FAQs

General FAQs

When will I get my next annual statement?

Statements will be issued at least annually, however, you can call us on 0818 818 181 or write to us at the below address to request a statement at any time.

Pepper Advantage, 4310 Atlantic Avenue, Westpark Business Campus, Shannon, Co Clare.

How do I change my address within or outside the Republic of Ireland?

For any address changes within the Republic of Ireland, please post the necessary supporting Customer Due Diligence (CDD) document(s) for your new address, along with a letter requesting the change, to Pepper Advantage, 4310 Atlantic Avenue, Westpark Business Campus, Shannon, Co Clare.

For any address changes outside of Ireland, adequate supporting Customer Due Diligence (CDD) documents must be received prior to Pepper Advantage making the address change on our loan management system.

What is required for Customer Due Diligence (CDD) for an address change ?

A copy (i.e. picture via camera phone or scanned copy as PDF) of two of the following to include your name and home address:

Utility bill (ESB; Gas; Phone - Landline; Waste)
Bank statement
Tax notice from the Revenue Commissioners
Social Welfare document
Motor tax document
Home or motor insurance certificate or renewal notice OR

Certified proof of address documents is also accepted. In this instance, and only 1 certified proof of address is required. An original proof of address document via post will also be accepted. A certified copy must be certified by one of the following professionals:

Garda Siochana / Police Officer
Regulated financial or credit institution
Practising solicitor / Notary Public
Practising Chartered or Certified Public Accountant
Justice of the Peace
Commissioner for Oaths

How do I update my personal data?

You can update your email and phone number on the account summary screen in the MyPepper Portal, you can register here.

If you have identified personal data, or any other data, that is incorrect through correspondence received or information provided by us in relation to you, we will amend it as soon as we are notified. You can notify us by calling us on 0818 818 181 or by writing to us at Pepper Advantage, 4310 Atlantic Avenue, Westpark Business Campus, Shannon, Co Clare.

How do I make a Data Subject Access Request?

If you wish to obtain a copy of your personal data and assuming you are the account holder, please:

Make your request in writing
Ensure that you and where applicable, any joint party making the request, authorise (i.e., sign the request).
If you place your request via telephone, we will respond in writing to acknowledge the request. However, we will not be in a position to process your request until such time as the documents required to verify your identity, as outlined below, have been received.
To establish identification (ID) and to protect the security of your personal data, we require one of the following: 2 copies of your ID and that of each party to the Loan, who are to be included in this access request, e.g., 1 passport and 1 driving licence or other acceptable photographic ID.

1 certified copy of your ID and that of each party to the Loan, who are to be included in this access request. This must be certified as a true and accurate copy by any of the following: solicitor, public representative, member of An Garda Siochana, or clergyman.
Where one party on a joint account is making the request, we only require ID from that party and information relevant to that party only will be provided to them.
If all parties on a joint account are making the request, all parties are required to provide
their ID and information for all parties will be issued in the pack to each party.

Can I authorise someone to deal with my account on my behalf?

Yes, at your request and with your written consent, Pepper Advantage must liaise with a third party nominated by you to act on your behalf in relation to an area's situation only, should it arise. Please note, this does not prevent Pepper Advantage from contacting you directly, in relation to other matters, or issuing communications required under the Code of Conduct on Mortgage Arrears (CCMA) or other regulations directly to you.

How do I request a redemption statement?

If you require a redemption statement please contact us on 0818 818 181.

Interest Certificate Request?

If you have received an annual statement for the previous calendar year, a breakdown of the yearly interest will be included on your statement.

If you are not in receipt of a statement, or the statement does not cover the period from January to December in the previous year, please contact us to request one which will outline the interest paid for that calendar year.

Can I reduce the term of my mortgage?

You can reduce the term of your mortgage by paying a lump sum off your mortgage and requesting in writing that the term is reduced.

What's the difference between Interest Rate and APR?

