Get in touch with Pepper Money

Account query/payments

If you want to make a payment or have a question about your mortgage, you can contact us by phone or email.

You can make payments over the phone and please don’t disclose any sensitive information by email.

Make a complaint

We welcome your feedback as it gives us the opportunity to put the situation right and restore your faith in Pepper Money.

You can find out more information about our complaints process by following this link.

Intermediaries

Our team of friendly and knowledgable BDMs are on hand to discuss any potential situations. 

Our Telephone team are available to answer your queries and assist your customers.

Our complaints process

We manage complaints to the Financial Conduct Authority (“FCA”) regulatory standards and comply with Treating Customers Fairly guidelines.

If we are unable to resolve your complaint straight away, we will acknowledge your complaint in writing within 5 working days of receipt.

We take your complaint seriously and will investigate each of your concerns thoroughly, in a fair and impartial manner. Our aim will be to resolve your complaint as quickly as possible and we may contact you to obtain further information. We keep you updated on progress on a regular basis.

We will explain our position clearly and in easily understandable language, ensuring that we reply to each point that you have raised.

In most cases, you will receive a Final Response within 4 weeks of us receiving your complaint. However, in the unlikely event that we have been unable to complete our investigation and provide a response within 4 weeks, we will write to you with an update, explaining the reasons for the delay, along with details of when you can expect to receive our response.

If you remain dissatisfied or in the unlikely event of us not issuing our Final Response within 8 weeks, you have the option to refer the matter to the Financial Ombudsman Service.

Financial Ombudsman Service

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

What's next?

To discuss a case, or find out more about our products, call our experienced team.

Ready to submit? Log into the application portal to get started, or register if it’s your first case with Pepper Money.

Important information

Following the announcement of a national lockdown in England from 5th November, there are no changes to valuation services and the ability for our valuers to carry out internal inspections. These will remain subject to a full risk assessment and our valuers will review each instruction based on an individual basis, the customer and the surveyor will make the final call regarding proceeding with the internal inspection.

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