Customer complaints

If you’re not happy with our product or service, we want to know. Find out how you can make a complaint and how we deal with it.

Make a complaint

Our goal is to help you. We aim to deal with you in a fair and balanced way. Our Customer Services team will be polite and respectful. If you feel that we haven’t met your expectations, you have a right to complain. Here’s how you can make your complaint.

Call us on 0818 818 181
Write to us:

Complaints Department, Pepper Advantage, PO Box 687, Shannon, Co. Clare
Email us at complaints@peppergroup.ie

We’ll confirm we’ve received your email, and will ask our dedicated Complaints team to investigate it. We will send you all updates on your complaint in writing by post.

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

Please contact your previous service provider.

How we handle complaints

1 Acknowledging your complaint

We will write to let you know we have received a complaint from you within 5 working days of receiving it. We will tell you your point of contact for the duration of the complaint.

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

2 Inform you about progress

You will receive a written update on the progress of your complaint within 20 working days of the date we received it.

3 Tell you the outcome

We will write to let you know the outcome of your complaint within 5 working days of completing our investigation.

Know your options

If we have not resolved your complaint within 40 working days, or if you’re not satisfied with the result, you may contact the relevant ombudsman below.