SUGGESTIONS & COMPLAINTS
At Engage Credit we strive to deliver fair outcomes for our customers but recognise that sometimes things can go wrong. We welcome direct feedback from our customers to provide us with the opportunity to put things right and regularly manage to do so; however on occasions we do not achieve this.

The following information provides details on complaints activity managed by Engage Credit.

Complaints Data
What we publish
Every 6 months we publish the number of FCA reportable customer complaints we've received for the previous 6 months. We also put these figures into context regarding the number of customer accounts that we manage.
Why we publish
The FCA require us to provide this information directly to them as well as publish on our own website. This data can be used as an indicator of how well we’re serving our customers and also demonstrates the improvements we're making to reduce the number of complaints we receive.
What has changed
Since the requirement to report complaint volumes was introduced by the FCA, firms haven't had to include complaints they resolved by 'close of the next business day' within the data.
From the 30 June 2016 onwards all complaints received by firms were to be included within the data. This is to enhance the information available going forward, although it means that comparisons between the old and new style data can no longer be made. The below information for the second half of 2016 is the first time we have published our complaints data in this new way.

Firm name: Pepper (UK) Limited
Brands/trading names covered: Pepper, Engage Credit, Engage Commercial, Pepper Homeloans
Product/Servicing Group: Home Finance
Current results
EC complaints-data jul-dec-2016
Previous results
The Financial Ombudsman Service also publishes data about the number of complaints it receives and the proportion it upholds. Details can be found at www.ombudsman-complaints-data.org.uk
Further Information

Our Internal Complaints Process

If you would like to make a suggestion or complain about our service please call us on 0333 014 2046. Alternatively you can submit an online message. You can also write to us at Engage Credit, Harman House, 1 George Street, Uxbridge, London, UB8 1QQ. Any complaints will be dealt with in accordance with our internal complaints procedure. If you feel your complaint has not been resolved to your satisfaction, you are free to refer the issue to the Financial Ombudsman Service (see below).

Please note that calls may be recorded for monitoring and training purposes. Calls will be charged at your service provider’s prevailing rate.

For further details on how we handle complaints, please click here.


Financial Ombudsman Service

The Financial Ombudsman Service (“FOS”) provides independent complaint resolution when the complaints process within businesses fail to resolve a customer’s complaint. In general, the FOS will require complainants to have addressed themselves to the business in the first instance and only address the complaint to the FOS if this fails to produce a resolution. Consequently, if you do have a complaint please let us know first.

If we have failed to resolve your complaint through our own process within 8 weeks and you wish to take the matter up with the FOS, we will provide you with information on how to do so. Further information on the FOS can be found on their website.