Don’t worry – help is on the way!
On this page, you can request an urgent breakdown call-out for a Nelson engineer to attend your site and resolve a problem you’re experiencing with your machine.
A FEW QUICK FAQ’s
What is the cost of an urgent call-out?
Our standard call-out rate is £195 + VAT. However, if your machine is under warranty, it is very unlikely you will be asked to pay.
What does the call-out include?
The call-out fee covers attendance by one of our engineers at your site and up to 1 hour of labour. If more time is required to repair the fault, labour will be charged at £25 per 15 minutes.
Will I be charged for the call?
If your machine is under warranty, your call should be free of charge. We only apply charges when the fault is classified as “user related”. If the warranty has expired, callout and labour will be charged at the standard rate with parts extra if required.
How do I pay for the call?
Start by placing the call online using the form below. When we receive your booking, our service desk will contact you and take payment by phone.
What is a user-related call?
A user-related call refers to issues caused by misuse, inadequate maintenance, or instances where wilful damage has occurred.
How soon will an engineer attend?
If your call is placed early in the day, we will always try to attend the same day, though most visits are scheduled for the following day. Attendance will always be within a maximum of 48 hours (excluding weekends).
Can I minimise the response time?
Yes—place your call as early as possible and avoid restricting the times when we can attend.
Can I purchase a new warranty if mine has expired?
Yes. We offer a range of service contracts with additional benefits. These provide advantages such as priority response and the peace of mind that unexpected costs won’t catch you off guard. Read more.
PRICING
If your machine is not covered by an active warranty or service contract, we will charge you for this call as follows:
All prices exclude VAT. All call-outs include an engineer on site for up to an hour, and a full inspection of the machine beyond the specific fault reported. Any parts or return visits required will be charged extra.
MAYBE WE SHOULD SPEAK?
Some faults and breakdowns can be fixed with a simple phone call. It could be that an engineer doesn’t need to attend, and we can talk you through a few safe, simple procedures over the phone. The benefit? You could be back up and washing within 5 minutes!
There are also some handy help sheets in our resources section of this website which offer quick, safe, self-help solutions to various common faults. Checking-in with this could also get you back up and running quickly and without an engineer visit being necessary.
CALL US NOW VIEW RESOURCES
ABOUT SERVICE BY NELSON
At Nelson, service isn’t an afterthought — it’s at the heart of everything we do. We combine fast, reliable support with thoughtful, preventative care to keep your dish and glasswashers performing at their best. With decades of hands-on experience behind us, we know how to maximise machine life, maintain consistent results and minimise disruption for your business. We target a 98% first-call fix rate and, for the last five years in a row, we’ve come pretty close.
LEARN MORE
OUR FLEET
Our extensive fleet of specialist technicians are at the heart of our service operation. Each engineer is highly trained, fully equipped and experienced in working exclusively with commercial dish and glasswashing machines. Every van carries hundreds of genuine parts, giving our engineers the best possible chance of completing a repair on the very first visit. Every vehicle is GPS-tracked and constantly connected to our West London HQ, so we always know exactly where our team is and which engineer is best positioned to assist when a call comes in.
KEEPING TRACK
From our dedicated service hub, our logistics team coordinates daily routes, monitors job progress and ensures engineers have the tools, components and technical support they need to work efficiently. This allows us to deploy the right expertise to the right place with clarity and precision—keeping customers supported by a team that’s well-prepared, well-organised and ready to keep their equipment performing at its best.