The Interest Rate is the actual rate at which interest is charged on the amount you borrow.
APR stands for Annual Percentage Rate which is the total cost of your mortgage over its term, considering the interest rate charged and any other fees.

I have changed my home insurance. Do I need to update Pepper Advantage?

Yes, when you change your home insurance details, you should provide us with a copy of the revised policy.

You should also advise your insurance provider that you have a mortgage with Pepper Advantage. They will note our interest on your policy and provide you with what is called a letter of Indemnity.

You should forward this letter to Pepper Advantage on receiving it to confirm that our interest has been noted on the policy.

I have changed my life assurance policy. Do I need to update Pepper Advantage?

Yes, when you change your life assurance details, you should contact us so that we can forward you a deed of assignment to be completed and returned with the original replacement policy to Pepper.

What is the Building Insurance claims Process?

As Pepper are a notified party to any insurance policy in the unfortunate event that a claim is made on the policy, any claim funds paid will be addressed to both the borrower and Pepper.

The claim cheque should be sent to Pepper Advantage along with the below supporting documentation:

Proof of commencement of works (where applicable).
Proof of costs incurred in the repair of any loss or damage to the property and its content.
Before and after photos of the property at time of the accident (where applicable).
Report carried out by the insurer and/or loss assessor.
Engineers report if there was structural damage to the property.

For more information or to speak to someone regarding a home insurance claim please contact us on 0818 818 181.

I have received a home insurance cancellation letter. What is this?

The letter is prompted when Pepper receives cancellation notice from your previous insurer.

We require a copy of the new Home Insurance schedule with interest of Pepper noted.

Post to: Pepper Advantage, 4310 Atlantic Avenue, Westpark Business Campus, Shannon, Co Clare

How can I find out more about a Personal Insolvency Arrangement (PIA)?

The purpose of the PIA is to help people in serious arrears to find the best available solutions, with the help of professionals who have expert knowledge of mortgages, insolvency, bankruptcy and/or repossession.
The PIA has been set up to help borrowers who are :

Insolvent (cannot pay their bills in full as they are due).
In mortgage arrears on their principal private residence; and at risk of losing their home.
In a home that is not disproportionately large for their needs.

You are only eligible to seek a PIA if : You have co-operated under a mortgage arrears process for a period of 6 months with your secured creditor in respect of your principal private residence and the result was that no alternative repayment arrangement was agreed or the secured creditor confirmed it would not put in place such an arrangement. In total, just over 800 PIAs were completed and agreed in Ireland in 2022.

If you think you or someone you know may be eligible for the Scheme you can:

Contact a PIP directly, PIPs are qualified professionals, regulated by the Insolvency Services Ireland. They will carry out an eligibility assessment, or
Contact a MABS office or the MABS helpline (0818 07 2000). They will carry out a short eligibility assessment and refer the person to the appropriate service.

Find out more at www.backontrack.ie

Do I need to take any action if my loan is expired, and I continue to make payments by Direct Debit to the Loan?

If your loan is expired i.e., the full balance is due at this time and you continue to make payments by Direct Debit, you should contact Pepper to make the necessary arrangements to amend your Direct Debit amount to include the increased interest charged as a result of the interest rate increases.

What do I do if a party to the mortgage has passed away?

Bereavement Support - You can notify us of a bereavement by telephone 0818 818 181, our lines are open between 9am to 5pm Monday to Friday excluding bank holidays and public holidays where our dedicated team are available to guide you during this difficult time, alternatively you can write to us at Pepper Advantage, 4310 Atlantic Avenue, Westpark Business Campus, Shannon, Co Clare.

Before you get in contact you will need the following details of the deceased person, this is required to locate their account.

Name, address, date of birth & date of death.

We will also require your details:

Name, address, date of birth & relationship to the deceased.

