Engage Services complaints procedure

If you have a complaint

Engage Services is committed to treating its customers fairly. We monitor calls and working practices to ensure that we meet and maintain high standards. Both internally and externally in field when visiting at premises.

If you believe that we have not met your expectations or should you feel dissatisfied with any matter we would welcome the opportunity to correct this.

We have a formal complaints procedure to assist in addressing any matters arising although we hope there will be no need to use this service.

If required please contact the Complaints team, either in writing or by telephone or email at:

Complaints Team
Engage Services,
Wavell House, 
Holcombe Road, 
Rossendale
BB4 4NB
Email: complaints@engage-services.co.uk

Telephone: 0333 320 6200 (Freephone for both landline and mobile phones)

It will help us if you can provide:

• Your name, address, contact telephone number and account reference number.
• Full details of your concern or complaint.

When we receive your complaint we will seek to fully investigate the matter. We seek to resolve complaints within 3 working days if possible. From receipt of our final response, you have 8 weeks to express any dissatisfaction with the outcome

Consumer Credit Regulated Agreements

If you remain dissatisfied after receiving a final response to your complaint you can contact the Financial Ombudsman Services (FOS) for further review.

The Financial Ombudsman Services contact details are below:

Financial Ombudsman Services

TELEPHONE: Monday to Friday – 8am to 8pm Saturday – 9am to 1pm

• 0800 023 4 567 calls to this number are now free on mobile phones and landlines
• 0300 123 9 123 calls to this number cost no more than calls to 01 and 02 numbers
• +44 20 7964 0500 outside of the UK

FOS will be happy to phone you back, if you are worried about the cost of calling.

TEXT on 07860 027 586 and we’ll call you back.

Email: complaint.info@financial-ombudsman.org.uk

POST: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Utility accounts

If you remain dissatisfied after receiving a final response to your complaint you can contact the Energy Ombudsman.

The Energy Ombudsman details are below

Energy Ombudsman

TELEPHONE 0330 440 1624 Open – Monday to Friday, 9am to 5pm

TEXT PHONE SERVICE 0330 440 1600

EMAIL enquiries@energy-ombudsman.org.uk

POST Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

ONLINE http://www.ombudsman-services.org/contact-us-energy.html