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

If you can’t find what you’re looking for below or would like to talk to us about your mortgage you can call us on 03333 701 102  (lines are open 9am-6pm, 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.

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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.

How do I find out my mortgage balance?

Please give our Customer Services team a call on   03333 701 102  (lines are open 9am-6pm, Monday to Friday) to request your mortgage balance. 

How do I request a statement?

You can request a statement by: Giving our Customer Services team a call on  03333 701 102  (lines are open 9am-6pm, Monday to Friday) Sending us an email to  [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, which covers:

  • your current mortgage balance
  • any interest still left to pay
  • the daily interest rate
  • any fees detailed in our Tariff of Charges.

You can request a redemption statement by: Giving our Customer Services team a call on  03333 701 102  (lines are open 9am-6pm, Monday to Friday) Sending us an email to [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 that was 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 will let you know that you are coming to the end of the initial term by post.

What is my reference rate?

The reference rate will be either the Lender Managed Rate (LMR) or the Legacy Reference Rate (LRR), depending on when your mortgage was taken out.  Please refer to your Offer document, or contact us on  03333 701 102   if you would like confirmation of this. We may use this as the reference for setting the variable interest rate we switch the mortgage to at the end of the initial product fixed rate period. More information can be found on our  interest rate  page.

How do I update my contact details?

Please give our Customer Services team a call on  03333 701 102  (lines are open 9am-6pm, Monday to Friday) to update your contact details.

How do I change my direct debit details?

Please give our Customer Services team a call on  03333 701 102  (lines are open 9am-6pm, Monday to Friday) to update your Direct Debit details.

How do I change my payment date?

Please give our Customer Services team a call on  03333 701 102  (lines are open 9am-6pm, Monday to Friday) to update your payment date.

Can I nominate someone else to act on my behalf?

Yes, that is possible. Please give our Customer Services team a call on  03333 701 102  (lines are open 9am-6pm, Monday to Friday) or send us an email to  [email protected]. We’ll need to 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.

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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. 

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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: Harman House, 1 George Street, Uxbridge, London UB8 1QQ. Registered in England and Wales under Company Number 11279253. Calls may be monitored or recorded for training, compliance and evidential purposes.

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Mortgage Service Levels

Intermediary Mortgages

Working on DIP referrals received on:

24th March

Responding to application portal broker messages on:

24th March

Reviewing applications sent to our underwriters on:

24th March

Working on applications received on:

24th March

Currently reviewing valuations received on:

24th March

Answering calls in less than (average speed):

< 1 Minutes
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