We care about what you have to say

We take a proactive approach to resolving complaints and helping anyone who might need additional assistance. If you have a concern, complaint, or any feedback at all - then please tell us about it. We’re here to help and would love to hear from you.

Tell us what’s on your mind

 

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

We’re sorry to hear we haven’t met your expectations. 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 137 377 – to help you manage your finances. More information on how we work with customers in vulnerable circumstances can be found here.

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 137 377. 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 8:30am – 5:30pm Monday to Friday AEST/AEDT.

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 email.

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

Online: www.afca.org.au  
Phone: 1800 931 678  (free call)
Email: info@afca.org.au
Post: Australian Financial Complaints Authority
GPO Box 3
Melbourne
VIC 3001