I would like to advise potential customers before you sign up for any James Frew plans to take into consideration my experience. Since September 2022 until October 2025 I was a customer with James Frew. During that time, I had the Gold Plan, as it is quoted as providing comprehensive cover for the boiler, central heating, plumbing, drainage and electrics, providing 'peace of mind' and 'the highest level of protection'. I assumed comprehensive cover meant most issues I reported with regards to the above would be covered. Especially when they advertise:‘With Gold cover, your family can relax knowing everything – from boilers to pipes and wiring – is taken care of, come rain, shine, or the chilliest winter night’. However, when I contacted James Frew to report my first electrical fault, I was informed it was not covered in their Gold Plan policy and quoted a discounted price of £692.06 for the electrical costs. The second electrical fault I reported was also deemed as not covered in their Gold Plan. Yet again when I contacted James Frew about a shower temperature issue I was told it was not covered in their Gold Plan and when I reported an issue with my boiler, I was told it was due to a leaking pipe. Once again, I was advised the Gold Plan did not cover and it would cost £287, which I paid to repair the leaking pipe. When I contacted James Frew about a blocked toilet, it appeared to be covered by the Gold Plan. Finding the route of the problem seemed to be challenging for their specialised staff and after having to report the same issue to James Frew several times, I was told it was not covered as I had reported the same issue more than two times. Surely that is their problem as they have not been able to resolve the issue? I can clarify that no more than one issue was ever reported within the two month period, which I highlighted when I reported the blocked toilet. I was nevertheless informed by email in October 2025 that I would need to pay for the job and was quoted £259.20. It was highlighted that, ‘Further works required would be costed separately’.I did telephone a member of their staff to clarify as the Gold Plan clearly states: ‘Our Gold level subscription includes an unlimited number of callouts in connection with plumbing and drainage and electrical installation cover’ (5.10).Needless to say, on learning that James Frew was not going to withhold what they advertise, I cancelled the Gold Plan which costs £281.88 a year. So, for those wanting as quoted in the Gold Plan policy: ‘peace of mind by covering potentially expensive emergencies’ such as a faulty boiler and presuming you will be entitled to ‘an unlimited number of callouts’ when they cannot resolve an issue, please think carefully before you go ahead with the James Frew Gold Plan, or any of their plans for that matter.
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