Our Service Promise

We strive to deliver the highest standard of service and to communicate with our customers clearly and fairly. We are committed to ensuring that each customer is treated on an individual basis and that all appropriate options are explored in a fair and reasonable manner.

If you have a complaint

We welcome direct feedback from our customers.

If you would like to make a suggestion or complain about our service please call us on 03333 701 102.

Any complaints will be dealt with in accordance with our internal complaints procedure. If you feel your complaint has not been resolved to your satisfaction, you are free to refer the issue to the Financial Ombudsman Service (see below).

Please note that calls may be recorded for monitoring and training purposes. Calls will be charged at your service provider’s prevailing rate.

Complaints Data

What we publish

Every 6 months we publish the number of FCA reportable customer complaints we've received for the previous 6 months. We also put these figures into context regarding the number of customer accounts that we manage.

Why we publish

The FCA require us to provide this information directly to them as well as publish on our own website. This data can be used as an indicator of how well we’re serving our customers.

Firm name: Pepper (UK) Limited

Brands/trading names covered: Pepper Advantage UK, Pepper Advantage, Engage Credit and Engage Commercial

Product/Servicing Group: Home Finance

Complaints from 1 January 2024 - 30 June 2024

Number of complaints opened by volume of business (accounts under management at reporting period end date)	Number of complaints opened	Number of complaints closed	Percentage closed within 3 days	Percentage closed after 3 days but within 8 weeks	Percentage upheld	Main cause of complaints opened
29.40 complaints per 1,000 accounts under management	763	776	20.75%	77.96%	48.84%	Other general administration / customer service

The Financial Ombudsman Service also publishes data about the number of complaints it receives and the proportion it upholds. Details can be found at www.ombudsman-complaints-data.org.uk

Financial Ombudsman Service

The Financial Ombudsman Service (FOS) provides independent complaint resolution when the complaints process within businesses fails to resolve a customer’s complaint. In general, the FOS will require complainants to have addressed themselves to the business in the first instance and only address the complaint to the FOS if this fails to produce a resolution. Consequently, if you do have a complaint please let us know first.

If we have failed to resolve your complaint through our own process within eight weeks and you wish to take the matter up with the FOS, we will provide you with information on how to do so. Further information on the FOS can be found on their website.

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE.