Financial Hardship Assistance

borrower about experiencing financial hardship

We get that unexpected things can happen, and this can make it difficult to maintain your loan repayments.  

Many people find it embarrassing to admit they are in financial hardship, but it’s important to remember that the sooner you talk to us, the sooner we can work together to help improve your situation. 

What is financial hardship assistance? 

You may require financial hardship assistance if you’re having difficulty meeting your financial obligations - like paying bills or making repayments on your loan or credit card. This can occur for a variety of reasons, including: 

  • unemployment or a reduction of income 
  • injury or illness 
  • natural disasters such as floods or cyclones 
  • a death in the family or other significant life event 
  • an increase in other bills or expenses


Our approach to financial assistance

We’re committed to helping our customers who are experiencing financial difficulty. We encourage you to talk to us directly to explore available options.  

During our discussions we’ll ask a few questions to help our assessment: 

 Reason for experiencing financial hardship
The reason for experiencing financial hardship
loan repayments
Your potential to make any loan repayments, and if so when will you commence these
Hardship period
Whether the situation will be long or short term


How do I apply for financial assistance?

If you’re experiencing financial difficulty and are unable to afford your loan repayments, groceries or general daily expenses, please apply for financial hardship assistance or contact us on 0800 166 330.

Mondays to Fridays, 9:00am - 5:00pm 

We offer payment options which are designed to temporarily assist when your ability to meet your loan repayments has been impacted.  These may include: 

  • Repayment holidays 
  • Postponement of payments 
  • Loan variations, etc 
  • Redraw of funds 

Your request will be treated in the strictest confidence as we work together to find a solution. 

Pepper Money operates under and abides by the Responsible Debt Collection Code.

Statement of financial position


If you’ve been asked to provide more information on your financial position, you can find a link to the form here.  Once completed, simply send the form and all supporting evidence to


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You are protected by responsible lending laws. Because of these protections, the recommendations given to you about home loans are not regulated financial advice. This means that duties and requirements imposed on people who give financial advice do not apply to these recommendations. This includes a duty to comply with a code of conduct and a requirement to be licensed.

All loan applications are subject to the lender completing responsible lending checks and considering the borrower’s individual circumstances. Terms, conditions, fees and charges apply. Information provided is factual information only and is not intended to imply any recommendation about any financial product(s) or constitute tax advice. If you require financial or tax advice you should consult a licensed financial or tax adviser.

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