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.

Your Account

If you have a mortgage with Pepper Money, here are some frequently asked questions about your account from our customers.

How do I find out my balance?

Please email our customer services team at [email protected] to request your mortgage or homeowner balance. 

How do I request a statement?

You can request a statement by emailing our Customer Services at [email protected], stating your account number.

All statements will be sent to the correspondence address included on your account.

Where can I get a redemption statement?

If you’re ready to pay off your mortgage in full, or you’re planning to remortgage with another lender, you’ll need a redemption statement. This covers:

  • Your current mortgage balance
  • Any interest left to pay
  • The daily interest rate
  • Any fees detailed in our Tariff of Charges
 

To request a redemption statement email our Customer Services team at [email protected], stating your account number.

All statements will be sent to the correspondence address included on your account.

What happens when my initial product term ends?

At the end of your initial product term your rate will change to the reversion rate included in your mortgage offer. You’ll also no longer need to pay an Early Redemption Charge if you repay the mortgage after this time.

We’ll let you know that you’re coming to the end of the initial term by post.

Do Pepper Money offer product transfers?

Yes. Check below for eligibility and how to apply.

Who can apply for a Product Transfer?
• Residential mortgage customers only (you can apply up to 3 months before your current initial rate ends).
• Provided your mortgage payments are up to date and you’ve not missed a payment in the last 12 months you can be considered.
• You can’t make any other changes to your mortgage during this process and you’re just applying to switch your current rate.

How do I apply?
We provide a choice of ways to apply;
1) If you’d like advice and a recommendation based on your current circumstances you can contact a broker who will help you find the right mortgage product for you. Please navigate to our page providing details of brokers registered with us or search Unbiased.co.uk. Your selected broker will understand your needs and circumstances and provide advice and recommendation for a suitable product for you which may or may not be a Pepper Money product.
2) ‘Execution only’ basis – You can apply here – we do not offer advice or provide you with a recommendation for a specific product for you – you should only use this method if you are happy to proceed without receiving advice.

The Product Transfer application process
• You can apply up to 3 months before your current initial rate ends.
• It’s a simple process with no affordability or credit checks or need to refresh your employment or income information.
• It’s fee free – no product fees, no need for a new valuation of your property or any legal fees.
• In the event your circumstances have changed and you’d like to speak to a broker about other product options which may meet your needs and circumstances please navigate to our website or search Unbiased.co.uk

What should I do if I am struggling with my payments?
If you need to speak with a member of our team about your payments, please call <0333 370 1101 and press 4> or if you’d like to speak to a broker about other product options which may meet your needs and circumstances, please navigate to our page providing details of brokers registered with us or search Unbiased.co.uk. You may also find the information in the MoneyHelper guide useful.

What is my reference rate?

The reference rate will be either the Lender Managed Rate (LMR) or the Legacy Reference Rate (LRR).  This will depend on when your mortgage was taken out.  Please refer to your Offer document, or call us on  03333 701 102 to confirm this. We may use this when setting your mortgage’s variable interest rate at the end of your initial fixed rate period. More information can be found on our interest rate page.

How do I update my contact details?

Please call our Customer Services team on 03333 701 102 to update your contact details. Our lines are open from 9 am to 6 pm, Monday to Friday.

How do I change my direct debit details?

Please call our Customer Services team on 03333 701 102  to update your Direct Debit details. Our lines are open from 9 am to 6 pm, Monday to Friday. 

How do I change my payment date?

Please call our Customer Services team on 03333 701 102  to change your payment date. Our lines are open from 9 am to 6 pm, Monday to Friday. 

Can I nominate someone else to act on my behalf?

Yes. Please email our Customer Services team at [email protected]. We’ll send you a form to complete and return. Once we have registered your nominated person, we will write to you to confirm it’s all set up.

Can I add or remove someone from my mortgage?

No, it’s not possible to add someone to or remove a person from your mortgage.

Have any further questions?

You can call us at 03333 701 102  from 9 am to 6 pm, Monday to Friday. Or email us at [email protected] where one of our friendly team will be able to help.

Contacting us won’t impact your credit score.

If you choose to email us, we will respond to your message within 5 working days. This will either be via a telephone call or a letter in the post. If your request is urgent please call us.

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