Second Charge Broker Resources

Your customers will be eligible if:

1. their security property is registered in England or Wales;
2. they have their own unique telephone number and email address;
3. they do not require independent legal advice; and
4. they haven’t been identified as having low computer, financial, or English language literacy.

Ineligible customers will continue to receive a paper copy of the Offer Pack and Deed directly from Pepper Money in the post, with a requirement for the Deed to be signed and a hard copy original returned to Pepper Money via the post.

If your customer does not wish to proceed with the e-signature process, you will be able to obtain the Offer documents directly from SWAN and send them to your customer via email or post. Your customer would then need to sign the documents and return hard copies to Pepper Money via the post. If we or you identify your customer as having low computer, financial, or English language literacy then they will not be eligible for the e-signature process and they will be issued their offer documents by post and email for signing, witnessing and returning.

The following documents can be signed as part of the e-signature process:​

• Mortgage Deed​
• Credit Consolidation & Cash Out Form​
• Minor Amendments Form​
• Direct Debit Mandate​

Yes, in order to properly execute the Mortgage Deed, a witness, who must know the customer but must not be their relative or live in their property, will need to be present to witness the e-signing of the Mortgage Deed. Your customer will need to provide the full name, email address and mobile number of their witness as part of the Mortgage Deed e-sign process. This is so the witness can be sent the Mortgage Deed to e-sign (witness). 

Once the application goes to Offer and the offer documents have been sent to Robertsons, your customer will receive their invite to e-sign their documents within 3 working hours (based on standard business hours of 9am-5pm Monday to Friday).

Robertsons Solicitors act solely on Pepper Money’s behalf as part of the conveyancing process. We have instructed Robertsons Solicitors to act on our behalf and manage / control the e-signing process to make this as smooth as possible for your customer. This is the reason your customer will receive the initial DocuSign email from Robertsons Solicitors branded Pepper Money.

No, their signature must be witnessed by an independent witness who knows them, who is not their relative and does not live with them. 

Yes, joint customers can use the same witness.​

Yes, for married/sole customers who want to e-sign we will need the Consent Deed returned to us before offer. If we have to send the Consent Deed with the offer customers will not be eligible for e-sign.​

In this instance, your customer should contact Robertsons Solicitors (the solicitors acting on Pepper’s behalf and who are helping us manage the e-signing process). To do so customers can email [email protected]. Robertsons will then correct the information so your customer can proceed with the e-sign process.

In this event, the customer should check whether the witness for applicant 1 has completed their part of the process, because if they haven’t, then the email will not be sent to applicant 2. If Applicant 1 and their witness have completed their part of the journey and an email has still not been received by applicant 2, they should check their junk email box. If the email can still not be traced they should contact Robertsons Solicitors via email at [email protected].

Customers are signposted to their broker if there are any issues with errors on the documents (incorrect term, product, advance etc). You can then carry out the changes needed and communicate with us where necessary. If the offer is amended, our underwriter will resend the amended offer documents to Robertsons Solicitors so that they can reissue them to the customer(s) for e-signing. 

Via Swan, once the case has been ‘Offered’, you can see whether the case  was eligible for the e-signatures journey and if so, when the offer documents were sent to Robertsons Solicitors by looking at the ’Last sent for E-Sign:’ column within the ‘Offer documents’ tab in SWAN. 

For cases eligible for e-signatures, it will show when the offer documents were sent to Robertsons.

As a reminder, once the application goes to Offer and the offer documents have been sent to Robertsons, your customer will receive their invite to e-sign their documents within 3 working hours (based on standard business hours of 9am-5pm Monday to Friday).

Once the customer has e-signed their offer pack documents, we will check the documents to ensure that they are correct. Following this, you will continue to be notified that a case has moved from ‘Offered’ to ‘Awaiting Completion’.

To view/download  the e-signed offer pack, please go to the ‘All Documents’ section in SWAN where you will see a PDF copy of the Offer Pack.