We care about what you have to say

We take a proactive approach to resolving complaints and helping anyone who might need additional assistance. If you have a concern, complaint, or any feedback at all - then please tell us about it. We’re here to help and would love to hear from you.

Tell us what’s on your mind

 

Personal information is collected, used and stored in accordance with Pepper’s Privacy Policy.

The team will try to resolve your complaint promptly and fairly through our Internal Dispute Resolution process and will keep you updated about the progress of our investigation.

If you are not happy with our response or the handling of your complaint, you can refer the matter to our external dispute resolution scheme Financial Services Complaints Limited (FSCL) on 0800 347 257 or info@fscl.org.nz

Frequently Asked Questions

We’re sorry to hear we haven’t met your expectations. If you have a complaint or concern, you can submit it using the form on this page, and our team will get back to you as soon as possible. You can also call the team on 0800 945 658, 9.00am - 6.00pm  Monday – Friday (NZST).

If you are experiencing vulnerability such as domestic or family violence, or financial abuse, then please contact us on 0800 945 658 – to help you manage your finances. More information on how we work with customers in vulnerable circumstances can be found here.

If you are having difficulties making your repayments on your loans, or have been affected by a natural disaster such as fire or flood, you can apply online for financial hardship assistance or call our team on 0800 945 658.

If you believe you have received a suspicious or compromised email from us, do not click on any links or submit personal information. Please call us immediately on 0800 945 658, 9.00am - 6.00pm  Monday – Friday (NZST). 

If you feel that we have not been able to help, you can contact our Customer Resolutions team on 0800 945 658, 9.00am - 6.00pm  Monday – Friday (NZST) or by email.

If you are still unsatisfied with our final response or our handling of your complaint, you can refer your complaint to our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).

New Zealand External Dispute Resolution Scheme

Online: www.fscl.org.nz
Phone: 0800 347257 or 04 472 37251
Email: info@fscl.org.nz
Post: Financial Services Complaints Ltd (‘FSCL’)
PO Box 5967
Lambton Quay, Wellington 6145