Your Right to Complain

You have a right to make a complaint regarding a Pepper product or service. We seek to resolve any concerns or complaints fairly and promptly. Our complaints procedure includes that complaints will be recorded, investigated and resolved.  

Complaints relating to Pepper 

Should you wish to make a complaint in relation to your business with Pepper Asset Servicing, you can contact us by telephone on 0818 818 181 or write to us at:

Complaints Department,
Pepper Asset Servicing,
PO Box 687,
Shannon,
Co. Clare.

Complaints relating to your loan when it was with your Previous Lender 

Should you wish to make a complaint about your loan when it was with your previous lender (before your loan moved to Pepper), please find contact details below

For previous customers of KBC click on the following link; 

https://www.kbc.ie/en-US/help/make-a-complaint 

For previous customers of Start Mortgages contact Start Mortgages by telephone on 1800 818 000 or write to them at: 

Complaints Department, 
Start Mortgages, 
Trimleston House, 
Beech Hill Office Campus, 
Clonskeagh, Dublin 4, 
D04CK80, 
Ireland.

 

Summary of our procedure

Where you make a verbal complaint, we will offer you the opportunity to have your complaint handled in accordance with our written complaints process outlined below.  

Where you make a written complaint, we will acknowledge your complaint in writing within 5 business days of receiving it and we will provide you with the name of a contact person in relation to your complaint.  

We will provide you with regular written updates on the progress of the investigation of your complaint at intervals of not more than 20 business days from the date on which your complaint was made.  

We will attempt to resolve your complaint within 40 business days.  If your complaint is not resolved within 40 business days, we will inform you of the anticipated timeframe within which we hope to resolve your complaint.  

We will inform you in writing of the outcome of our investigation within 5 business days of the completion of the investigation.  

If we have not resolved your complaint within 40 business days, you have the option to refer the matter for review to the relevant Ombudsman. We will provide you with their contact details. Further information is available on their websites, referenced below.

 

(i)  Financial Services and Pensions Ombudsman:

You may refer your complaint to the FSPO. Information on the FSPO is available at www.fspo.ie. 

Financial Services and Pensions Ombudsman

Lincoln House,

Lincoln Place,

Dublin 2,

Tel :  (01) 567 7000              

Email: info@fspo.ie

Website: www.fspo.ie

Useful Link: How to make a complaint to the Financial Services and Pensions Ombudsman (FSPO)

 

(ii) Financial Ombudsman Service (FOS):

If your lender is a member of the scheme operated by the FOS in the UK, you will also have the right to refer your complaint there.  Information on FOS, is available at www.financial-ombudsman.org.uk               

The Financial Ombudsman Service

Exchange Tower

London E14 9SR

United Kingdom 

Tel (Inside the UK): 0800 023 4 567

Tel (Outside the UK): +44 20 7964 0500           

Online Complaint Form: https://help.financial-ombudsman.org.uk/help

Website: www.financial-ombudsman.org.uk