Company details

The Company is registered in England and Wales under company number 07362435
The Company registered office is 2 Anchor Court, Commercial Road, Blackburn with Darwen, BB3 0DB

Company accreditation details

Financial Conduct Authority

The company holds full permission with the Financial Conduct Authority, details as follows
Authorised and Regulated by the Financial Conduct Authority for accounts formed under the Consumer Credit Act 1974 (amended 2006)”.
Authorisation Number FRN 692480
Further details can be obtained from http://www.fca.org.uk

Information Commissioners Office

ICO registered Z3664546

Credit Services Association Membership

CSA member number 916
Adherence to the code of practice

Credit Services Association

Collector Accreditation Initiative
CAI Company accredited

Utility Vendor Database

UVDB Registered 056184
UVDB Audit assessment accredited / Health and Safety / Environment / Quality

BSi / ISO 9001:2008

Quality Management systems accredited

IOMART System Hosting

Cloud System security accredited to ISO27001

Insurance

Public and Products Liability
Employers Liability
Professional Indemnity

PCI DSS

Ensuring all card payments are processed securely

Business Continuity

Fully tested off site processes and procedures

Company Ethos /Ethics

The company is committed to

• Providing visible means of performance measurement (VARS)
• Treating Customers fairly and with respect
• To growth and expansion in accordance with ethical business standards
• Continually seeking to ensure that processes and procedures meet the required governing legislation and standards to ensure customer protection and protection of the client brand
• Always seeking to improve overall communication both internally and externally

Company Training Commitment

The company is committed to investing in its employees and taking part in the local apprentice schemes
To date one new apprentice has been employed full time
A further apprentice is currently undergoing training and development within the company
Both apprentices have attained external qualifications which have been supported by the company

The employee who joined the company as an apprentice has gained the following qualifications

Qualifying in

• Employment Rights and Responsibilities
• Equality at Work Act
• Health and Safety in the Workplace.
• Internet Safety and Security
• Data Protection
• Respect & Wellbeing in the Workplace
• Equality in the Workplace

The company is also committed to providing training and awareness for all employees with annual on line training

In the following areas

• Data Protection training
• Anti Money Laundering training
• Treating Customers Fairly training
• DSE Assessment training
• Manual Handling training
• Health and Safety in the work place training
• COSHH training
• Fire safety training
• First aid training
• Collector Initiative training (CAI)

Company Visit Commitment

In order to meet its obligations under

CONC 7.9. Contact with Customers

7.9.1 “Contacting Customers”

A firm must ensure that a person contacting a customer on its behalf explains to the customer the following matters:

(1) who the person contacting the customer works for;

(2) the person’s role in or relationship with the firm; and

(3) the purpose of the contact.

VARS (Voice Agent Recording Software)

The company has invested in its door step voice recording product to ensure that Treating Customers fairly can be evidenced during the visit, and can provide customers with the secure knowledge that any details relating to vulnerability or financial hardship will be fully detailed.

Ongoing training and development in the field ensures that the customer contact is maintained at a high standard.

All field members both employed and self- employed as well as internal employees are fully vetted and undergo rigorous recruitment criteria to ensure that the individuals meet the high standards expected by the company.

Further side by side training coaching and monitoring is undertaken for all new field members, in addition ongoing monitoring of visits is conducted via the voice recording equipment which ensures that there is continuous training and development within the field structure.

Regular audits are conducted and any customer feedback is welcome which is always treated in a positive manner.

Any lessons learned are scrutinised and where required are placed on the risk register for further evaluation and improvement.

Assistance with your finances

Information

If you are finding your current situation a struggle or you feel you need to speak to someone about your finances, you can contact one of the following organisations. They can all offer you free, impartial advice on your finances.

Step Change Debt Charity (formally CCCS) – you can call them on their Freephone number 0800 138 1111 (free of charge for both landline and mobile phones), or you can use their website www.stepchange.org.

Christians against poverty (CAP) CAP is a charity that provides trained counselling and who have been established to assist with face to face advice and to offer support and help with budget worksheets. To contact CAP visit their web site at [Skip to Content]www.capuk.org

My Money Steps – this is a free online debt service from the National Debt-line. They provide free, independent practical advice about your finances. Visit them at www.mymoneysteps.org or you can contact the National Debt-line on Freephone 0808 808 4000.If you would rather speak to someone face to face, you can always contact your local Citizens Advice Bureau.

There are also a number of options to assist with your utility bills

The warm home discount scheme https://www.gov.uk/the-warm-home-discount-scheme/what-youll-get

Grants and schemes to help you save money on energy bills https://www.citizensadvice.org.uk/consumer

The Energy Company Obligation (ECO) is a government scheme to obligate larger suppliers to deliver energy efficiency measures to domestic premises in Britain. An online tool to help energy companies, the wider supply chain and consumers https://www.ofgem.gov.uk

If you have a complaint

Engage 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 Compliance team, either in writing or by telephone or email at
Complaints Team,
Engage Services,
2 Anchor Court,
Commercial Road,
Blackburn with Darwen
BB3 ODB

Email: complaints@engageltd.co.uk

Telephone 03333 206 200 (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 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