Who we are?

The Pacifica Group is the collective name for the following companies:

Company Name / Number

Pacifica Appliance Services Limited 05288361
Pacifica Home Services Limited 04966472
Company Name: UK Warranty Limited 07728040
Pacifica Group Limited, Company Number 05541667 is the parent and legal owner of each organisation.

Pacifica Group and GDPR

Company Name: UK Warranty Limited, Company Number: 07728040, DP Reg: ZA290704
Company Name: Pacifica Appliance Services Limited, Company Number: 05288361, DP Reg: ZA290706
Company Name: Pacifica Group Ltd, Company Number: 05541667, DP Reg: Z2927480
Company Name: Pacifica Home Services Limited, Company Number: 04966472: DP Reg: Z8520388

This Privacy Notice and Privacy Policy applies to all organisations within the Pacifica Group.

Privacy Notice

Pacifica Group is committed to protecting the privacy of your personal information. Pacifica Group is Registered with the Information Commissioners Office (ICO) and complies with the Data Protection Act 1998 and with the data protection principles set out in the Act and the General Data Protection Regulations (GDPR) effective from May 2018.

Collection of Information – your consent

We may collect personal information from you if you provide it voluntarily. If you provide personal information to use, we will assume that you have read this Privacy Notice Policy and have consented to us using your personal information in the ways described in this Policy and at the point where you give us your personal information. If, after providing us with personal information, you later decide that you do not want us to use it for particular purposes, then please write to us at the address shown.

Our Lawful Basis For Processing Your Personal Data

Under GDPR, we are required to inform you which Legal Basis we use to process your Personal Data. In order to provide the Services to you, we need you to provide us with Personal Data. The GDPR sets out six Legal Basis for processing this Personal Data and the Lawful Basis for our processing of your Personal Data. The Legal Basis for our processing this Personal Data is "Legitimate Interests". The Personal Data we need is objectively necessary for our stated purpose of providing Registration and Repair services to you. We cannot process the Registration or facilitate repairs without your details therefore it is necessary for you to provide your name, address and contact points; all of which is Personal Data. Without this Personal Data we cannot complete the Registration process nor facilitate any repairs you ask us to arrange. The Legal Basis is set out and explained as below:

Lawful Basis (6) Legitimate interests: the processing is necessary for our legitimate interests or the legitimate interests of a third party, unless there is a good reason to protect the individual's personal data which overrides those legitimate interests.

For more information about the Lawful Basis For Processing Personal Data, please contact the ICO or refer to their website. They provide information on the Lawful Basis For Processing Personal Data on the following link: https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/lawful-basis-for-processing/

Collection of your Information

We may collect and process the following data:

  • Information you provide when buying our products or services
  • Information you provide to us by filling in forms on our websites
  • Information collected through correspondence with our Sales and/or Customer Relations teams
  • Information you provide to us through the recruitment process
  • Information you provide to us in order to register for alerts
  • Social Media interaction
  • Information you provide to us by entering competitions
  • Statistical data about your browsing actions and patterns for the administration of your application for employment
  • • We may require you to submit personally identifiable information in order for you to make use of our services. You confirm that any information you enter will be true. We will only request and collect information which is necessary or reasonable in order to provide you with your requested services and to improve the services that we provide. It will not be a requirement to provide any additional information which is not needed to provide the services.

Reasons for Collection of your Information

In the course of our dealing with you we may collect and process certain information about you, including your name, date of birth, address, contact details (including your email address and contact telephone number), payment details (where applicable), any benefits you receive or are entitled to (including disability benefits) (where applicable), and other information about you and your property in respect of which services and products may be provided. Your personal information may be used by us, our employees, contractors or agents to:

