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
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.
Firm name: Pepper (UK) Limited
Brands/trading names covered: Pepper Advantage UK, Pepper Advantage, Engage Credit and Engage Commercial
Product/Servicing Group: Home Finance
| Number of complaints opened by volume of business (accounts under management at reporting period end date) | 32.71 complaints per 1000 accounts under management |
|---|---|
| Number of complaints opened | 723 |
| Number of complaints closed | 718 |
| Percentage closed within 3 days | 17.13% |
| Percentage closed after 3 days but within 8 weeks | 80.78% |
| Percentage upheld | 42.34% |
| Main cause of complaints opened | Other/General Admin/ Customer Service |
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’d like to complain about our service, you can:
- Email us on complaints@engagecredit.com
- Write to us at Engage Credit, Harman House, 1 George Street, Uxbridge, London, UB8 1QQ
- Call us on 0333 014 2046
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’re 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 basic rate. For further details on how we handle complaints, please click here.
Your Personal Data
If you are dissatisfied with the way we have handled any of your personal information, you can raise a complaint with us in either of the following ways: email DPO@peppergroup.co.uk or writing to us at Engage Credit, Harman House, 1 George Street, Uxbridge, UB8 1QQ, or by phoning us on 0333 014 2046 (between 9am to 6pm Monday to Friday).
You may have the right to complain to the Information Commissioner’s Office, which enforces data protection laws, if you are unhappy with the way we handle your personal information. For further information visit www.ico.org.uk.
The 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.