Support

Your circumstances matter to us

We know that everyone’s situation is different, and we’re here to support you in a way that works for you.

We understand that sometimes you might need us to work with you in a more tailored way. This could be due to a life-changing event, your mental or physical wellbeing, or because of the way that you process information and would benefit from extra support.

You’re not alone

If you're going through a difficult time, please contact us. We’re here to listen and help you find the right way forward.

How can we support you?

We appreciate that it’s not always easy to talk about your personal circumstances, which is why you only need tell us once, so we’re always aware of your situation.

Whatever you tell us is confidential and it won’t affect your credit score.

Call us: 0333 014 2046 (between 9am to 6pm Monday to Friday)

Write to us: Engage Credit, Harman House, 1 George Street, Uxbridge, UB8 1QQ

Email us: customerservice@engagecredit.com

Secure Message: https://portal.engagecredit.com

You can sign up to our portal following this link. You’ll need the email address that you’ve already provided to us when signing up for the portal.

Here are some of the ways we can support you:

https://www.engagecredit.com/manage-account

Bereavement
- Losing a partner or spouse is often overwhelming and we’re here to help you through the next steps.
  How We Can Support You
  • Bereavement Guide
  Our guide explains what you may need to consider and how we can support you during this time.
  You can download the Bereavement Guide here or request a copy by email or post here.
  • Talk to Us
  We recommend giving us a call and our team will guide you through the process at a pace that suits you.
  If speaking feels difficult, you can complete and return our Bereavement Notification Form here instead, and we’ll contact you about next steps or you can request a copy by email or post here.
  • We also have some information which you may find helpful in our Bereavement Guide which can be found here
  By sharing your situation with us, we can:
  • Handle your account with care and sensitivity by a dedicated team.
  • Give you extra time to make decisions or return forms.
  • Review mortgage payments and adjust them where possible.
  -If you’re worried about your ability to make mortgage payments, please contact us as soon as possible. Our team will be able to discuss your circumstances so that they can identify the best way to support you during this time. There’s also lots of information on our website that you may find helpful, which can be found here.
  • Signpost you to independent advice and support services.
Serious Illness
- Illness can occur at any time and effect everyone in different ways. We understand this can be a challenging time, and we’re here to help.
  How We Can Support You
  • Talk to Us
  We recommend giving us a call. If you let us know about your situation, we can provide tailored support to make things easier for you.
  If speaking feels difficult, you can complete and return our Notification Form here instead or request a copy by email or post here.
  By sharing your circumstances with us, we can:
  • Review your mortgage payments and adjust them where possible.
  - If you’re worried about your ability to make mortgage payments, please contact us as soon as possible. Our team will be able to discuss your circumstances so that they can identify the best way to support you during this time. There’s also lots of information on our website that you may find helpful, which can be found here
  • Handle your account with care and sensitivity by a dedicated team.
  • Give you extra time to make decisions or return forms.
  • Allow you to nominate a trusted person to speak to us on your behalf.
  (You can complete our Third Party Authority form online here or request a copy by post or email here.)
  • Or just have a trusted person present during phone calls
  • Signpost you to independent advice and support services.
  • Speak to you about if your insurance policy covers critical or terminal illness.
  - If you have an insurance policy for your mortgage, you may want to contact your provider to check if your policy provides cover for critical or terminal illnesses.
  Benefits to letting us know
  We understand that everyone’s circumstances are different. If you share any additional needs or preferences with us, we’ll make sure your account is updated so we can support you in the right way. For example:
  • If you tell us you’re hard of hearing, we can update your account so that we contact you by email or speak with a trusted third party if you prefer.
  • If you find early phone calls difficult, we can arrange to contact you later in the day, at a time that works better for you.
  • If a family member is helping you manage your finances, we can send you a Third Party Authority (TPA) form so we’re able to speak with them directly when needed.
Mental Health
- Around 1 in 4 of us will experience a mental health challenge during our lives and we understand the impact this can have on managing finances. Any information you share with us about your mental health will be treated confidentially and only used to help you.
  How We Can Support You
  • Talk to Us
  We recommend giving us a call. If you let us know about your situation, we can provide tailored support to make things easier for you.
  If speaking feels difficult, you can complete and return our Notification Form here instead or request a copy by email or post here.
  By sharing your circumstances with us, we can:
  • Give you extra time (during and after calls) to make decisions or return forms, if it helps.
  • Handle your account with care and sensitivity by a dedicated team.
  • Allow you to nominate a trusted person to speak to us on your behalf.
  (You can complete our Third Party Authority form online here or request a copy by post or email here.)
  • Or just have a trusted person present during phone calls
  • Signpost you to independent advice and professional support services available from Mind and Mental Health Foundation.
Flexible Communication
- We understand that everyone has different communication needs. We can adapt how we contact you to make things easier and more comfortable.
  Your Options
  • Alternative to Phone Calls
  If you prefer not to speak on the phone, we can use other methods such as email, secure messaging, or written correspondence.
  • Nominate Someone You Trust
  You can choose a trusted person to communicate with us on your behalf.
  Complete our Third Party Authority form online here or request a copy by post or email here.)
  • Relay UK Service
  If you use Relay UK, simply add the prefix 18001 before our number to connect with a Relay agent. They’ll speak your words to us and text our words back to you.
  You can also download the Relay UK app so you can text us and get live replies.
  • Choose What You Receive
  You can opt out of certain communication formats such as SMS, phone calls, letters, or emails.
  - Please be aware, certain information must be sent by letter (for example arrears statements, annual statements etc).
  • Accessible Formats
  We can provide correspondence in:
  - Braille
  - Audio CD
  - Large print
  - Blue or yellow paper
  How to Tell Us Your Preferences
  Call us:         0333 014 2046 (between 9am to 6pm Monday to Friday)
  Email us:        customerservice@engagecredit.com
  Secure Message:    https://portal.engagecredit.com
  Write to us:     Engage Credit, Harman House, 1 George Street, Uxbridge, UB8 1QQ.
  
