Complaints Handling Procedure

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.

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We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time. When that happens we want you to tell us what went wrong so we can put matters right.

We want to:
  • Make it easy for you to tell us what went wrong;
  • Give your complaint the attention it deserves;
  • Resolve your complaint fairly without delay; and
  • Make sure you are satisfied with how your complaint was resolved.

Repair Complaints
How and where to complain

If you are not satisfied with a repair service undertaken by Pacifica please tell us about your complaint in the following ways:

  • In writing – write to us and address your letter to:
    • Pacifica Appliance Services Escalations Department
    • Rainton Business Park
    • Houghton-le-Spring
    • DH4 5RA
  • By telephone – call us 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 will it take?

We aim to respond to your complaint within 4 working hours and we aim to resolve your complaint quickly, however if a repair is ongoing or spare parts are required this may take longer to fully resolve.

Warranty Product Complaints
How and where to complain

If you are not satisfied with a Warranty Product purchased from Pacifica Warranty please tell us about your complaint in the following ways:

  • 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?

We will always aim to resolve your complaint straight away. Some complaints may meet the definition of a complaint set out by the Financial Conduct Authority (FCA), who regulate Pacifica Warranty. In these cases; if we cannot resolve your complaint informally within 3 days, we’ll follow the formal process approved by the FCA which means well:

  • acknowledge your complaint speedily
  • complete a detailed and impartial investigation
  • keep you updated throughout the 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.

Our aim is to resolve all complaints quickly . 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

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

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