Complaints Policy and Process

Pepper Money considers feedback and complaints as valuable opportunities to improve the services we offer to customers. For more information, you can download a copy of our complaints handling policy.

Our complaints process

We pride ourselves on great, personal customer service. If we haven’t met your expectations and you’d like to lodge a complaint with us, then please reach out to us. We’ll follow our internal complaints process outlined below and do our best to make it right.

You can tell us about your complaint or concern by reaching out to us via our online form. Our team will aim to be in contact with you within one business day.

Online complaint form >>

 

1. Contact customer service

If you have a complaint or concern, then your first point of contact should be to discuss this with our customer service team, who are ready to help. They’re available 8:00am to 6:00pm, Monday to Friday AEST/AEDT.

Online: Submit your complaint online
Phone: 137 377
Email: customerservice@pepper.com.au
Post: Customer Service Team Pepper Group
PO Box 6186
North Sydney
NSW 2060

 

2. Escalate to our complaints team

If we’re unable to resolve your concern within five days, then we’ll refer your complaint to our dedicated complaints team.

You can contact the team directly by emailing customerresolutions@pepper.com.au

 

3. Contact our customer advocate

We also have an independent customer advocate here at Pepper, whose role is to act as a voice for our customers and ensure they are treated fairly. Their focus is to identify opportunities to improve our services, process, and products; as well enhance our customer experience. You can contact our customer advocate directly at any time by emailing customeradvocate@pepper.com.au

 

Customers in need of extra help and support

We recognise that everyone’s situation and needs are different.

If you are 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 137 377 between 8:30am to 5:30pm AEST/AEDT or you can email us at customerresolutions@pepper.com.au.

If a natural disaster (such as bushfire or floods) has impacted you, please contact us on 137 377 Australia / 0800 466 108 New Zealand between 8:30am - 5:30pm (AEST/AEDT) Monday to Friday or by email on assist@pepper.com.au to discuss options to help you manage your finances.

If you tell us you are in a vulnerable or difficult situation, we will:

  • Minimise the number of times that you need to disclose information to us about your situation;
  • If you request us to do so, refer you to specialist services;
  • Engage with you with sensitivity, dignity, compassion and respect;
  • Prioritise your safety by protecting sensitive, private and confidential information;
  • Discuss and confirm safe ways to communicate with you.

Support and assistance resources

Provides free financial counselling helping people with debt problems:

1800 007 007 (Monday – Friday 9.30 am – 4.30 pm AEST/AEDT)

Helps to reduce the harm experienced from the misuse and unauthorised access of identity information.

  • Australia:         1800 595 160 (Monday – Friday 8:00 am – 4.30 pm AEST/AEDT)
  • New Zealand:  0800 121 068 (Monday – Friday 10:00 am – 7:00 pm NZST)