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 – just login to the Guardsman Customer Portal here and log a new claim. Alternatively give us a call using the telephone number on your plan certificate.  This can be found in Section 6: Making a Claim (Monday – Friday 9:00am – 5:00pm)


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 liquids or solids then blot any remaining residue with a clean white cloth or paper towel and water. Be careful not to rub the area as this can damage it. Leave it to dry.

Then login to the Guardsman Customer Portal here which will take you to your own dedicated dashboard and allow you to make a claim there and then. Alternatively call us using the telephone number on your plan certificate (Monday – Friday 9:00am – 5:00pm)

 

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 or carpet.


Our specialist stain remover wipe is really easy to use and is effective at removing stains from carpets and fabric upholstered furniture.

1. Blot the fresh spill with a clean white paper towel or cloth to soak up the excess

2. Remove the wipe from the packet and gently blot the stain applying a light pressure

3. For more stubborn stains, you may need to persevere and repeat using a clean part of the wipe each time you blot

4. Don't be tempted to rub the stain, or wipe aggressively as this may damage the fabric or carpet

5. Leave to dry naturally

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...

Coats individual fibres

Repels liquids

Makes stain removal easier

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

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

Once you’ve completed the claim process either in the Guardsman Portal or over the telephone it can take up to 5 working days for us to assess your claim.

If your claim is covered under the terms and conditions of your plan, we will either post out to you a stain remover wipe to try if applicable (unless you request us not to) or 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 4-16 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 your address, add a named person, change phone numbers or email addresses you can login to the Guardsman Portal here and make the updates in the My Account section. Alternatively contact the Policy Administration team via email policy.admin@guardsman.co.uk

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 £10 administration charge to transfer policies.

Our protector spray is a water-based solution which does not contain PFOA/S (Perfluoro octyl alcohol / sulphate) or Teflon.

Customer Portal

As you are a Guardsman furniture protection plan owner we have emailed you to advise about our recently launched online portal for all Guardsman protection plan holders; which means you now have 24/7 access to your policy information including what you are covered for and how to make a claim with us.

As a Guardsman customer you are also entitled to a 10% discount off any furniture care products, details of which are included in the welcome email we sent.

Click here to visit our portal


Simply click here and login using the details you received on your welcome email. Don’t worry if you’ve forgotten them, you can re-set your details on the Portal homepage

As this is a new Portal, we are in the process of uploading any historical data which may take some time to do.  Check back in a week or so, or alternatively contact us to let us know.

If you are able to remove the affected section either by unzipping it, undoing a button or it is attached by velcro then this is considered to be a loose part.  If it is stitched and unable to be removed then this is a fitted part which will require a technician visit to fit the part.

Each photograph needs to be less than 5mb and either a jpeg, png or bmp file. 

The portal is unable to accept any other file formats.

You can amend your contact details, including your address, email and telephone numbers within the portal easily, just login here and click on the the 'update details' section within My Policies. 

Alternatively you can contact the Policy Administration department, details of which can be found on your Policy Certificate. 

If you wish to update your name, please contact our Policy Administration department.

To update your marketing preferences, simply login to the portal here, click on the 'Update Details' button under My Policies section and scroll to the bottom of the page to update your preferences.

There is a forgot password option on the home page of the portal, click the link and you will receive a link to reset it.

It's really easy to update your email address, simply login to the Portal here and click on 'Your Account' at the top, edit the form and save.

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.

COVID-19 Information

We will not attend customers' homes if a member of the household has symptoms of COVID-19 or where the customer or member of the household has been advised to self-isolate until it is safe to do so. We will not attend homes until a minimum of 10 days after the first sign of COVID-19 in any home.

If you have any underlying health conditions where there is a need for increased vigilance and Personal Protective Equipment, then please discuss this with your technician. It may be appropriate to delay the claim for a while by mutual consent.

• Please tidy the access, entrance, passage and area where work may be carried out.

• Remove all children, pets and family from these areas.

• Please wipe down any surface’s door handles etc with disinfectant wipes.

• For both parties sake, maintain social distancing during the visit.

• Open windows and ventilate the home.


Our technicians will:

• Wash or sanitise their hands before and after every visit.

• Put on the PPE, relevant to the risk level presented.

• Will not shake hands and will maintain a two-metre social distance within the home.

• Use all appropriate protective measures and pre/post work sanitation.

• Place a completed job card with all the details for you to sign and stand back.

• Allow you to fill in the relevant sections and sign using your own pen.

• Leave the property and dispose of, or disinfect any PPE, tools or equipment as needed.


If you have any specific concerns, please do not hesitate to discuss them with either your claims handler or technician prior to the visit.


Yes, any Guardsman policy holder who has been issued with a mandate will get a 3 month extension from the date it was issued.  

Under usual circumstances it can take anything between 9-12 weeks for a replacement part to come, because just like your sofa it needs to be manufacturered.  However, because they have been closed due to COVID-19 there are likely to be further delays. 

Please don't call us to chase for information, we will be chasing them on your behalf and we will let you know as soon as we have any information.