Pacifica Group Ltd
What is Pacifica Group Ltd?
Pacifica Group Ltd is one of the UK’s largest domestic appliance repair companies, operating a nationwide network of over 240 directly employed engineers who carry out repairs on a wide range of household appliances. The company trades under the Pacifica name at pacifica.co.uk and serves both private consumers and a broad range of business customers including retailers, insurers, manufacturers, and distributors throughout the UK and Europe.
Based in Houghton le Spring, County Durham, Pacifica has built its reputation on a combination of transparent pricing, professional engineers, and a structured appointment system that gives customers a three-hour visit window, engineer tracking on the day of the repair, and direct contact with the engineer attending their home.
The origins of Pacifica
Pacifica Group Limited was incorporated on 19 August 2005, originally registered as Pacifica Group PLC, reflecting its early ambitions as a public limited company. The business subsequently converted to a private limited company structure in April 2008, a transition that allowed it to focus on long-term service development rather than public market obligations.
The company’s roots lie in B2B support services, building its reputation initially by operating quality repair services on behalf of retailers, insurance companies, manufacturers, and distributors before developing its direct-to-consumer offering. This background in high-volume, contract-based repair for large commercial clients gave Pacifica the operational infrastructure, engineering resource, and logistics capability that now underpins its consumer repair service.
That heritage is still visible in the business today. Pacifica operates both a consumer-facing repair service at pacifica.co.uk and a separate corporate division, Pacifica for Business, which serves commercial clients requiring managed appliance repair and support services at scale.
How Pacifica has grown
From its origins as a B2B support services operation, Pacifica has grown into one of the most reviewed appliance repair companies in the UK. With a Trustpilot score of 4.6 from nearly 46,000 verified reviews at the time of writing, the volume of customer feedback available represents one of the strongest independent bodies of evidence of service quality in the domestic appliance repair sector.
The company’s growth has been built on a directly employed engineer model rather than a self-employed or franchise network. This approach requires a greater upfront investment in workforce but gives the company more direct control over engineer standards, presentation, training, and conduct. All Pacifica engineers are DBS checked, smartly dressed, and fully insured, and the company holds a range of independent accreditations that verify the quality of its operations.
Pacifica’s national distribution centre for parts, combined with engineers carrying parts in their vans, allows the company to complete most repair jobs within half an hour on the first visit. The ability to resolve a fault in a single call is one of the most important factors in customer satisfaction for an appliance repair service, and it is a strength that Pacifica’s supply chain infrastructure is specifically designed to support.
What appliances does Pacifica repair?
Pacifica’s engineers cover a wide range of domestic appliances across all major brands. The company does not restrict its repair service to any single manufacturer and works across the full range of brands found in UK homes.
Washing machines and tumble dryers across all major brands and appliance types, including freestanding and integrated models.
Fridges, freezers, and fridge freezers, including American-style models and undercounter units.
Cookers, ovens, and hobs. Pacifica is Gas Safe registered, covering both gas and electric cooking appliances.
Dishwashers across all major brands, plus vacuum cleaners and a range of other domestic appliances.
For guidance on whether a repair is likely to be cost-effective before booking, see our guide to whether to repair or replace your appliance.
How the Pacifica repair service works
Pacifica’s booking and appointment process is designed to remove the uncertainty that has historically made appliance repairs inconvenient for consumers. The key features of the service are straightforward, but the attention to logistics that underpins them is what sets the experience apart from less structured repair operations.
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Book online or by phone. Repairs can be booked at pacifica.co.uk or by calling 0333 091 40 40. The booking process captures the appliance type, fault description, and preferred date, and customers can upload photos or videos of the fault to help the engineer prepare for the visit.
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Receive a three-hour appointment window. The day before the visit, the attending engineer sends a text message confirming a three-hour timeslot. On the day of the visit, a further text provides a more specific arrival window, eliminating the need to wait in all day.
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Track the engineer in real time. On the day of the repair, customers can see how many visits the engineer has before theirs and track the engineer’s position on a map. The engineer’s name and direct mobile number are provided, allowing customers to communicate directly if needed.
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Repair is carried out. Pacifica engineers carry parts in their vans and can draw on the company’s national distribution centre for additional components. The company states that most repairs are completed within half an hour of arrival.
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Work is guaranteed. All repairs are backed by Pacifica’s guarantee. If for any reason the customer is not satisfied with the work, Pacifica will return and carry out the repair again at no charge.
Pacifica’s accreditations
Pacifica holds a number of independently verified accreditations that provide objective evidence of its operational standards. These are not self-awarded designations but certifications issued by recognised third-party bodies following assessment of the company’s processes, safety standards, and operational conduct.
Gas Safe Registered
Gas Safe registration is a legal requirement in the UK for any company or engineer working on gas appliances. Pacifica’s Gas Safe registration allows its engineers to carry out repairs on gas cookers, hobs, and other gas appliances lawfully and safely. Consumers should always verify that any engineer working on gas appliances in their home is Gas Safe registered before allowing work to proceed.
Safe Contractor Approved
Safe Contractor is a widely recognised health and safety accreditation scheme used by major organisations across the UK to verify the health and safety competence of contractors before engaging them. Pacifica’s Safe Contractor approval signals that the company meets rigorous health and safety standards in its operations.
Achilles UVDB Audited Accredited Contractor
The Achilles UVDB database is used primarily within the utilities sector to verify and qualify suppliers and contractors. Pacifica’s Achilles accreditation reflects its pedigree as a contractor to major commercial organisations and confirms that it has been independently audited against Achilles’ requirements.
