Consumer Duty

The Financial Conduct Authority (FCA) has introduced Consumer Duty, which sets clearer and higher expectations for firms’ standards of care. The FCA views the introduction of the Duty as an opportunity to raise standards and improve trust in financial services.

Our response to the regulation has been broad to support the ongoing delivery of good outcomes to all our customers. 

We understand that customers experiencing payment difficulties are in a sensitive position, especially where their home is at risk. Engage Credit is therefore committed to ensuring that each customer is supported in line with Consumer Duty expectations, with all appropriate options fully explored and explained. Repossession is a last resort for Engage Credit and we will seek to work with customers to find sensible alternatives wherever we can.
 
We also recognise that our customers face differing circumstances, and our team is trained to identify the most appropriate outcome. Engage Credit does not believe in a “one size fits all” approach to mortgage administration. We aim to deliver a service that ensures you can be confident that your interests are central to the way we do business. If for any reason you feel this has not been the case, please let us know.