About Pacifica

Founded in 2003 by a small group of energy sector experts, Pacifica Group is now one of the UK’s largest support services organisations serving a number of core sectors centred around the electrical appliance, domestic heating and home owner markets.

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Largely grown by recommendation, Pacifica has an enviable client base of some of the UK’s most recognised brands. We are on a journey to be Europe’s chosen brand for specific products and services for the home owner. Whilst our core business activities span the UK and Ireland, we also reach into Europe and Asia.

Unlike any other of our peers, Pacifica Group has invested heavily in creating a unique suite of wrap around solutions for our clients and customers. We are a true destination business, meaning that we give our clients no reason to use anyone else.

Naturally we place maximum focus on nurturing our employees, and whilst our people are a unique asset to the business, an equal asset is the professional relationships we hold between colleagues and clients. The Pacifica Board intentionally keep close to all business activities and client relationships, resulting in service delivery excellence and agility.

A unique and powerful blend of capabilities.

We are one of the UK's largest providers of home appliance, gas heating, inspection, repair and replacement services.We also provide product warranty, performance intelligence, software solutions and spare parts directly to consumers and corporate partners on a national and international basis.

  • We own and operate one of the UK’s largest spare parts warehousing and distribution centres
  • Importing thousands of items from around the world every day
  • Direct sales and distribution capabilities from private buyers to Blue Chip organisations
  • Product experts readily available to give advice and support
  • Sophisticated and accurate warehouse management software system, ensuring next day delivery and minimal returns
  • Huge range of spare parts for domestic appliances, heating systems and televisions
  • On-line tracking and timed delivery facility

We own and operate one of the UK’s largest engineering field forces.

  • We own and operate the UK’s largest independent domestic appliance field force
  • Covering over 80% of the UK with branded and uniformed engineers
  • Remaining areas covered by certified and approved partners under our SLA’s
  • We inspect, repair, replace and dispose of thousands of products every month
  • We own one of the UK’s largest independent Gas and Heating field force teams
  • Expertise in installing, repairing and servicing domestic heating and plumbing systems
  • Because we own our field force and spare parts business, we stock common parts on out vans, meaning market leading first time fix rate

We carry out over 23,000 interventions per month throughout the UK.

  • We operate 3 UK based customer service centres for maximum resilience
  • Handling thousands of inbound and outbound call every day and night
  • From customer services, engineer liaison to desktop engineers and claims handlers, we provide complete wrap around solutions
  • SLA guarantees
  • Dedicated case handlers
  • White labelling and triage services
  • Multiple instruction capabilities

We are trusted by some of the UK’s largest brands

  • We own and operate a fully FCA regulated product warranty and insurance intermediary
  • Providing peace of mind cover across thousands of products
  • Underwritten by some of the largest Insurance companies
  • Covering many different products mainly across the Brown & White product sectors

We are authorised and certified by multiple regulators

  • We own and operate one of the UK’s leading Home Emergency businesses
  • Covering all the major perils 24/7 for the domestic home, landlord and small business owner
  • Underwritten by one of the UK’s most respected insurers
  • A substantial network of in-house and contracted trades people throughout the UK
  • Able to quickly deal with the emergency with the option to ‘follow on’ fix

Our systems are world-class

  • We own a leading software development business
  • We provide software solutions to a wide range of complex Blue Chip businesses
  • Our development capabilities cover; retail, insurance, field force, finance, insight, claims handling and much more

These are our Values

  • We Are Proud
  • Customers are central to our world
  • We care beyond expectations
  • Only the highest quality & service will do
  • Best value is in our DNA
  • We Are Professional
  • Our knowledge is unsurpassed
  • We know how to protect clients brands
  • We continually invest in our people
  • We know our markets and customers
  • We Are Determined
  • We get the job done
  • We stay focused
  • We relentlessly pursue excellence
  • We are resourceful
  • We Are Innovative
  • We never stand still
  • Complacency is not an option
  • We strive for continuous improvement
  • We enjoy being progressive