Customer Service Policy

Pepper considers feedback and complaints as valuable opportunities that assist us to continually strive to improve the services we offer to our customers.

Pepper Group Limited and its affiliates (individually and collectively referred to as "Pepper") follows the fundamental principles of honesty and fairness at all times in dealing with our customers.

Pepper has an Australian Credit Licence (Licence number 286655) and is regulated by ASIC. Pepper also belongs to the Mortgage and Finance Association of Australia (‘MFAA”) that comprises individuals and organisations Australia-wide. We abide by the National Consumer Credit Protection Act, the MFAA’s Code of Practice, the Competition and Consumer Act, the Privacy Act and other Fair Trading legislation.

Compliments & Complaints

Pepper always welcomes compliments about our service as it helps us to recognise the efforts of our team.

We pride ourselves on the service that we provide to our customers. However, a situation may arise where you are unsatisfied with the service you received or you have an issue that you would like us to address. In these circumstances we invite you to contact our Customer Resolutions Team to discuss your concerns.

Pepper will attempt to resolve your complaint at the first point of contact through our Internal Dispute Resolution processes. Our Customer Resolutions Team may be contacted by any of the following methods:

By Phone

Call 1800 356 246 to speak to one of our friendly and helpful Customer Resolutions Officers.

By Mail

Customer Resolutions Team

Pepper Group Limited

PO Box 6186


By Fax

You may wish to fax the material to 1300 598 630

By Email

Email us at

We will attempt to resolve your complaint promptly and will keep you informed of our progress in resolving your complaint.

What if you are not satisfied with our final decision?

If you are not satisfied with our final decision you can refer the matter to our external dispute resolution schemes. Details of each scheme are listed below:

Australian External Dispute Resolution Scheme:

The Credit and Investments Ombudsman (‘CIO’)

PO Box A252

Sydney South, NSW 1235


Phone: 1800 138 422

Fax: 02 9273 8440


New Zealand External Dispute Resolution Scheme:

Financial Services Complaints Ltd (‘FSCL’)

PO Box 5967

Lambton Quay, Wellington 6145


Phone: 0800 347257 or 04 472 3725

Fax: 04 472 3727


External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.