My boiler broke down, no central heating and hot water, water pouring out of the boiler. I have never seen such a flagrant example of misselling, company systemic failings and not treating a customer fairly! I was sold a boiler, radiator & service care plan by SP, which is then passed to domestic and general. The policy is missold and fraud. It was sold as a 24/7 emergency care plan but all this means is you can get hold of a customer care person who books the engineer The truth is they apparently have 48 hours to get someone out. This is not mentioned when it’s sold or in any of the emails or literature, quite the opposite. You are encouraged to think you’re covered 24 hours a day, Mon -Fri. Last year boiler broke down on Xmas eve when family over so keen to be fully covered - the irony is they’re over again tomorrow ! for an early Xmas. The policy is not fit for purpose since your expectation is for an engineer to come out same day. It’s Saturday- no one is available til Monday. There’s supposed to be a remote component where an engineer calls you to try and fix it on the phone, yet no one was available despite requesting three engineering companies to provide an engineer - if these companies are not required to supply an engineer then D&G are not providing the service they’re selling!!! The first person I spoke to at D&G, Rebecca (rude, dismissive, no empathy, wanted to get me off the phone), didn’t even tell me about the remote component- I told her - then she couldn’t be bothered to try and get hold of an engineer. I had to ring again- spoke to a really nice lady called Patricia - but she was unable to get anyone. I felt so sorry for her having to explain away what are systemic failings. I was not asked if I am vulnerable, which I am - having recently had a major cancer operation and on immunotherapy treatment, but when I told Patricia she couldn’t do anything anyway because it’s a weekend. She was so embarrassed! So if you’re vulnerable during the week, you might get prioritised, if it’s at weekend, it makes no difference! I have to sit in a freezing cold house with compromised immune system! The whole thing is a disgraceful con, with failings on both SPs and D&Gs part!