Following on from your initial contact you will be required to provide the following additional information:

A copy of the death cert.
Any life assurance policy that the deceased had in place. You should contact the insurance provider, as monies paid out under a life assurance policy may repay some of, or all of the outstanding mortgage account balance.
The name of the executor of the estate (if there was a will in place)

You can notify us of a bereavement by telephone 0818 818 181, our lines are open between 9am to 5pm Monday to Friday excluding bank holidays and public holidays where our dedicated team are available to guide you during this difficult time, alternatively you can write to us at Pepper Advantage, 4310 Atlantic Avenue, Westpark Business Campus, Shannon, Co Clare.

Additional useful information that you may find beneficial in guiding you through this difficult time can be located below:

DEATH CERTIFICATES

The official site for ordering a death certificate is https://www2.hse.ie/services/births-deaths-and-marriages/order/death-certificate/

CITIZENS INFORMATION

The Citizens Information Board is where you can get information and advice on public and social services.
www.citizensinformation.ie

Tel: 0818 07 200

THE PROBATE OFFICE

The Probate Office issues Grants of Representation (You will find a list at www.courts.ie).
You can contact The Probate Office at

Probate Office,
1st Floor Phoenix House,
15-24 Phoenix Street North, Smithfield,
Dublin 7
Tel: +353 1 888 6728

MABS MONEY ADVICE AND BUDGETING SERVICE

The Money Advice and Budgeting Service (MABS) is a free, independent, confidential, and non- judgmental money advice and budgeting service for all members of the public. When a loved one passes away, this brings not only emotional trauma, but can also lead to financial challenges.
https://mabs.ie/managing-money/unexpected-life-events/bereavement-and-debt/

Payment FAQs

What is a Direct Debit payment?

A direct debit is an automatic payment you can set up to pay your mortgage. If you wish to set up a direct debit, you can do so by either:
Completing a direct debit form which we can post to you or alternatively call 0818 818 181 and we will send a DDM form to you or take your details over the phone. Note that you will need to know you BIC and IBAN number when filling out the form - you can find these on your current bank statement.

How can I amend or cancel a Direct Debit?

In order to amend a DD payment, you must contact Pepper Advantage before the DD is sent for processing. This is usually 10 days before your due date. Otherwise the amendment can’t be enforced until the following month. To cancel a DD payment you must contact your bank and notify Pepper Advantage of such cancellation.

I would like to change the bank account I make my direct debit payments from. How do I do this?

If you would like to change the account your Mortgage is paid from, please print out and complete the relevant Direct Debit Mandate (DDM) from My Pepper, or alternatively call 0818 818 181 and we will take your new account details over the phone or issue a DDM to you by post for completion.

When completing the DDM, ensure you include the NEW IBAN number of the account to be debited and return to the address listed on the form.

Do I need to change my direct debit payment for the increased monthly payment?

No, if you pay your Loan by direct debit, the new Loan repayment amount will be automatically taken when your Loan repayment changes.

I currently make overpayments to my Loan by a fixed Direct Debit amount, what do I need to do if my monthly repayment increases, i.e. following interest rate increases?

Your existing overpayment will remain unchanged, however, if you wish to make further additional payments or if the increase will be more than the existing overpayment amount, you should contact us on the contact details provided and we will arrange for the overpayment amount to be changed.

Can I change the date my Mortgage is paid on?

Yes, you can change the date you pay your mortgage by contacting us on 0818 818 181 and we will walk you through the steps to process your request.

Can I change the account my mortgage is paid from?

If you would like to change the account your Mortgage is paid from, please print out and complete the relevant Direct Debit Mandate (DDM) by logging into My Pepper, or alternatively call 0818 818 181 and we will take your new account details over the phone or issue a DDM to you by post for completion.

When completing the DDM, ensure you include the NEW IBAN number of the account to be debited and return to the address listed on the form.

Can I make an Overpayment on my Mortgage?

Yes, you can make an Overpayment on your mortgage, you can use a lump sum payment made to either

Reduce your monthly scheduled repayment amount or
to reduce your mortgage term or
you can increase your monthly mortgage repayments and use the additional payments to reduce your term or outstanding balance.
Please contact us if you wish to discuss these options.

Can I pay be debit card and/or credit card?

