Home » Customer » Help and Support » Make A Complaint
We are aware of scams involving individuals being offered loans for an advanced upfront fee. With the fraudster posing as a representative of a financial services organisation. At Pepper Money we do not charge any fees before the application stage. We would not approach you directly in this way. Your broker will be able to tell you what fees and charges the product you’re applying for has, and when they will be charged. If you think you have been a victim of such a scam, please contact your bank immediately and report it to action fraud.
We would like to hear from you if you are unhappy with our products or conduct. Contacting us won’t impact your credit score.
Our Complaints Procedure includes clear standards so that you know what to expect from us.
If you would like to discuss a complaint about your mortgage application, or pay-out, please contact us by phone, email or post:
Pepper Money, Complaints Department, 4 Capital Quarter, Tyndall Street, Cardiff, CF10 4BZ
If you would like to discuss a complaint about your homeowner loan application or pay-out, please contact us by phone, email or post:
Pepper Money, Complaints Department, 4 Capital Quarter, Tyndall Street, Cardiff, CF10 4BZ
You can contact us by email or post:
Pepper Money, Complaints Department, 4 Capital Quarter, Tyndall Street, Cardiff, CF10 4BZ
Should you wish to refer your complaint to the Financial Ombudsman Service (which you must do within 6 months of receiving our Final Response), the relevant contact details are:
The Financial Ombudsman Service will only be able to consider your complaint after you have either received our Final Response or 8 weeks have elapsed since your complaint was received. Whichever is earlier.
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: [email protected]
Website: financial-ombudsman.org.uk
Our latest customer complaint levels
Our latest Pepper Money complaint levels show how quickly we’re currently processing complaints on behalf of our customers.
For UKMLL between 1st July and the 31st December 2023
Complaints
Opened
Complaints
Closed
Complaints
Upheld
Cleared within
3 days