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, Pepper Advantage, Engage Credit and Engage Commercial
Product/Servicing Group: Home Finance

 

Complaints from 1 January 2022 - 30 June 2022
Number of complaints  opened by volume of business (accounts under management at reporting period end date) 23.05 complaints per 1000 accounts under management
Number of complaints opened 807
Number of complaints closed 652
Percentage closed within 3 days 28.99%
Percentage closed after 3 days but within 8 weeks 67.02%
Percentage upheld 36.81%
Main cause of complaints opened Other general administration / 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 would like to make a suggestion or complain about our service, please call us on 0333 014 2046. Alternatively you can:

 

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 basic 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.