Pacifica Group Ltd

Who is Pacifica Group Ltd?

Pacifica is a domestic appliance repair and extended warranty business headquartered at Pacifica House, Rainton Business Park, Houghton le Spring, County Durham. It repairs appliances in customers’ homes across most of the UK and works across all the mainstream brands rather than for a single manufacturer.

Its business is broader than consumer repairs alone. Alongside direct bookings, Pacifica handles managed repair contracts for retailers, manufacturers and insurers, sells an FCA-regulated appliance insurance product, runs a franchise network under the Pacifica Local name, and services corporate accounts including landlords and estate agents.

That breadth is the main practical difference from a repair-only operator. It gives Pacifica scale and technical access, and it also means the commercial relationship behind any given repair can vary considerably from one household to the next.

What do the public records show about the company?

Pacifica Group Limited is registered in England under company number 05541667, incorporated on 19 August 2005 and originally registered as Pacifica Group PLC until 18 April 2008. Its status is active. Whitegoods Help reported in April 2026 that the business was co-founded in 2003 by Kevin Brown, Scott Pallister and Paul Feek, which pre-dates the incorporation of either registered company.

Who owns Pacifica?

The Companies House register records Atlantic Bidco Limited, company number 11532736, as the only active person with significant control over Pacifica Group Limited, notified on 13 March 2019 with 75% or more of shares and voting rights and the right to appoint or remove directors. The personal control entries for Scott Pallister and Paul Feek ceased on the same date.

Atlantic Bidco Limited is in turn majority controlled by Atlantic Midco Limited. A holding chain of this kind is the structure typically used for private equity or institutional investment, although the ultimate investor is not named in those particular filings. What matters to consumers is simply that Pacifica is an investor-backed group rather than an owner-managed business, which tends to bring capital and systems investment alongside pressure for growth.

What services does Pacifica offer?

Pacifica repairs both integrated and freestanding appliances, and its published list is wider than most national competitors, extending to vacuum cleaners and coffee machines as well as the core white goods. It is Gas Safe registered, which allows it to work on gas cookers.

Laundry and dishwashingWashing machines, washer dryers, tumble dryers and dishwashers. See the Whitegoods Help washing machine repair guides for what to check before booking anyone.

RefrigerationFridges, freezers, fridge freezers and American style fridge freezers. Note that compressors sit outside the fixed price offer.

Cooking appliancesOvens, electric cookers, gas cookers, hobs, cooker hoods and microwaves. Gas work requires Gas Safe registration, which Pacifica holds.

Small appliancesVacuum cleaners and coffee machines, which most national repair networks do not cover at all.

Appliance insuranceA monthly-fee protection plan covering parts, labour and callouts, including accidental damage, with single and multi-appliance options.

Business and managed repairCorporate accounts, landlord and estate agent services, and managed repair contracts run on behalf of retailers, manufacturers and insurers.

Pacifica also offers annual or periodic appliance servicing on request, and states that it can sell a protection plan on an appliance it has not previously repaired or inspected.

How does Pacifica’s fixed price repair work?

Pacifica’s model differs in a genuinely important way from most of its competitors. Rather than charging a callout or diagnostic fee and then quoting for parts afterwards, it quotes a single price at the point of booking that is intended to cover the engineer’s visit and the spare parts needed to complete the repair. The published starting figure is £89.99, and the actual price varies with the appliance and the location.

For consumers, the appeal is obvious. The largest uncertainty in any appliance repair is not the labour, it is whether the part turns out to cost £15 or £180. A single agreed figure removes that uncertainty, which is a real advantage when deciding whether to repair or replace an appliance.

1. Coverage and price confirmed. Pacifica checks that the appliance type and postcode are within its network, then quotes a service charge covering the visit and the parts required.
2. Appointment booked, with a target of three working days. Pacifica’s terms state it aims to attend within a maximum of three working days, while noting that busy periods, engineer leave and rural locations can extend this.
3. Three-hour slot issued the night before. Customers are given a three-hour arrival window, the engineer’s name and mobile number, and live tracking on the day.
4. Diagnosis and repair, typically in one visit. A standard appointment runs around 35 to 40 minutes. Where an extra part is needed, a follow-up visit is arranged.

The fixed price excludes the parts most likely to end an appliance’s life

Pacifica’s repair terms list four exclusions from the fixed repair price: tubs, drums and bearings, compressors, hob glass, and induction units.

Those are precisely the failures that decide whether an appliance is worth saving. A bearing failure on a washing machine or a failed compressor in a fridge freezer is the expensive scenario, and it is the one the fixed price does not cover. Anyone attracted by the all-in pricing should establish what happens if the fault turns out to be on that list before booking.

What happens if the appliance cannot be repaired?

Pacifica’s terms state that where a repair cannot continue because a part is unavailable, the service charge is refunded less £89.99. In effect the first £89.99 is a retained diagnostic fee, and the balance of any larger quoted price is returned. Pacifica may also offer a quotation for a replacement appliance where a repair is not possible.