You can make a payment by debit card in the account holders name.

You can make a payment online by registering for the MyPepper portal by clicking here or alternatively you can call us on 0818 818 181 and we will take the payment over the phone.

Please note payments cannot be made by Credit card.

Can I pay by electronic funds transfer (EFT)?

If you’d like to make an electronic funds transfer (EFT), you’ll need your IBAN & BIC numbers and your mortgage account number.

Please note if you hold more than 1 account with Pepper Advantage you will need to set up more than one payee for each account.

EFT payments can take up to 3 business days for the repayment to reach your mortgage account. Please log into MyPepper to get Peppers IBAN and BIC.

Can I pay by cheque or postal order?

Yes, to make a payment by cheque, make it payable to Pepper Advantage and write your full name and mortgage account number on the back.

Please allow ten working days for your cheque to clear.

To make a payment by postal order or a bank draft. Please ensure that you write your full name and your mortgage account number on the back. Please allow ten working days for your payment to clear.

I pay by standing order/ cheque, Bank Transfer, Debit Card what do I need to do?

You will need to make the necessary arrangements to amend your payment amount when you receive the payment change notification letter.

Mortgage Repayment FAQs

What should I do if I’m finding it difficult to make my monthly loan repayments?

There are a number of possible options available, and we’re committed to working with you to find a solution.

We’ll need to get a detailed understanding of your finances so we can find the best option for you. You can provide this information by completing the Standard Financial Statement (SFS) form.

Our resolution process is explained in detail in our Mortgage Arrears Resolution Process (MARP) booklet, which you can find here.

Alternatively, our team is available from Monday to Friday, 9am to 5pm and you can call us on 0818 818 181.

What is the MARP process?

The MARP stands for the Mortgage Arrears Resolution Process, it sets out how we must communicate with you and assess your situation with the aim of coming to a resolution.

Under the Central Bank of Ireland’s Code of Conduct on Mortgage Arrears (the Code), Pepper Advantage implemented a 4-step process called the Mortgage Arrears Resolution Process (MARP) to help Customers whose mortgage is in arrears:

Communication

The MARP booklet has a summary of our communications policy. It is important that you talk to us. The Arrears Support Unit is there to help you. Contact us.

Financial Information

We provide you with a form to fill in, known as the Standard Financial Statement (SFS), to ensure we have a detailed understanding of your finances. You will find further details in understanding your finances. You can complete the SFS online in My Pepper if you have a Pepper mortgage.

Assessment

We assess the information in your completed SFS and examine your situation on its merits. We use this information to decide which alternative repayment arrangement (ARA) is best for you.

Resolution

There are different ARA options we explore to try to prevent you falling behind on your mortgage payments or going further into arrears. We determine which option(s) may work to provide a sustainable solution that is workable for you. There may be other solutions if the mortgage is not viable.

The Code applies to a mortgage taken out on your primary residence which is the residential property you occupy as your home or your only residential property in the State even if you don’t currently live in it.

What is a Standard Financial Statement (SFS)?

SFS is the document which a lender must use to obtain financial information from a borrower in order to complete an assessment of that borrower’s case.

It is to make sure we have a detailed understanding of your finances, we will provide you with a form to fill in, known as the Standard Financial Statement (SFS). The SFS is designed to help you set out your current financial circumstances in detail.

Please see link.

What is an Income and Expenditure (I&E) form ?

This is a document used to obtain financial information from the borrower in order to assess their case when the borrower is no longer in the Mortgage arrears resolution process (Marp).

The I&E is also used for all borrowers in respect of Buy to Let (BTL) properties to obtain details of their current financial circumstances.

What is the difference between the Standard Financial Statement and the Income & Expenditure form (I&E?)

The information required to complete the SFS and I&E are the same.

The only difference is the SFS is used by customers in the Mortgage Arrears Resolution Process (MARP) and explains the steps in the process that are applicable to cases in the MARP and the I&E is the same document as the SFS but is for use on accounts which are outside the protections of MARP.

