If you're looking for a mortgage and want to find out if we can help, you'll need to speak to a mortgage broker. Find details of brokers near you at unbiased.co.uk
If you're an existing customer, please use the details provided below.
If you want to make a payment or have a question about your mortgage, you can contact us by phone or email. You can make payments over the phone 24/7, the team is available 9.00am-6.00pm Mon-Fri. Please don't disclose any sensitive information by email.
Make a complaint
We welcome your feedback as it gives us the opportunity to put the situation right and restore your faith in Pepper Money. You can find out more information about our complaints process below. Our Customer Service team is available 9.00am-6.00pm Mon-Fri.
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.
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
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.