Cyber Essentials Certified
Cyber Essentials is a UK Government-backed certification scheme that verifies an organisation’s defences against common cyber threats. For a company that handles customer data as part of its booking and repair management processes, Cyber Essentials certification provides reassurance that appropriate cyber security controls are in place.
Atlas Certification
Atlas Certification provides independent quality and compliance certification across a range of operational standards. Pacifica’s Atlas accreditation is one of several independent certifications that together demonstrate the company’s commitment to operating to recognised standards across its service operation.
DBS checked engineers
All Pacifica engineers are subject to Disclosure and Barring Service checks before being employed. DBS checking is a standard safeguarding measure for anyone working in domestic settings, and its universal application across Pacifica’s engineer workforce is a meaningful reassurance for customers, particularly those in vulnerable circumstances.
Pacifica’s commitment to sustainability
Pacifica places a notable emphasis on the environmental case for appliance repair as an alternative to replacement. The company’s position is straightforward: repairing an appliance extends its working life, avoids the carbon cost of manufacturing a replacement, and reduces the volume of appliances sent to landfill or recycling.
The company operates a carbon calculator on its website that allows consumers to estimate the environmental benefit of repairing rather than replacing a specific appliance, providing a practical tool for consumers who want to make environmentally informed decisions about their household appliances.
This sustainability positioning aligns with the direction of UK government policy through the Right to Repair regulations, which require manufacturers to make spare parts available for domestic appliances for a minimum period after manufacture specifically to support repairability. For more on what the Right to Repair means for UK consumers, see our guide to your right to repair white goods.
Pacifica for Business
Alongside its consumer repair service, Pacifica operates a dedicated business division serving corporate clients who require managed appliance repair and support services. This division serves a range of commercial customers including retailers, landlords, estate agents, insurance companies, manufacturers, and distributors.
The landlord and estate agent service is particularly relevant to the private rental sector, where property managers are responsible for maintaining appliances across multiple tenanted properties and need a reliable, nationally available repair operation with consistent standards and straightforward booking.
The existence of the business division is worth noting for consumers as it reflects the scale of Pacifica’s engineering operation. A company maintaining engineer capacity and parts logistics to service large commercial clients has a materially more robust infrastructure than one serving only private consumers, and that capacity feeds directly into the reliability and speed of the consumer service.
Customer reviews
Pacifica holds a Trustpilot score of 4.6 out of 5 from approaching 46,000 verified reviews at the time of writing, making it one of the most extensively reviewed appliance repair companies in the UK. The volume of reviews is particularly meaningful because it represents a consistent track record across a very large number of real repair jobs rather than a small sample that could be unrepresentative.
Consumers are encouraged to read reviews on Trustpilot before booking and to pay particular attention to recent reviews from customers in their area, as the experience of individual engineers can vary by location within any national network.
Contact details and coverage
Pacifica House, The Venter Building, 3 Mandarin Road, Rainton Bridge Business Park, Houghton le Spring, DH4 5RA
Nationwide across England, Scotland, and Wales. Pacifica’s network of engineers and vans covers most cities and counties throughout the UK. Confirm availability for your postcode when booking.
Registered in England. Company number: 05541667. VAT number: 894 762 173. Incorporated 19 August 2005.
Is your appliance in need of repair?
If your appliance has developed a fault and you want to understand whether repair or replacement is the right choice before making any decision, our guides can help. Whitegoods Help can also connect you with experienced engineers directly.
Frequently asked questions about Pacifica
When was Pacifica founded?
Pacifica Group Limited was incorporated on 19 August 2005, originally as Pacifica Group PLC. The company converted from a public to a private limited company structure in April 2008 and has operated as a private company since that time. It is registered in England under company number 05541667.
Does Pacifica only repair appliances for private consumers?
No. Pacifica operates both a consumer repair service and a dedicated business division, Pacifica for Business, which provides managed appliance repair services to retailers, insurance companies, manufacturers, distributors, landlords, and estate agents. The company has an established background in B2B support services that predates its consumer-facing operation.
How long does a Pacifica repair take?
Pacifica states that most repairs are completed within half an hour of the engineer’s arrival. Engineers carry parts in their vans and can draw on the company’s national distribution centre for additional components, which supports a high first-visit fix rate. Repairs requiring a part to be specially ordered will require a return visit.
Is Pacifica Gas Safe registered?
Yes. Pacifica is Gas Safe registered, which means its engineers are legally authorised to work on gas appliances including gas cookers, hobs, and related appliances. Gas Safe registration is a legal requirement in the UK for anyone working on gas appliances, and consumers should always verify an engineer’s Gas Safe registration before allowing work on any gas appliance in their home.
What guarantee does Pacifica offer on repairs?
Pacifica guarantees all repair work for 60 days following completion. If the customer is not satisfied with the repair for any reason within that period, Pacifica will return and carry out the work again at no charge. Pricing starts from £89.99, which includes spare parts used during the repair.
How do I track my Pacifica engineer on the day of my repair?
On the day of the repair, Pacifica provides customers with the attending engineer’s name and direct mobile number. Customers can also track the engineer’s position on a map and see how many visits remain before theirs, giving a clear indication of the likely arrival time within the confirmed three-hour appointment window.
Content disclaimer: The information on this page was researched and written in April 2026 and was accurate at the time of publication. Company details, services, pricing, accreditations, and availability are subject to change. Whitegoods Help recommends verifying all current details directly with Pacifica before booking.
Sources: Pacifica Group Ltd official website (pacifica.co.uk); Pacifica About Us page (pacifica.co.uk/about-us); Pacifica Fully Accredited page (pacifica.co.uk/fully-accredited); Companies House register, company number 05541667 (find-and-update.company-information.service.gov.uk). All sources accessed April 2026.