Complaints Handling

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

By telephone – call us on +1 778-666-3560 during our office hours and ask for the Customer Escalations Department.

By email – use the email complaints@eargroup.ca

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:

  Elite Warranty Escalations Department 54606 - 7155 Kingsway. Burnaby, BC: V5E 1E0

• >> By telephone – call us on +1 778-666-3560 during our office hours and ask for the Customer Escalations Department.

• >> By email – use the email complaints@eargroup.ca

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

Anti-Bribery Policy & Procedure

Objective: The Financial Conduct Authority places a responsibility on all regulated firms to make sure that their firm cannot be used to further financial crime including bribery that is also subject to the Bribery Act 2010. Pacifica Group is committed to abiding by the Principles for Business laid down by the Financial Conduct Authority and to doing business ethically, with the highest standards of integrity, and expects its employees, self-employed “advisers” or “consultants” and business partners to work to these standards.

This policy sets out our responsibilities as a firm in relation to Bribery.

Scope:

All staff, third party suppliers, advisers, consultants

.

Procedure:

The Bribery Act 2010, which came into force on 1st July 2011, sets out the circumstances in which individuals may commit an offence of bribery. Generally, these are:

• >> Offering a bribe

• >> Promising to pay a bribe

• >> Giving a bribe

• >> Asking for a bribe

• >> Agreeing to receive a bribe

• >> Receiving a bribe

In each of these cases a bribe is a payment (or other advantage) given to a person with the intention that they will act in an improper way. For example, to encourage someone to award a contract to one firm over another or to overlook matters such as poor credit history when giving advice.

It is also an offence to give, offer, promise, ask for, agree to receive or receive a payment as a reward for improper acts that have already happened. It doesn’t even matter if the person who carried out the improper act understood that it was improper at the time.

Finally, it would also be an offence to act in an improper way if you thought you might receive anything, even if it hasn’t been offered, and you haven’t asked.

We have a zero-tolerance approach to Bribery. If you are offered any kind of gift or payment you must report this to the director of our firm or senior compliance officer. Any gift, payment or hospitality valued at over £50 should be recorded in our “FCAF038 - Gift & Hospitality Register” (£50 has been discussed and agreed by the firm and its advisers as being a reasonable maximum value to accept without being constituted as an influencing factor. If in individual circumstances you consider that a gift of lower value might not be proper then you should report this and seek further advice from our compliance officer).

Often such gifts may be intended innocently, for example, relationship building, corporate away days, or a thank you from a third party where you were genuinely doing your job. It is essential, however innocent you think they are, to follow this policy to make it clear that you accepted the gift or payment in good faith.

Assessing Bribery Risk

A bribery risk assessment is appended to this policy to ensure our firm has identified all associated risks and implemented the necessary measures.

Reporting Bribery

If you are offered a gift, hospitality, or any other kind of advantage that you think may be intended to influence you, or you suspect that another person may be engaged in any kind of bribery, you must report this immediately.

To report a suspicion of bribery please put together all the information that you have and send it to the director.

If you are concerned about any repercussions of making a report then you should refer to our firm’s “FCAP019 - Whistleblowing Policy”.

All notifications made will be handled with strict confidentiality. However, please note that there may be circumstances in which we are required to reveal an individual’s identity, for example where we are compelled to do so by law and therefore anonymity cannot be guaranteed.

All notifications relating to other employees within the Firm will be handled in line with the Public Interest Disclosure Act 1998.

Subsequent Investigation

Our firm is committed to supporting regulators and law enforcement officers in the prevention of bribery and other financial crime.

All employees are expected to cooperate fully with any investigations; however, employees must also recognise that laws and procedures may apply to the disclosure of information and should, therefore, contact the Director before disclosing information about customers or employees when contacted directly by law enforcement officers.

Failure to notify an appropriate person about criminal actions of which you are aware, in breach of this policy, may be considered to be a contractual breach leading to disciplinary actions.

Training on Anti-Bribery

In order to communicate anti-bribery at all levels, all staff and senior management have access to an e-learning training course for anti-bribery which provides further guidance and informs them of the standard behaviour that is required and the offences that would apply to unacceptable practices.

A quiz is also available to evidence understanding in this area and the results are added to our internal training logs.

Reporting and Monitoring

Anti-Bribery is recorded as an activity on our Compliance Monitoring Plan.

Annual Review

Our firm will ensure that at a minimum, an annual review of bribery will take place.

• >> Last Reviewed: 22nd June 2023

• >> Next Review Date: 21st June 2024

Environmental Policy

With a reputation for excellence built over many years and a core resource of more than 250 experienced engineers, sales and support staff working from 3 sites, Pacifica Group provides repair services, in and out of guarantee warranty products, spares warehousing and replacement services for a diverse section of the industry.

