Your Right to Complain
You have a right to make a complaint regarding a Pepper product or service. We seek to resolve any concerns or complaints fairly and promptly. Our complaints procedure includes that complaints will be recorded, investigated and resolved.
Should you wish to make a complaint in relation to your business with Pepper Money, you can contact us by telephone on 0818 866 666 or write to us at:
PO Box 693,
Summary of our procedure
Where you make a verbal complaint, we will offer you the opportunity to have your complaint handled in accordance with our written complaints process outlined below.
Where you make a written complaint, we will acknowledge your complaint in writing within 5 business days of receiving it and we will provide you with the name of a contact person in relation to your complaint.
We will provide you with regular written updates on the progress of the investigation of your complaint at intervals of not more than 20 business days from the date on which your complaint was made.
We will attempt to resolve your complaint within 40 business days. If your complaint is not resolved within 40 business days, we will inform you of the anticipated timeframe within which we hope to resolve your complaint.
We will inform you in writing of the outcome of our investigation within 5 business days of the completion of the investigation.
If we have not resolved your complaint within 40 business days, you have the option to refer the matter for review to the Financial Services and Pensions Ombudsman.
Financial Services and Pensions Ombudsman
Tel : (01) 567 7000