Complaints Handling Procedure

Not fully satisfied with the service we’ve provided? We always want to hear from you so that we can put it right and improve.

We put our all into giving you, the customer, the very best services and products. But we also understand we may not always get it right the first time, every time. That’s why we need you to let us know if something went wrong — that way we can rectify things for you.

Our goal is to:

• Make it simple for you to share what went wrong;
• Apply the careful attention your complaint needs;
• Address your issues promptly and fairly;
• Check you’re happy with the outcome of your complaint.

Repair Complaints – How and where to complain

Should you be dissatisfied with the repair service we’ve provided, we want to hear from you. You can contact us at Pacifica in a number of ways, so it’s easy to find the approach that suits you:

In writing – you can address your letter to:

• Pacifica Appliance Services Escalations Department
• Rainton Business Park
• Houghton-le-Spring
• DH4 5RA

By telephone – give us a call on 03003 739 169 during our office hours and ask for the Customer Escalations Department.

By email – use the email escalations@pacificagroup.co.uk
How long does it take?

Our mission is to reply to your complaint within four working hours, as well as to provide a swift resolution. This could, however, take longer if the repair is ongoing or if we’re waiting for spare parts.

Warranty Product Complaints

How and where to complain

Not totally satisfied with the Warranty Product you’ve bought from Pacifica Warranty? Let us know via the following channels:

In writing – write to us and address your letter to:

Pacifica Warranty Escalations Department
Rainton Business Park
Houghton-le-Spring
DH4 5RA

By telephone – call us on 03330 436 695 during our office hours and ask for the Customer Escalations Department.

By email – use the email Complaints@ukwarranty.com

How long will it take?

Our goal is to resolve your complaint as quickly as possible. In some instances, complaints may meet what the Financial Conduct Authority (FCA) deems an official complaint as the FCA regulates Pacifica Warranty. For these complaints, if we are unable to resolve matters ourselves within three days, we will apply the formal FCA process, which is as follows:

• Prompt acknowledgement of your complaint
• Undertake a thorough and impartial investigation
• Updates for you throughout this process
• Give you a written response within 8 weeks of receiving your complaint which will explain our final decision or, if there is a delay, the reasons for the delay and an indication of when we expect to provide a final decision.

We aim for swift complaint resolutions. However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the “eight-week rule”), you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The eight weeks start from the date a complaint is received anywhere in our business. Their contact details are shown below.

Please note: Only complaints relating to the sale of financial services should be referred to FOS.

Financial Ombudsman Service can be contacted in writing:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Via phone: 0800 023 4567 (free for most people ringing from a fixed line)

Via email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk