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Customer complaints

 

If you’re not happy with our product or service, we want to know. Learn about how to make a complaint and what to expect below.

Lodge a complaint

 

Our goal is to help you succeed through balanced, positive and fair services. If you feel that we haven’t met your expectations, you have a right to complain. Here’s how you can lodge your complaint.

 

Call us on

0818 818 181  

 

Write to us at

Complaints Department,

Pepper Advantage,

PO Box 687, Shannon, Co. Clare.

 

If you have a complaint about your loan before it moved to Pepper

 

 

 

Please contact your previous provider. 

 

 

 

 

How we handle complaints

  • 1

    Acknowledging your complaint

    We acknowledge written complaints in writing within 5 business days of receiving it. Our acknowledgement will also include the contact details for the person handling your complaint.

    We attempt to resolve complaints within 40 business days. If this is not possible, we will let you know an approximate timeframe.

  • 2

    Progress update

    You will receive a written update on the progress of your complaint within 20 business days of your lodgement date.

  • 3

    Outcome

    We will let you know the outcome of your complaint in writing within 5 business days of the completion of our investigation.

Know your options

 

If we have not resolved your complaint within 40 business days or you’re not satisfied with the result, you can contact the relevant Ombudsman below. 

 

Financial Services and Pensions Ombudsman (FSPO)

 

Learn how to make a complaint to the FSPO here.

Visit: www.fspo.ie  

Phone: (01) 567 7000

Email: info@fspo.ie 

Mail: Financial Services and Pensions Ombudsman

Lincoln House, Lincoln Place,
Dublin 2, D02 VH29

 

Financial Ombudsman Service (FOS)

 

If your lender is a member of the scheme operated by the FOS in the UK, you can also refer your complaint there.  

 

Fill out the FOS online complaint form here.

Visit www.financial-ombudsman.org.uk                

Phone: 0800 023 4 567 or +44 20 7964 0500 if you’re outside the UK

Mail: The Financial Ombudsman Service

Exchange Tower

London E14 9SR

United Kingdom