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.

Existing Customers

If you have a mortgage or a homeowner loan with Pepper Money, here are the answers to some frequently asked questions from our customers.

If you’re worried about making your payment please visit our Money Worries page where you’ll find loads of useful information.

Looking for something else to do with your mortgage or homeowner loan? Try our helpful FAQ pages below. Or email us at [email protected]. This means we can keep our phone lines free for those who need the most urgent help.

Contacting us won’t impact your credit score.

Our phone lines have been busier than usual, resulting in longer waiting times for customers. In the meantime, we recommend contacting us through email. We will aim to respond to your message within 5 working days. If your request is urgent, please call us.

Read our response to the government’s latest announcement on extra support for mortgage customers

Money Worries

If you are currently experiencing money worries, here are the answers to some frequently asked questions from our customers.

Your Account

Learn more about keeping your account up to date with Pepper Money.

Payments & Fees

Interested in learning more about our fees and/or early repayments.

Keeping Your Money Safe

What to do if you think there’s been fraud on your account and tips for keeping your money safe.

Making A Complaint

Details of how to make a complaint can be found on our Complaints page.

General Questions

Find out answers to your more general questions on this page.

Our response to the government’s Mortgage Charter – Last update: 14 September 2023

Following the announcement from the government on 23rd June 2023 regarding support for mortgage customers, we’re updating this page regularly and are checking the requirements of the charter.

Whilst we haven’t signed up to the charter, we’re still able to offer the same support to customers who are up to date on their mortgage payments, without it impacting your credit file.

We have a range of support available for customers who are already in arrears to help minimise the impact of the rising cost of living and borrowing.

If you’d prefer to speak to us about your options, whether you’re experiencing financial difficulty or are unsure of your options, don’t hesitate to get in touch with our team. Contacting us won’t impact your credit score.

What can I do if I’m worried about being able to pay my mortgage or loan?

If you think you may struggle with meeting your repayments now or in the near future, please contact us on 03333 701 102 (9am – 6pm, Monday to Friday). As soon as we understand your situation, we can help you.

We recommend you complete our income and expenditure form before you call. This will help us see what borrowing you’ve got, your fixed and variable costs and the money you’ve got left over each month to make towards re-payments, and one of the team will go through it with you on the call.

To reassure you, contacting us about your mortgage or homeowner loan doesn’t affect your credit file.

How can I plan ahead of my fixed rate coming to an end?

We understand that there is a lot of uncertainty about mortgage rates rising. We don’t offer any mortgages directly to our customers at the moment. We recommend speaking to a mortgage broker if you’re considering remortgaging soon. Ideally, speak with a broker at least six months before your fixed mortgage period expires.

They will be able to help you establish what your best next move is, whether that’s a fixed rate for five years, an interest-only mortgage, or another option.

Is there anyone you recommend I speak to about my money worries?

You can get free, independent and impartial advice from these organisations:

National Debt Line: 0808 808 4000

Citizens Advice Bureau (CAB): 03444 111 444 (England) or 03444 77 20 20 (Wales)

Step Change Debt Charity: 0800 138 1111

MoneyHelper: 0800 138 7777

Money Advice in Scotland: 0141 572 0237

Civil Legal Advice: 0345 345 4345

Shelter Housing Advice: 0808 800 444

Payplan: 0800 280 2816

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