I need help completing the Standard Financial Statement (SFS) or and Income and Expenditure (I&E) form ?

Start by gathering all your relevant information, including bills, receipts and documents. You should include all your basic living expenses. Completing one of these forms is useful as it may help you to think of ways to reduce your expenses and spending. Download a copy of the SFS, or download a copy of the I&E, where applicable. There are options available if you need help:

Consumer Guide to Completing the Standard Financial Statement: The Central Bank of Ireland published this guide to assist borrowers with the completion of the SFS. This guide is useful as the SFS and I&E forms we use for regulated or unregulated cases in arrears – whether for a primary residence or a BTL – require similar information. Click here to download a copy of the guide.

MyPepper: You can now fill out and submit your SFS online, which is usually quicker and easier than using paper forms. You’ll be able to save your SFS as you go, which means you can come back to it later if you need more information. When your digital SFS is complete, you simply press “submit”. Register with MyPepper to complete your SFS form online.

Speak to us: Our specialist team responsible for your mortgage can help you complete the SFS or the I&E. We provide help over the phone. Or, if you prefer to meet in person, we can arrange a suitable time and location for a meeting at our offices in Dublin or Shannon, whichever you choose, we will ensure to maintain your privacy.

Independent advice: You may prefer to seek independent advice from your financial advisor or from MABS (the Money Advice and Budgeting Service). MABS is a national, free, confidential and independent advice service for people in debt difficulties or in danger of getting into debt difficulties. The MABS Guide to the Code of Conduct on Mortgage Arrears is available at www.mabs.ie. It will help you to complete the SFS or I&E The Useful Contacts section provides details on MABS and other useful contacts.
When we receive your completed SFS, our ASU will review it and we will send a copy back to you in the post.

Supporting documentation: We may also ask you to provide other documents so that we can assess your situation. These could include bank statements and proof of income.

Can I meet with someone to discuss my mortgage?

Yes, you can contact us on 0818 818 181 and we will arrange a meeting with you.

The preference is to conduct meetings in a Pepper Advantage office as this provides a secure and private environment for all parties. The meeting can be conducted in person or over video call. You also have the option of having a nominated third party accompany you to the meeting, please contact us in advance of the meeting to confirm for a third party to be present.

For my Primary residence, I have received an Alternative Repayment Arrangement (ARA) decline letter. Are the other options that are available to me?

There may be other options available including:

Mortgage to Rent (MTR) – where you agree to sell the mortgaged property to a housing association and the proceeds are used to pay off some or all of the balance owing on your mortgage. You and your family remain in the property as a tenant of the housing association, paying an affordable rent.

Assisted Voluntary Sale (AVS) – where you are provided with the support and assistance you need to sell your property at the best price while keeping the cost to you as low as possible.

Selling your property – where you agree to sell the property yourself and the proceeds from the sale are used to pay off your arrears and to reduce or clear your remaining mortgage balance.

Voluntary Surrender – where you agree to voluntarily hand over ownership of your property to Pepper or the third party that owns your mortgage, as the case may be.

Trade down – It applies where you sell your existing property and buy a cheaper one  Before considering this, you will need to be sure that you will have sufficient funds from the sale to buy another property or be able to get another mortgage, after paying off the mortgage on your current property. It is important to take independent legal or financial advice if you are availing of any of these options.

I have received a letter stating I am not co-operating. Are there any options available to me?

Failing to fully engage with Pepper Advantage to address the arrears may leave us with no option but to consider you as not co-operating. There may still be options available to you. Please complete an Income & Expenditure so we can complete an assessment based on your current circumstances.

Buy-to-let Mortgage FAQs

What should I do if I’m finding it difficult to make my monthly mortgage repayments?

We are here to help.

If you are having difficulties making your monthly mortgage repayment, please talk to us.

There are options available, and we are committed to working with you to find a solution.

Please call us on 0818 818 181.

