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Make A Complaint

Information correct at: September 30, 2022 5:43 pm

We would like to hear from you if you are unhappy with our products or conduct.

We have a Complaints Procedure that 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 are unable to resolve your complaint straight away, we will acknowledge your complaint in writing within 5 working days of receipt.
  • We take your complaint seriously and will investigate each of your concerns thoroughly, in a fair and impartial manner. Our aim will be to resolve your complaint as quickly as possible and we may contact you to obtain further information. We keep you updated on progress on a regular basis.
  • We will explain our position clearly and in easily understandable language, ensuring 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, explaining the reasons for the delay, along with details of when you can expect to receive our 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 also 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: complaint.info@financial-ombudsman.org.uk
Website: financial-ombudsman.org.uk

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Information

Mortgage Service Levels

Intermediary Mortgages

Working on DIP referrals received on:

30th September

Responding to application portal broker messages on:

30th September

Reviewing applications sent to our underwriters on:

29th September

Working on applications received on:

30th September

Currently reviewing valuations received on:

30th September

Answering calls in less than (average speed):

< 1 Minutes