Suggestions and Complaints
At Engage Commercial we strive to deliver fair outcomes for our customers but recognise that sometimes things can go wrong.
We welcome direct feedback from our customers on how we can improve our service or to provide us with the opportunity to put things right; however on occasions we do not achieve this.
Our Internal Complaints Process
If you would like to make a suggestion or complain about our service, please call us on 03333 701 501.
Alternatively, you can write to us at Engage Commercial, Harman House, 1 George Street, Uxbridge, London UB8 1QQ.
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 may be eligible 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.
Financial Ombudsman Service
Some clients are eligible to refer their complaint to the Financial Ombudsman Service (“FOS”) which 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.