t completely eliminate the stain, it will certainly improve the chances of your technician being able to professionally remove it as it will have broken down the components of whatever it is that has stained your fabric.


Our specialist stain remover is really easy to use, but if you’re looking for some guidance, take a look at https://guardsman.co.uk/stain-remover

Furniture Protection Plans are available from your furniture retailer either at checkout or before delivery. If you have had replacement furniture as a result of a claim, you can buy a new plan directly from us. Just ask your claim handler.


Our specially formulated protector treatment will help prevent spills and liquids from penetrating and damaging the fibres of your carpet or fabric. It isn’t magic... it’s just a really effective chemical solution that works by treating each individual fibre. That makes it easier for you to remove any staining that such spills may leave behind, reducing the likelihood of permanent damage.

The protector treatment...

o Coats individual fibres

o Repels liquids

o Makes stain removal easier

o Does not smell, leave a residue or change the texture of your fabric/carpet

o It’s non-hazardous & doesn’t react further once applied

Once we’ve received your claim form, we will assess it. This can take up to 5 working days.

If your claim is covered under the terms and conditions of your plan, one of our independent technicians will contact you within a maximum of 2 working days to make an appointment.

The appointment they offer you should be within the next 10 working days (don’t worry if that isn’t convenient, you can ask them for another date). Please note: if you need to cancel once the appointment is booked, please give us at least 24 hours notice or you may be charged for the visit.

Replacement parts and items take on average between 4-9 weeks to arrive but may take longer. This lead time is set by the manufacturers who often make parts to order and can be internationally based. It’s just like ordering new furniture from a retailer and will take a similar amount of time as your original furniture did to arrive. We’ll let you know as soon as we have a delivery date.


In the unlikely event that you’re unhappy with the service you’ve received or the outcome of your claim, you can make a formal complaint. As a stringently regulated company, we take all complaints very seriously and will be handled in accordance with FCA guidelines.

Your complaint will be acknowledged within 5 working days and we aim to resolve your complaint within 15 working days from first notification. If we’re unable to resolve your problem in this time, Guardsman will notify you in writing to explain the causes for the delay and the time in which they expect to resolve your complaint.


Complaints Team, Guardsman, 152 Brook Drive, Milton Park, Abingdon, Oxfordshire, OX14 4SD

Tel: +44 (0)1235 444751

Email: complaints@guardsman.co.uk

If your complaint is in regards to a Protection Plan, quote your Plan reference number or claim number as this will help to provide you with a quicker response.


If you're unhappy with our decision:

You can refer your complaint to the Financial Ombudsman Service (FOS) in the UK or the Financial Services and Pensions Ombudsman (FSPO) in the Republic of Ireland 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.

UK: FOS, Exchange Tower, Harbour Exchange, London, E14 9SR

Tel: +44 (0)800 0234 567 / +44 (0)300 1239 123

Email: complaint.info@financial-ombudsman.org.uk


ROI: Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29

Tel: +353 1 567 7000

Email: info@fspo.ie.

 If you need to cancel your appointment please give us at least 24 hours’ notice. Email fieldservices@guardsman.co.uk , providing your surname, postcode, time and date of the appointment you are cancelling and your claim number.

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.

To change the name of the policy holder, your address, phone numbers or email address, get in touch with the Policy Administration team via email us: policy.admin@guardsman.co.uk. Please note, as this is an insurance policy, you will need to answer security questions and will need your furniture delivery date and your invoice or order number. 

If you sell or give away your furniture you can transfer the policy to the new owner. You just need to get in touch with our Policy Administration team via email us: policy.admin@guardsman.co.uk. Please note, there is a £40 administration charge to transfer policies.

Care and Repair

Don’t fear…we can still help you! We can provide you with a free, no obligation estimate for rips, burns, scratches, broken recliner mechanisms, sagging chairs, broken springs or frames as well as overall cleaning. Head over to the Care & Repair page to find out more.

Partner with us

Choosing to work with Guardsman means choosing to work with the best service provider for both you and your customers. We provided unrivalled coverage, the best technicians for the job and leading customer service from our UK based claim centre.

When working with retailers we endeavour to provide flexible, bespoke options when it comes to our plans, products and promotional materials whilst protecting your brand through stringent compliance. We have worked with some of the largest national retailers across the UK, some for 30+ years. To find out more, get in touch via info@guardsman.co.uk – we’d love to hear from you.

Visit  www.safeclean.co.uk to find out more about joining our UK wide network of carpet and upholstery cleaning technicians with a 50 year heritage.

Our network of talented furniture repair technicians are all independently contracted to carry out Guardsman service work. To find out more about joining us, get in touch with our Technical Manager through: fieldservices@guardsman.co.uk.