  • identify you during any communication between you and us;
  • assess eligibility for services and products (whether provided by us or on our behalf);
  • communicate with you to arrange the provision of such services and products;
  • administer and provide such services and products;
  • detect and prevent loss, fraud and other criminal activity;
  • carry out credit reference checks;
  • carry out market research and to help us review, develop and improve the services and products we offer;
  • contact you (in accordance with your preferences), by post, telephone, SMS, email and other electronic means with information about products, services, promotions, and offers that may be of interest to you
  • identify you during any communication between you and us;
  • keep legal certificates and work records relating to the services we have provided to you to include any details relating to
    • Warranty and guarantee information to record entitlement to manufacturer warranties
    • Workmanship guarantees on work done by us or our contracted partners
    • Government required guarantees such as 25-Year term CIGA / SWIGA Insurance Backed Guarantees
    • Installation Certificates to include installing, commissioning and Servicing for example
      • Gas
      • Oil
      • Renewable Technology (Solar PV, Air & Ground Source Pumps)
    • Records of any Legal and or statutory notices we may have issued or supplied to include Gas Safe Certificates, Warning Notices, At Risk, Not to Current Standard labelling
    • Any information which we consider the may be required by the Health and Safety Executive to support any investigation or records of work at a property
    • Installation records of equipment which could be the subject of a Health and Safety notice, product recall or modification for example to a Gas Boiler or associated heating equipment
    • Industry Body Documentation and installation records to include Gas Safe and OFTEC
    • Audit Bodies such as Accreditation bodies for PAS:2030
    • Government Bodies such as those government bodies or appointed agencies such as Gem Serv where Green Deal is involved in our capacity as to any Provider, Assessor or Installer Organisation
    • Records of Advice given to include Energy Performance Certificates (EPC’s) which remain legally valid for 10 years after generation and may influence decisions to install or buy certain equipment
    • Occupancy Assessments and Green Deal Advice Reports
    • Any data we consider may be required by any Government Body such as OFGEM who retain the right of Audit on schemes they administer on behalf of the government for at least six years after installation
    • Utilities such as those we provide services to in order to enable them to discharge their Energy Company Obligation
    • Domestic customers and their heirs and successors in title who may ask for copy of records of Gas work done at a property to enable property sales
    • Waste and Environmental records and evidences which may be required by the Environmental Agency relating to our Waste Carrier Licence and Disposal records

In the event that we sell or buy any business or assets, we may disclose personal information held by us to the prospective seller or buyer of such business or assets. If we or substantially all of our assets are acquired by a third party, personal information held by us will be one of the transferred assets.

Your personal information may also be used by us, our employees or agents if we are under a duty to disclose or share your personal information in order to comply with any legal obligation, or in order to enforce any agreement we have with or otherwise concerning you, or to protect our rights, property or safety or those of our customers, employees or other third parties.

With whom do we share your personal information?

Third parties such as a finance lender (where applying for a finance option). In connection with the above purposes, your personal information may be transferred to, or otherwise processed by third party service providers acting on our behalf, our agents and law enforcement authorities (including the police).

Access to Information

The GDPR gives you the right to access information held about you. You have the right to ask for a copy of the personal information held about you. You also have the right to ask for inaccuracies in information to be corrected. Subject Access Requests (SAR’s) are provided free of charge unless we deem the SAR is unreasonable in which case the SAR may be subject to the payment of an administration fee to meet our costs. A copy of the information held about you by us can be requested by writing to us at the address shown.

Transfer of Information Abroad

We will not transfer your personal information outside the EU without first obtaining your consent.

Change of Policy

We may occasionally change the Privacy Policy to reflect customer and company feedback. Any changes will be shown on this page.

Consent Protocol

Our Consent Permission Protocol is in line with GDPR Guidance supplied by the ICO, which is the 'soft opt-in' applies if the following conditions are met;

  • where you've obtained a person's details in the course of a sale or negotiations for a sale of a product or service;
  • where the messages are only marketing similar products or services; and
  • where the person is given a simple opportunity to refuse marketing when their details are collected, and if they don't opt out at this point, are given a simple way to do so in future messages.

(Source: ICO: Marketing:https://ico.org.uk/for-organisations/marketing/)

The Pacifica Group Consent Protocol meets the “Soft opt-in” criteria above and is fully GDPR compliant. It allows us to “do more of the same” following initial data collection to perform our requested service to a customer. For future consent to other product opportunities, we ask customers to physically tick a box if they do wish to receive future non-associated marketing promotional material.

Dealing with Data Protection Complaints

We aim to comply fully with our obligations under the Data Protection Act (DPA) 1998 and the GDPR. If a customer has any questions or concerns regarding our company’s management of personal data including their right to access data about themselves, then they should contact the director who is responsible for ensuring our company is compliant with data protection. If our company holds inaccurate information, then the customer should write to our firm at the address shown providing the director with any evidence to show what the information should say keeping copies of the correspondence. If after a reasonable amount of time (28 days is recommended) the information has not been corrected, then the customer can make a complaint. There are two courses of action:

  • Contact the Director to process the complaint by writing to us at our Registered Office address: Data Protection Director, Pacifica Group Limited, Venter Building, 3 Mandarin Road, Rainton Bridge Business Park, Houghton Le Spring. County Durham. DH4 5RA
  • If, following investigation and reply, any customer is still dissatisfied, they can go directly to the Information Commissioner, the independent body that oversees data protection and the GDPR. They can be contacted on 0303 123 1113 or their website is www.ico.org.uk .


We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences. We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system. Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.