We can try to agree an approach that will assist you in dealing with the repayments you owe. To do this, we may ask you to complete an Income and Expenditure form (I&E) to help us understand your finances. You may also be asked to provide supporting documents that we consider relevant, such as bank statements or proof of income.

What is an Income and Expenditure (I&E) form ?

The I&E is also used for all borrowers in respect of Buy to Let (BTL) properties to obtain details of their current financial circumstances. This is a document used to obtain financial information from the borrower in order to assess their case when the borrower is no longer in the Mortgage arrears resolution process (Marp).

What is the difference between the Standard Financial Statement and the Income & Expenditure form (I&E?)

The information required to complete the SFS and I&E are the same.
The only difference is the SFS is used by customers in the Mortgage Arrears Resolution Process (MARP) and explains the steps in the process that are applicable to cases in the MARP and the I&E is the same document as the SFS but is for use on accounts which are outside the protections of MARP.

I need help completing the Standard Financial Statement (SFS) or and Income and Expenditure (I&E) form ?

MyPepper: You can now fill out and submit your SFS or the I&E online, which is usually quicker and easier than using paper forms. You’ll be able to save your SFS or the I&E as you go, which means you can come back to it later if you need more information. When your digital SFS or the I&E is complete, you simply press “submit”. Register with MyPepper to complete your SFS or the I&E form online.

Speak to us: Our specialist team responsible for your mortgage can help you complete the SFS or the I&E. We provide help over the phone. Or, if you prefer to meet in person, we can arrange a suitable time and location for a meeting at our offices in Dublin or Shannon, or at your home if that would suit you better. Whichever you choose, we will ensure to maintain your privacy.

Independent advice: You may prefer to seek independent advice from your financial advisor or from MABS (the Money Advice and Budgeting Service). MABS is a national, free, confidential and independent advice service for people in debt difficulties or in danger of getting into debt difficulties. The MABS Guide to the Code of Conduct on Mortgage Arrears is available at www.mabs.ie. It will help you to complete the SFS or I&E The Useful Contacts section provides details on MABS and other useful contacts.

When we receive your completed SFS, our ASU will review it and we will send a copy back to you in the post.

Supporting documentation: We may also ask you to provide other documents so that we can assess your situation. These could include bank statements and proof of income.

Can I meet with someone to discuss my mortgage?

Yes, you can contact us on 0818 818 181 and we will arrange a meeting with you.

Commercial Loan FAQs

What should I do if I’m struggling to make my monthly commercial loan repayments?

Please call our Commercial Team on 0818 882 241 as soon as possible. You have options, and we are committed to working with you to find a solution. Our team is available Monday to Friday, 9am to 5pm.

Can I meet with someone to discuss my loan?

Yes, please call us on 0818 882 241 and we will arrange a meeting in our offices, or another location that is convenient to us both. We prefer to meet in a Pepper office as this provides a secure and private environment for everyone, and we can do this in person or over video call. You may wish to bring a trusted adviser or accountant with you if you feel this would be useful. Contact us in advance if you wish to have a third party attend the meeting with you.

What happens if I don't agree with your solution?

Where a repayment arrangement cannot be agreed you are still required to meet the scheduled repayments on your commercial loan and failure to do so may result in Pepper appointing a Receiver, initiating legal proceedings or repossessing the secured property.

How can I appeal your decision?

You have the option to appeal a decision to our dedicated SME Appeals Board if you are not satisfied with:

the withdrawal or reduction of your commercial loan,
a special term or condition required in order to provide you with an alternative arrangement,
our refusal to offer you an alternative arrangement,
your refusal to accept an alternative arrangement offered to you,
having been classified as "not co-operating"

Appeals must be submitted in writing to the Appeals Board within 20 working days from the date you are notified of a decision.

ECB Base Rate for Tracker Mortgage FAQs

How is Pepper responding to the latest ECB decision in relation to raising interest rates?

