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.

Make A Complaint

Information correct at: February 26, 2024 3:24 pm

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.

  • We manage complaints to the Financial Conduct Authority (“FCA”) regulatory standards and comply with Treating Customers Fairly guidelines.
  • If we can’t resolve your complaint immediately, we will acknowledge your complaint in writing within 5 working days of receipt.
  • We take your complaint seriously. We’ll investigate each of your concerns thoroughly in a fair and impartial manner. Our aim is to resolve your complaint as quickly as possible and will update you regularly. We may contact you for further information.
  • We will explain our position clearly and in easily understandable language. And make sure 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. We’ll explain the reasons for the delay, along with details of when you can expect a 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.

Mortgage application complaint

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

Homeowner loan application complaint

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

Intermediary business complaint

You can contact us by email or post:

Pepper Money, Complaints Department, 4 Capital Quarter, Tyndall Street, Cardiff, CF10 4BZ

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: [email protected]
Website: financial-ombudsman.org.uk

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