Pepper considers feedback and complaints as valuable opportunities that assist us to continually strive to improve the services we offer to our customers.
Pepper Money Limited and its affiliates (individually and collectively referred to as "Pepper") follows the fundamental principles of honesty and fairness at all times in dealing with our customers.
Pepper has an Australian Credit Licence (Licence number 286655) and is regulated by ASIC. Pepper also belongs to the Mortgage and Finance Association of Australia (‘MFAA”) that comprises individuals and organisations Australia-wide. We abide by the National Consumer Credit Protection Act, the MFAA’s Code of Practice, the Competition and Consumer Act, the Privacy Act and other Fair Trading legislation.
Compliments & Complaints
Pepper always welcomes compliments about our service as it helps us to recognise the efforts of our team.
We pride ourselves on the service that we provide to our customers. However, a situation may arise where you are unsatisfied with the service you received or you have an issue that you would like us to address. In these circumstances we invite you to contact our Customer Resolutions Team to discuss your concerns.
Pepper will attempt to resolve your complaint at the first point of contact through our Internal Dispute Resolution processes. Our Customer Resolutions Team may be contacted by any of the following methods:
Call 1800 356 246 to speak to one of our friendly and helpful Customer Resolutions Officers.
Customer Resolutions Team
Pepper Money Limited
PO Box 6186
NORTH SYDNEY NSW 2060
You may wish to fax the material to 1300 598 630
Email us at firstname.lastname@example.org
We will attempt to resolve your complaint promptly and will keep you informed of our progress in resolving your complaint.
What if you are not satisfied with our final decision?
If you are not satisfied with our final decision you can refer the matter to our external dispute resolution schemes. Details of each scheme are listed below:
Australian External Dispute Resolution Scheme:
Australian Financial Complaints Authority (AFCA)
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
New Zealand External Dispute Resolution Scheme:
Financial Services Complaints Ltd (‘FSCL’)
PO Box 5967
Lambton Quay, Wellington 6145
Phone: 0800 347257 or 04 472 3725
Fax: 04 472 3727
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.