Customer Service Policy

If you think we have let you down in any way, or our service is not what you had expected (even if it is through a Mortgage Broker), please tell us so we can help.

Pepper Australia Pty Ltd and its affiliates (individually and collectively referred to as "Pepper") strives to act efficiently, honestly and fairly at all times. So we appreciate any suggestions for improvement and seek to handle any complaints as quickly as possible.

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.

We undertake to reply to you promptly within receipt of any suggestion or complaint. When it comes to complaints, we will always try to resolve the dispute.

You can make suggestions or lodge complaints in several ways:

By Phone
Simply call 1800 PEPPER (1800 737 737) and ask for the Customer Service Manager.

By Mail
Please send us the full details of your complaint together with any supporting documents and an explanation of what you want us to do.

You may address your complaint to our Internal Dispute Resolution area. Their contact details are:

Customer Service Manager
Pepper Homeloans Pty Ltd
PO Box 6186
NORTH SYDNEY NSW 2060

By Fax
You may wish to fax the material to (02) 9463 4666

By Email
Email us at complaints@pepperhomeloans.com.au

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 the final decision?

We expect that our philosophy, spirit and internal procedures will deal fairly and promptly with your suggestions and complaints. However, if you are not satisfied with our final decision you can refer the matter to our external dispute resolution scheme at the Credit Ombudsman Service Ltd.

The details of our external dispute resolution scheme are as follows:

Credit Ombudsman Service Ltd (“COSL”)
PO Box A252 Sydney South NSW 1235
Email:info@creditobmudsman.com.au
Phone: 1800 138 422
Fax: 02 9261 2798

Website: www.creditombudsman.com.au

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