Charging for diagnosis is standard across the industry rather than unusual, because identifying a fault is skilled work whether or not a repair follows. Whitegoods Help has covered why a repair company can charge when nothing gets fixed in more detail.

What guarantee comes with a Pacifica repair?

Completed repairs carry a 60-day parts and labour guarantee. If a fault related to the original repair reappears within that period, Pacifica’s terms state the engineer will rectify it at no further cost. A new, unrelated fault identified during the guarantee period is not covered and attracts a new service fee.

Sixty days is shorter than the three-month period that has been the long-standing convention in the trade, and shorter than several national competitors offer. Whether that matters depends on the repair: most failures caused by a faulty part or poor workmanship surface quickly. Whitegoods Help has examined whether a three month guarantee on repairs is reasonable, and the same reasoning applies here.

A guarantee period does not cap your legal position. Under the Consumer Rights Act 2015 a repair service must be carried out with reasonable care and skill, and Pacifica’s terms explicitly confirm that the guarantee does not affect statutory rights.

Who actually turns up to a Pacifica repair?

Pacifica states that it employs over 240 engineers around the UK, that they are fully trained and CRB checked, and that it carries £10 million of public liability insurance. Training is delivered through an in-house academy and, for some brands, directly through manufacturer partners, which Pacifica says gives it access to technical information not otherwise available.

Alongside the employed workforce, Pacifica operates a franchise network under the Pacifica Local name. Fifty-nine local partners were listed across around 35 areas when checked in July 2026, each with its own trading address. Whitegoods Help reported in April 2026 that Pacifica also carries out work through subcontracted engineering companies, and that roughly 120 subcontracted engineers transferred to its network with the Repaircare acquisition.

Ask who holds the contract for your repair

Where a national brand delivers work through a mix of employed engineers, franchise partners and subcontractors, the question of who you are actually contracting with matters if something goes wrong. Ask at the point of booking whether the visit is being carried out by Pacifica directly or by a local partner, and confirm who provides the 60-day guarantee.

This applies to every large repair network, not just Pacifica. Subcontracting is widespread in this sector and is rarely volunteered unless a customer asks.

Where does Pacifica cover?

Pacifica lists coverage across eleven UK regions: the North East, North West, Yorkshire, East and West Midlands, East of England, South East, South West, Wales, Scotland and Northern Ireland. Coverage of Northern Ireland is a genuine point of difference, since several national competitors do not operate there at all.

The depth is uneven, though. When the location pages were counted in July 2026, the South East had 27 town listings and Yorkshire and the North East 16 each, while Scotland had three, Wales three, and Northern Ireland only Belfast. Anyone outside England should confirm availability for their own postcode rather than relying on the regional headline.

What is Pacifica’s appliance protection plan?

Pacifica sells a monthly-fee appliance protection plan, and it is worth being clear that this is an insurance product rather than a discount scheme. Pacifica describes it as covering electrical and mechanical failure including accidental damage, with parts, labour and callout fees included, no limit on the number of claims, a claims limit up to the original price paid for the appliance, and replacement cover where an appliance cannot be repaired.

The regulatory detail is published in a footnote on Pacifica’s own site and is worth reading. The insurance is sold, arranged and administered by Pacifica Warranty, a trading style of UK Warranty Limited, company number 07728040, FCA reference number 785300, authorised and regulated by the Financial Conduct Authority for insurance distribution. The policy is underwritten by Collinson Insurance, a trading name of Astrenska Insurance Limited, FCA reference number 202846. Pacifica states that it provides information only and does not give a personal recommendation, and that repair-only services are not FCA regulated.

Appliance insurance is rarely good value on a single reliable appliance

The general Whitegoods Help position on appliance cover has not changed: premiums paid over several years frequently exceed the cost of the one repair a household actually needs, and exclusions matter more than headline cover. That is not specific to Pacifica, and its plan is at least clearly disclosed and properly regulated.

Read the policy documents, not the sales page, and check the excess, the claims limit and the exclusions. See whether to buy a washing machine extended warranty and the appliance insurance versus subscription comparison. You can verify any firm’s authorisation on the FCA register.

What are Pacifica’s genuine strengths and weaknesses?

The assessment below draws on Pacifica’s published information, its repair terms and conditions, the Companies House register and previous Whitegoods Help reporting. It is not based on testing the service.

How has the business changed recently?

Pacifica has grown partly by acquisition. It bought DAC, a field service engineer provider, in December 2020, and in April 2026 acquired the Repaircare managed repair business from Screwfix Spares, adding roughly 80,000 annual repair jobs, more than 35 back office staff under TUPE and around 120 subcontracted engineers. Whitegoods Help covered that deal in detail in its report on the Pacifica acquisition of Repaircare.

Pacifica also achieved EcoVadis Platinum status for sustainability performance in February 2026. For consumers the relevance of all this is mixed: greater scale usually improves geographic coverage and systems, while rapid integration of acquired operations is the point at which service standards are most likely to wobble. Recent reviews from your own area are the best guide to how that is going.

Who might Pacifica suit, and who might it not?