  If it’s simpler for you, you can complete our Preferred Communication Notification Form here or request a copy by post or email here.
Gambling
- We understand it can be difficult to talk about gambling whether it’s something you’re experiencing or you’re concerned about a loved one. Any information you share with us is confidential and we’re here to help, especially if gambling is affecting your ability to manage your mortgage.
  How We Can Support You
  • Talk to Us
  If gambling is impacting your mortgage, please contact our dedicated team. We'll discuss your situation and explore support options that work for you.
  If speaking about it feels difficult, you can complete and return our Notification Form here instead or request a copy by email or post here.
  By informing us, we can:
  • Offer flexible support tailored to your needs
  • Explore temporary breaks or adaptations to mortgage payments
  - If you’re worried about your ability to make mortgage payments, please contact us as soon as possible. Our team will be able to discuss your circumstances so that they can identify the best way to support you during this time. There’s also lots of information on our website that you may find helpful, which can be found here.
  • Connect you with self-help tools and professional services
  • Provide non-judgmental, confidential assistance so you can regain control
  • Allow you to nominate a trusted person to speak to us on your behalf.
  (You can complete our Third Party Authority form online here or request a copy by post or email here.)
  • Self Help Resources
  You don’t have to go through this alone. Explore free, confidential tools to help you understand and address gambling behaviours:
  • GamCare
  - Self-help workbook & interactive tools to reflect on gambling habits, finances, moods, and more [gamcare.org.uk]
  - MyGamCare & EmpowerMe: digital programmes to set goals and build coping strategies [my.gamcare.org.uk], https://www.gamcare.org.uk/self-help/empowerme/
  - 24/7 National Gambling Helpline: call 0808 8020 133, live chat, WhatsApp, support forums [gamcare.org.uk]
  • GambleAware
  - Self-assessment tool, spending tracker, goal planning, blocking advice, and app support [gambleaware.org], [play.google.com]
  https://www.gambleaware.org/tools-and-support/national-gambling-support-network/
  • NHS Support
  - Advice on recognising gambling harms, local treatment clinics, and self-referral guidance https://www.nhs.uk/live-well/addiction-support/gambling-addiction/ https://www.northerngamblingservice.nhs.uk/ https://hiowhealthcare.nhs.uk/our-services/a-z-list-of-services/gambling-service
  • Support for Families & Friends
  GamCare’s For family and friends resources offer practical guidance and emotional support for those affected by someone else’s gambling. https://www.gambleaware.org/advice/for-family-and-friends/
Financial Abuse
- Financial abuse can be difficult to recognise, and we understand how sensitive this situation can be. Any information you share with us will be treated confidentially and only used to help you.
  Signs of Financial Abuse
  Financial abuse can take various forms. You may be experiencing financial abuse if you notice:
  • Restricted or controlled access to money, accounts and statements.
  • Being forced to pay someone a salary or benefit payments.
  • Pressure to take out credit agreement or loans.
  If any of these sound familiar, please know you’re not alone and support is available.
  How We Can Help
  • We can put additional safeguards in place to protect your account and prevent unwanted changes.
  • We’ll work with you at a pace that feels comfortable and ensure your disclosure remains private.
  • We can help you explore options for managing your mortgage and reducing financial stress.
  By telling us, we can:
  • Make sure your account is secure and protected from unauthorised access
  • Offer flexible solutions tailored to your circumstances
  • Signpost you with trusted support services
  Independent Support
  You may also find it helpful to contact organisations that provide specialist advice and support:
  • Refuge (opens in a new window)
  • Women’s Aid (opens in a new window)
  We acknowledge there’s a range of different circumstances you may be going through. Just because they might not be listed here, please don’t put off reaching out to us to see how we can support you.
  Call us:         0333 014 2046 (between 9am to 6pm Monday to Friday)
  Write to us:     Engage Credit, Harman House, 1 George Street, Uxbridge, UB8 1QQ
  Email us:        customerservice@engagecredit.com
  Secure Message:    https://portal.engagecredit.com