Subject: Urgent Complaint – Poor Customer Service & Lack of Support Dear D&G Complaints Team, I’m writing to express my disappointment with the service I received regarding a faulty washing machine claim. On August 15th, my washing machine broke down. The earliest engineer visit was August 20th, but they didn’t have the parts. I’ve had to spend £50–£60 at the laundrette, and will likely have to do so again, despite paying insurance on over 10 appliances for 3+ years. I spoke with a representative named Nadeem, who was unprofessional, dismissive, and interrupted me constantly. He refused to file a complaint or show any understanding of my financial or health situation. He insisted D&G wouldn’t compensate me—even though the fault hasn’t been fully diagnosed. And put the blame on HOTPOINT the company UNEXPECTED THEM TO PAY THE COMPENSATION TO ME WHEN MY INSURANCE IS WITH THE INSURANCE COMPANY D&G I’VE BEEN PAYING D&G EVERY MONTH FOR MY INSURANCE NOT HOTPOINT so why should they be paying me compensation when I am a customer of D&G After a 50-minute call, I was ready to cancel all my policies. However, when I called back, I spoke with Charlene Slindile Mabaso, who was calm, understanding, and helpful. She listened, acknowledged my concerns, and submitted a complaint on my behalf. Charlene is the only reason I didn’t cancel my insurance today. I’m now waiting for a response. If I don’t receive appropriate support and compensation, I will be cancelling my policy and sharing this experience publicly. Yours sincerely,
Adil Khan Policy number W1H0065364