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.
We welcome your feedback as it gives us the opportunity to put the situation right and restore your faith in Pepper Money.
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.
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.