Customer Service Policy

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.

 

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:

Online

Fill out our online form.

By Phone

Call 0800 945 658 to speak to one of our friendly and helpful Customer Resolutions Officers.

By Mail

Customer Resolutions Team

Pepper Money NZ

PO Box 17506

Greenlane

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:

New Zealand External Dispute Resolution Scheme:

Financial Services Complaints Ltd (‘FSCL’)

PO Box 5967

Lambton Quay, Wellington 6145

Email: info@fscl.org.nz

Phone: 0800 347257 or 04 472 3725

Fax: 04 472 3727

Website: www.fscl.org.nz

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.