Not happy?
Here’s how to get help. 

Our complaints process

If we haven’t met your expectations and you’d like to make a formal complaint, please let us know. We’ll do our best to make it right.

Here's our process: 

1. Let us know

Tell us what’s gone wrong and one of our team will aim to be in contact with you within one business day.

How you can let us know there’s a problem.

Call us

Your first point of contact can be our customer service team, who are ready to help. They’re available 8:00am to 6:00pm, Monday to Friday AEST/AEDT.

Phone  137 377

Let us know online
Send us your complaint online.
Send us a letter

Customer Service Team 

Pepper Money
PO Box 6186
North Sydney
NSW 2060

2. Escalate to our complaints team

We will try to sort things out for you but if we can’t resolve things within five days, then we’ll get help from our dedicated complaints team.

If you want, you can contact the complaints team directly by emailing customerresolutions@pepper.com.au.

3. We resolve the problem

Our aim is to sort out any complaints on the spot.

However, if this means we need to do some investigating, or consult with a team manager or other department, it might take a day or so, in which case we’ll let you know. 

What if you’re not satisfied with the outcome?

If you’re still not happy with our final response or with our handling of your complaint, you can get in touch with our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).

Phone
1800 931 678  (free call)
Send us a letter

Australian Financial Complaints Authority

GPO Box 3
Melbourne
VIC 3001

For more information, you can also download a copy of our complaints handling policy.

Customers in need of extra help and support

If you’re experiencing family, domestic, or elderly violence or abuse, including financial abuse, we have a specialist team who can help you manage your finances. They can be contacted on 1800 185 914 between 8am to 6pm AEST/AEDT Monday to Friday or you can email us at assist@pepper.com.au.

If a natural disaster (such as bushfire or floods or similar) has affected you, please call us on 1800 185 914 Australia / 0800 466 108 New Zealand between 8am - 6pm (AEST/AEDT) Monday to Friday or get in touch by email on assist@pepper.com.au to talk about options to help you manage your finances.

We understand it can feel hard to reach out if you are feeling vulnerable. If you tell us you are in a vulnerable or difficult situation, we will try and help by:

  • Keeping the number of times that you need to disclose information to us about your situation to a minimum;
  • Refer you to specialist services if you ask us to;
  • Treat you with care, sensitivity, compassion and respect;
  • Put your safety first by protecting sensitive, private and confidential information;
  • Work with you to find safe ways to communicate with you.

 

We care about what you have to say

If you have a concern, complaint, or any feedback at all - then please tell us about it. We’re here to help and we want to hear from you.

Complaints

This information is to identify your account with this promotion. It will not be shared with any member you refer to Pepper Money in accordance with the Privacy Policy.

This information is to identify your account with this promotion. It will not be shared with any member you refer to Pepper Money in accordance with the Privacy Policy.

This information is to identify your account with this promotion. It will not be shared with any member you refer to Pepper Money in accordance with the Privacy Policy.

This information is to identify your account with this promotion. It will not be shared with any member you refer to Pepper Money in accordance with the Privacy Policy.

Personal information is collected, used and stored in accordance with Pepper’s Privacy Policy

Our aim is to resolve any complaints on the spot. However, if this requires us to do some investigating, or consult with a team manager or other department, we’ll let you know. If you’re not satisfied with the outcome, please refer to our complaints policy and process.

    

Frequently Asked Questions

If you have a complaint or concern, you can submit it using the form on this page, and our team will get back to you as soon as possible. You can also call the team on 137 377, 8:00am - 6:00pm Monday to Friday AEST/AEDT.

If you are experiencing vulnerability such as domestic or family violence, or financial abuse, then please contact us on 1800 185 914 8am to 6pm AEST/AEDT Monday to Friday – to help you manage your finances. Learn more information on how we work with customers in vulnerable circumstances.

If you are having difficulties making your repayments on your loans, or have been affected by a natural disaster such as fire or flood, you can apply online for financial hardship assistance or call our team on 1800 185 914. You can also find out more about our approach to financial assistance.

If you believe you have received a suspicious or compromised email from us, do not click on any links or submit personal information. Please call us immediately on 137 377. You can find out more in our security hub.

If you feel that we have not been able to help, you can contact our Customer Resolutions team on 137 377 or by email. The team are available 8:00am – 6:00pm Monday to Friday AEST/AEDT.

If you are still unsatisfied with our final response or our handling of your complaint, you can refer your complaint to our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).

Australian Financial Complaints Authority

 

 

Get in touch with a Lending Specialist

Tell us about your situation. The more we learn, the better we can help.