In a period of growth and acquisition, Pacifica Group has developed very successful specialist repair, training, and software products and has all of the skills needed to take care of every aspect of your business.

Protection of the environment in which we live and operate is part of Pacifica's values and principles and we consider it to be sound business practice. Care for the environment is one of our key responsibilities and an important part of the way in which we do business.

In this policy statement we commit our company to:

• >> Complying with all relevant environmental legislation, regulations and approved codes of practice;

• >> Protecting the environment by striving to prevent and minimise our contribution to pollution of land, air, and water;

• >> Seeking to keep wastage to a minimum and maximise the efficient use of materials and resources;

• >> Managing and disposing of all waste in a responsible manner;

• >> Providing training for our staff so that we all work in accordance with this policy and within an environmentally aware culture,

• >> Regularly communicating our environmental performance to our employees and other significant stakeholders;

• >> Developing our management processes to ensure that environmental factors are considered during planning and implementation;

• >> Monitoring and continuously improving our environmental performance.

The policy statement will be regularly reviewed and update as necessary. The management team endorses these policy statements and is fully committed to their implementation.

Methods we’ve introduced

We’ve introduced and implemented various innovative methods across the business to ensure we continue to protect the environment through our effective management systems, examples of methods used;

• >> Extended the lifespan of domestic products through effective appliance repairs and reducing the amount of end-of-life equipment entering the UK’s waste and recycling systems, sustaining “repair not replace” work ethic.

• >> Installed Energy Efficient appliances Nationwide, reducing carbon footprint, energy costs and raising environmental awareness for the consumer – resulting in excess of £5.25million pounds worth of Lifetime bill savings in the North East alone.

• >> Installed Electric Vehicle [EV] stations at our Head Office, promoting electric vehicle usage to employees.

• >> Installed Instant Boiling Water Taps [IBWT] throughout our Head Office, which improves efficiency in various ways - as the user can get instant access to the exact amount of hot water needed, this prevents electricity or water wastage, and increases production as the boiling water is instantaneous.

• >> Established an effective recycling partnership with GAP Waste, which results in 99.9% of Fridge components being recycled where the appliance is unable to be repaired, ultimately leading to materials being re-used in manufacturing.

• >> Encouraged “Home Working” across the business where practical, to reduce CO2 emissions from petrol / diesel vehicles and to assist on lowering our office Energy Output through the use of high-performance battery powered laptops.

• >> Introduced Electronic Quality Management Systems, which includes use of the latest most up-to-date, energy efficient I.T equipment and systems such as; iAuditor, Salesforce, Fixzone and EcoMaster – to reduce paper, ink and electricity consumption through the requirement of printing.

• >> Conducted Desktop Audits where practicable, to decrease traffic pollution, CO2 from exhaust emissions and increase productivity within the workplace.

• >> Maintained and sustained an effective Waste Management System, where old appliance components and new appliance packaging is segregated and recycled.

• >> Installed a 100kw Solar Panel System to our Warehouse roof.

• >> Introduced a new IT system (developed in-house), which has reduced the average miles travelled by a domestic appliance engineer - from over 100 miles per day down to below 80.

• >> Compiled and recycled all; cardboard, polystyrene and plastic collected during the operation of our Warehouse.

Complaints Handling

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

By telephone – call us on +1 778-666-3560 during our office hours and ask for the Customer Escalations Department.

By email – use the email complaints@eargroup.ca

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:

  Elite Warranty Escalations Department 54606 - 7155 Kingsway. Burnaby, BC: V5E 1E0

• >> By telephone – call us on +1 778-666-3560 during our office hours and ask for the Customer Escalations Department.

• >> By email – use the email complaints@eargroup.ca

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

Complaints Handling

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

By telephone – call us on +1 778-666-3560 during our office hours and ask for the Customer Escalations Department.

By email – use the email complaints@eargroup.ca

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:

  Elite Warranty Escalations Department 54606 - 7155 Kingsway. Burnaby, BC: V5E 1E0

• >> By telephone – call us on +1 778-666-3560 during our office hours and ask for the Customer Escalations Department.

• >> By email – use the email complaints@eargroup.ca

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

Complaints Handling

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

By telephone – call us on +1 778-666-3560 during our office hours and ask for the Customer Escalations Department.

By email – use the email complaints@eargroup.ca

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:

  Elite Warranty Escalations Department 54606 - 7155 Kingsway. Burnaby, BC: V5E 1E0

• >> By telephone – call us on +1 778-666-3560 during our office hours and ask for the Customer Escalations Department.

• >> By email – use the email complaints@eargroup.ca

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