Likely a good fit
Households who want one agreed figure rather than a callout charge followed by an open-ended parts quote. Anyone who cannot take a whole day off work and values a three-hour slot with engineer tracking. Owners of appliances outside the usual white goods list, such as vacuum cleaners or coffee machines. Households in Belfast or in well-covered English regions. Landlords and letting agents needing a national account with consistent invoicing.

Possibly not the right choice
Anyone whose appliance is still in guarantee, who should go to the manufacturer or retailer first at no cost. Households where the suspected fault is a drum, bearing, compressor, hob glass or induction unit, since these sit outside the fixed price. Anyone who wants a guarantee longer than 60 days. Households in most of Scotland, Wales or Northern Ireland outside Belfast, where coverage may be limited.

Check your guarantee before paying anyone for a repair

If an appliance is under two years old it may still be covered by the manufacturer’s guarantee, a free parts guarantee, or your rights against the retailer under the Consumer Rights Act 2015. Paying any third party to fix an appliance that should have been repaired free of charge is a common and avoidable expense.

See the Whitegoods Help consumer rights guidance for appliances and whether an appliance out of guarantee may still be covered.

How does Pacifica compare with the other national options?

The main national providers differ less in competence than in how they price and who carries the risk. The table sets out the practical distinctions.

The honest summary is that Pacifica’s pricing is better for an average repair with a mid-priced part, and worse for a repair whose part sits on the exclusion list. Whitegoods Help has set out the wider question of manufacturer versus independent engineer separately.

Before you book any appliance repair

Ten minutes of preparation improves the odds of a first-visit fix and occasionally removes the need for a visit at all.

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  Find the full model and serial number from the rating plate, so the correct part can be carried on the first visit.
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  Note any error code the appliance displays and exactly when the fault occurs.
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  Ask in writing what the quoted price includes, and what happens if the part needed is on the exclusion list.
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  Confirm the guarantee period and who provides it, particularly if a franchise partner is attending.
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  Run through the pre-repair checks worth doing first, which sometimes solve the problem outright.
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  Know where you stand if things slip. See what to do if the engineer did not come and whether you must wait in all day.

Safety warning on DIY appliance repairs

Domestic appliances combine mains electricity with water, heat and moving parts. Always disconnect an appliance from the mains before removing any panel, and never work on a live appliance. Capacitors can retain a dangerous charge after disconnection.

Gas appliances must only be worked on by a Gas Safe registered engineer. If you smell gas, call the National Gas Emergency Service on 0800 111 999 immediately, and check any engineer’s credentials on the Gas Safe Register. If in any doubt, use a qualified engineer. See the Whitegoods Help DIY repair safety guidance.

What about spare parts?

Because Pacifica’s fixed price is intended to include the parts it fits, sourcing your own part is only relevant if you plan to carry out the repair yourself or if the part falls outside the fixed price offer. In either case, the full model and serial number from the rating plate is what determines which version of a part will fit.

Whitegoods Help maintains guidance on appliance spare parts, the difference between genuine and pattern parts, and what to check before buying spares. Availability is also improving as a matter of law, as covered in the guide to the Right to Repair rules on spare parts.

Training and engineer standards in the sector

Pacifica states that all of its engineers are trained through an in-house academy, with additional training delivered through manufacturer partners. In-house training capacity is a meaningful signal in this trade, because the shortage of qualified appliance engineers is one of the industry’s structural problems and relatively few operators invest in creating new ones.

For readers considering the trade themselves rather than booking a repair, the Whitegoods Help overview of appliance repair training routes covers the options, and there is separate guidance on becoming a self-employed appliance repair engineer. Practical hands-on courses are available at the NAC National Training Centre, with online appliance repair courses for those who need to study at their own pace.

Frequently asked questions about Pacifica

Editorial summary

Pacifica is a large, long-established and well-capitalised repair business, and its fixed-price model is the most consumer-friendly pricing structure of the major national operators in one specific respect: it removes the uncertainty over what the part will cost. For an average fault with a mid-priced component, that is a real advantage, and the three-hour arrival window with a named engineer and live tracking is better than much of the sector manages.

The exclusions are what a careful reader needs to take away. Drums, bearings, compressors, hob glass and induction units sit outside the fixed price, and those are the failures that turn a routine repair into a decision about replacing the appliance. A fixed price that covers everything except the expensive scenarios is still useful, but it is not the guarantee of certainty the headline figure suggests. The 60-day guarantee is also shorter than the trade convention, and the contradiction between Pacifica’s own FAQ and its terms over whether parts are included is the kind of thing that causes disputes on the doorstep.

Pacifica will not suit everyone. An in-guarantee appliance belongs with the manufacturer or retailer. Households in most of Scotland, Wales and Northern Ireland may find coverage thin. Anyone who suspects a bearing or compressor failure should get the position in writing before booking, and should probably be asking whether the appliance is worth repairing at all. For a mainstream fault in a well-covered part of England, on a household budget that values a single agreed figure over a longer guarantee, it is a credible choice.