About Us Careers Contact Us Search 03333 705 555 Awards Women in finance charter About Us Complaints Our Service Promise We strive to deliver the highest standard of service and to communicate with our customers clearly and fairly. We are committed to ensuring that each customer is treated on an individual basis and that all appropriate options are explored in a fair and reasonable manner. If you have a complaint We welcome direct feedback from our customers. If you would like to make a suggestion or complain about our service please call us on 03333 701 102. Any complaints will be dealt with in accordance with our internal complaints procedure. If you feel your complaint has not been resolved to your satisfaction, you are free to refer the issue to the Financial Ombudsman Service (see below). Please note that calls may be recorded for monitoring and training purposes. Calls will be charged at your service provider’s prevailing rate. Complaints Data What we publish Every 6 months we publish the number of FCA reportable customer complaints we've received for the previous 6 months. We also put these figures into context regarding the number of customer accounts that we manage. Why we publish The FCA require us to provide this information directly to them as well as publish on our own website. This data can be used as an indicator of how well we’re serving our customers. Firm name: Pepper (UK) Limited Brands/trading names covered: Pepper, Engage Credit and Engage Commercial Product/Servicing Group: Home Finance Complaints from 1 January 2020 - 30 June 2020 Number of complaints opened by volume of business (accounts under management at reporting period end date) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened 22.4 complaints per 1,000 accounts under management 581 602 35.71% 64.12% 27.74% Other general administration / customer service The Financial Ombudsman Service also publishes data about the number of complaints it receives and the proportion it upholds. Details can be found at www.ombudsman-complaints-data.org.uk Financial Ombudsman Service The Financial Ombudsman Service (FOS) provides independent complaint resolution when the complaints process within businesses fails to resolve a customer’s complaint. In general, the FOS will require complainants to have addressed themselves to the business in the first instance and only address the complaint to the FOS if this fails to produce a resolution. Consequently, if you do have a complaint please let us know first. If we have failed to resolve your complaint through our own process within eight weeks and you wish to take the matter up with the FOS, we will provide you with information on how to do so. Further information on the FOS can be found on their website. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE. Thank you for visiting our site Please let us know if you have any feedback Our Services Residential Servicing Commercial Servicing About Us Pepper Latest News Careers Complaints Legal Modern Slavery Act Statement Gender Pay Gap Privacy Policy Cookie Policy © Copyright 2019 Pepper Group Limited. All rights reserved. Pepper (UK) Limited is a private limited company registered in England and Wales under Company Number 06548489, with its registered office at Harman House, 1 George Street, Uxbridge, London UB8 1QQ. Pepper (UK) Limited is authorised and regulated by the Financial Conduct Authority under Registration Number 484078. Our VAT registration number is GB 175 3059 04. “Pepper Money”, " Engage Commercial" and "Engage Credit" are trading names of Pepper (UK) Limited. Cookie Control Icon