Complaints

You are not alone | IVA | Debt Management

While we work hard to provide our customers with the best possible service, we appreciate that sometimes things can happen. If you would like to raise a concern about our service, please contact us at the details below.

By post: Engaged Solutions

Sanctum House

Unit 9 Hayfield Business Park, Field Lane, Auckley

DN9 3FL

By phone: 0800 0901546

By email: [email protected]

We will try to reply to your email address unless we need to refer to confidential information or enclose copies of important documents, in which case we
will contact you by post.

If you have any concerns about material which appears on our site please email us [email protected] or call 0800 0901546.

Timescales

We will do our best to resolve your complaint immediately. Failing that, we always aim to resolve your complaint by the following day.

Sometimes it may take longer to fully investigate your concerns. Where this is the case, this is what we will do:

– We will send you a written acknowledgement of your complaint as promptly as possible.

– We will inform you of the name of the person handling your complaint and the reason it is taking longer and when you can expect a full response.

– If your complaint will take longer to investigate, we aim to find a solution as soon as we can. If we are unable to do so, we will write explaining what
is happening and when we expect to resolve your complaint.

– After eight weeks we will send you a final response or a thorough progress report.

– We will keep you informed of what is being done to resolve your concerns at every step.

We aim to resolve complaints as quickly as possible and to your complete satisfaction. If, for whatever reason, you are unhappy with the response from us
please get in touch directly with the person handling your complaint. They will then agree on the next steps with you.

Independent Review of your Complaint

If you remain dissatisfied, you can request a free independent review from the Financial Ombudsman Service. They can be contacted;

By Post: The Financial Ombudsman Service,

Exchange Tower,
London, E14 9SR

By phone: 0800 023 4567

By email: [email protected]

Website: www.financial-ombudsman.org.uk

 

In relation to your complaint you can also request a review from the European Online Dispute Resolution platform:

 

http://ec.europa.eu/

 

We have no responsibility for the service provided by our partners, if you have any complaints, please visit their websites.