How we help

General questions, product related or case specific

Because the cases we handle can be complex, we only do business through mortgage brokers.

Table of Contents

General questions

We’re an award-winning UK mortgage lender, backed by a global financial institution.

We help people who may have been let down by high street lenders or are getting back on their feet financially after a major life event. Because the cases we handle can be complicated, we only do business through mortgage brokers.

If you’ve got an interesting case that involves one or more of these things, we may be able to help:

  • Previous financial difficulties
  • Accidental missed payments
  • Self-employment
  • Complex income
  • Limited credit history

You can register using our online form, it’s quick and easy so should only take a few minutes.

Once you’ve submitted the registration form you’ll receive an email to verify your account – please click on the link within this email, otherwise, you won’t be able to log in.

If you’re the first person within your company to register with us we’ll also need to verify your company. In most situations we’ll be able to do this within minutes of the registration, however, there may be times this will take longer.

At the moment, we don’t lend on properties in Scotland or Northern Ireland.

However, if your client is looking to buy in England, Wales or on the Isle of Wight, we can help.

We use Equifax credit reports when assessing a mortgage application.

We use Equifax credit reports when assessing a mortgage application.

If your client fails Electronic Identification, we will notify you of any documents required in the Application Portal.

Product related

For our 2 year products it is 140% x (for standard BTL) or 125% x (for Limited Company BTL) the highest of:

  • pay rate + 2%
  • reversion rate 
  • 5.5%

 

We stress our 5 year products at (for standard BTL) or 125% x (for Limited Company BTL) pay rate.

No stress is applied to any of the other properties in an applicant’s portfolio as long as they can evidence the rental income covers the mortgage payments.

We don’t currently offer any retention rates but continue to strive to keep our rates competitive for all customers.

We don’t offer mortgage porting but all our remortgages come with free legals using a reputable conveyancing firm.

Once the applicant pays the application fee you won’t be able to switch the case onto another product without re-submitting the application and paying the associated fees.

We don’t currently offer further advances.

We consider every request for a second charge to be added to a property that we hold the first charge on, on a case by case basis.

The simple answer is No.

We don’t currently offer any completely fee-free products but this is something we are considering so watch this space.

We don’t apply any stress to any of the other properties in an applicants portfolio as long as they can provide evidence that the rental income covers the mortgage payments.

The LMR or the Lender Managed Rate is a variable rate of interest which we set. 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.

Case specific

We don’t rely on an automated credit score to make lending decisions, instead our underwriters review your clients credit file and supporting information to make a decision based on their individual circumstances.

Yes, our DIP uses a soft credit search so it has no impact on the applicant’s credit score or any future credit applications.

Our DIPs are valid for 30 days except where the product is withdrawn. When a product is withdrawn we’ll send an email confirming any submission deadlines. 

Our offers are valid for 90 days from the date the offer was issued. If your client doesn’t complete within this timeframe you can apply for an offer extension. For details on this please see the next FAQ.

Yes, if your client is unable to complete within the original offer period (90 days from when the offer is issued) we can extend the offer.

In order to ado this we will need a new employers reference and to carry out an up-to-date credit search, or for self-employed applicants, we will require the latest month’s bank statement. We will also need the valuer to confirm the valuation remains unchanged.

Please note:

  1. We can only extend an offer once
  2. The maximum time the offer can be extended is 30 days
  3. We can’t extend an offer that has either more than a month or less than a week left before it expires

If your client doesn’t meet the above criteria, then the application will need to be re-submitted

You can add a second applicant from the Applicant details stage of the DIP. At the top of the section, you’ll have to option to chose the number of applicants. Nothing changes when you select 2, but the application form will ask for the second applicant’s details after you’ve completed the details required on this screen.

You may find that you’re only given the option of 5 year products due to the affordability of the case in question.

On 2 year rates we apply a stress to ensure the applicant will be able to afford the mortgage if rates rise. However, on our 5 year rates the affordability is calculated at the pay rate.

We will instruct the valuation once we have assessed the case and are happy we can proceed. However, you can instruct the valuation before this point but the valuation fee will not be refunded if after reviewing the case we’re unable to proceed.

On 2 year rates we apply a stress to ensure the applicant will be able to afford the mortgage if rates rise. However, on our 5 year rates the affordability is calculated at the pay rate.

The easiest way to get a case update is by logging in to our application portal and sending us a secure message. 

You can also give us a call on 03333 701 101 (lines are open 9am-5.30pm, Monday to Friday).

We’ll collect the application and valuation fee when you submit the application, this means there will be no delays once we’re ready to instruct the valuation. If the case doesn’t progress to a valuation we’ll refund this payment. The application fee is non-refundable.

Resources

Our tool kit has all the information you need

Packaging

Find the right Pepper Money mortgage.

Downloads

Forms, product guides, and other useful documents.

Solicitor Panel

View our solicitor panel and details about our free legals remortgage.

Calculators

View our range of affordability calculators.

FAQs

Have a question about dealing with us at Pepper Money? Start here.

How we do it

Our latest service levels

Updated : November 30, 2021 3:23 am

What we’re working on

At Pepper Money, we believe in being accountable and transparent at every step. Our latest published service levels show how diligently we are processing applications on behalf of our customers.

Our call capacity (average)

9am
10am
11am
12pm
1pm
2pm
3pm
4pm
5pm

Referrals

Working on DIP referrals received on:

29th November

Messages

Responding to application portal broker messages received on:

29th November

Reviews

Reviewing offer assessment sent to our underwriters on:

29th November

Applications

Working on applications received on:

29th November

Valuations

Currently reviewing valuations received on:

29th November

Calls

Answering calls in less than (average speed):

< 1 minute(s)

What's next?

To discuss a case, or find out more about our products, call our experienced team.

Ready to submit? Log into the application portal to get started, or register if it’s your first case with Pepper Money.