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.
If you have a mortgage with Pepper Money, here are the answers to some frequently asked questions from our customers.
If you’re worried about making your mortgage payment please visit our Money Worries page where you’ll find loads of useful information.
Looking for something else to do with your mortgage? 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
If you are currently experiencing money worries, here are the answers to some frequently asked questions from our customers.
What to do if you think there’s been fraud on your account and tips for keeping your money safe.
Details of how to make a complaint can be found on our Complaints page.
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.
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 doesn’t affect your credit file.
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.
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
Think carefully before securing other debts against your home. Your home may be repossessed if you do not keep up repayments on a mortgage or any other debt secured on it.
About Pepper Money
Pepper Money is the brand name used globally by all Pepper Group companies to market consumer finance products. In the UK, Pepper Money offers a range of residential, buy to let, and second charge mortgages to borrowers.
Pepper Money is part of the Pepper Group, a diversified, global financial services business, whose senior management team is some of the most experienced in the UK mortgage industry having built a long-lasting reputation for creating innovative, flexible home loan products and services.
Contact us
UK Mortgage Lending Ltd (UKMLL) t/a Pepper Money is authorised and regulated by the Financial Conduct Authority (FCA) under registration number 710410 as a provider of regulated mortgages. The FCA does not regulate our Buy to Let mortgages. UKMLL is a member of the Finance and Leasing Association and follows its Lending Code as a provider of second charge regulated mortgages. Registered Office: 4 Capital Quarter, Tyndall Street, Cardiff, CF10 4BZ. Registered in England and Wales under Company Number 08698121.
Pepper Money Limited t/a Pepper Money is authorised and regulated by the Financial Conduct Authority under Firm Registration Number 811609 as a provider of regulated mortgages. The FCA does not regulate our Buy to Let mortgages. Registered Office: 4 Capital Quarter, Tyndall Street, Cardiff, CF10 4BZ. Registered in England and Wales under Company Number 11279253. Calls may be monitored or recorded for training, compliance and evidential purposes.
Working on DIP referrals received on:
Responding to application portal broker messages on:
Reviewing applications sent to our underwriters on:
Working on applications received on:
Currently reviewing valuations received on:
Answering calls in less than (average speed):