The ECB base rate increase will affect Tracker mortgage customers, where such increases are automatically passed on as part of their contract. The further 0.25% ECB base rate increase announced by the ECB on the 14th September will affect Tracker mortgage customers, where such increases are automatically passed on as part of their contract. It is likely that a further rate increase will be passed on to the majority of Variable Rate customers over the coming months. You will be notified in advance of any changes to your Variable Rate and what this change will mean for you.

What is a tracker mortgage?

A tracker mortgage “tracks” the ECB base rate, which means the interest rate on your Loan moves in line with the ECB base rate. The ECB Interest rate increase announcements will result in an increase to your interest rate.

A tracker mortgage is a type of mortgage where the interest rate charged on the Loan tracks that of another publicly available rate, typically the interest rate set by the European Central Bank. For more information on the ECB base rate increase please refer to https://www.ecb.europa.eu/

I have a Tracker Mortgage, what does the recent ECB Base rate change mean to my tracker mortgage?

A Tracker Mortgage “tracks” the European Central Bank (ECB) base rate. This means the interest rate on your loan moves in line with the ECB base rate. ECB interest rate increase announcements will result in an increase to your interest rate.

Why are ECB interest rates increasing and why is this impacting mortgage interest rates?

The ECB has decided these rate increases are required to curb inflation across the Eurozone including Ireland.
These ECB rate increases have also pushed up the cost of short-term wholesale interest rates in recent months and could potentially raise interest rates again at its next monetary policy meeting. Wholesale interest rates are used to fund many of the mortgage loans that Pepper services and are often referred to as the “cost of funds". Both the increases in the ECB rates and the increased funding costs have regrettably necessitated increases in rates on our customers Tracker and Variable Rate mortgages.

When will the rate changes announced by the ECB take effect on my Loan account?

Pepper will write to all customers impacted to provide them with information on ECB base rate increases and what they will mean for them. For more information on the ECB base rate increase please refer to https://www.ecb.europa.eu/.

How much will my payments increase by?

Pepper will write to all customers impacted, these interest rate change notification letters will include the effect of the latest ECB base rate increase on your interest rate and when the increase will take effect on your account. You will receive further correspondence from Pepper when the interest rate increase is applied to your account notifying you of the effect of the interest rate increase on your monthly Loan repayments and when they will change.

For guidance, please see below table outlining the indicative increase on a per €50,000 borrowed based on the latest ECB base rate increase of 0.25%.

Outstanding Balance	Monthly NMI Increase*
€50,000.00	€10.27
€150,00.00	€30.82
€250,000.00	€51.37
€300,000.00	€61.64
€350,000.00	€71.92

*Note: These amounts are for indicative purposes only, interest rate change notification letters will issue to all customers impacted with information on the actual new monthly Loan repayment amounts and when they will take effect.

Alternative Repayment Arrangement FAQs

I have an agreed Alternative Repayment Arrangement (ARA) with Pepper. How does the ECB rate increase affect the arrangement?

The terms of any agreed alternative repayment arrangement (ARA) will remain in effect. However the interest rate on your loan may increase in line with the ECB base rate / Variable Interest Rate changes.

If you are making reduced payments as part of the ARA, your loan repayments will remain the same until the end of the reduced payment period. We will notify you at least 30 days before your ARA ends about your new repayment amount.

If you are not making reduced payments, your loan repayment will change following the interest rate increase. We are here to support you, so please contact us if you have any concerns about your ability to make increased repayments.

I have an agreed Personal Insolvency Arrangement with Pepper. How does the ECB rate increase affect the arrangement?

If you are currently in a Personal Insolvency Arrangement (PIA), your payment will stay as agreed. However, the interest rate change will be applied to your loan account. If your PIA comes to an end or is terminated, your loan repayment amount will be adjusted accordingly.

We will contact you before the arrangement comes to an end to let you know your revised loan repayment amount once the PIA ends. We are here to support you, so please contact us if you have any concerns about your ability to make increased repayments.

I have a Split Mortgage. How does this rate increase affect the arrangement?

Split Mortgages restructure your mortgage so a portion of your loan becomes a warehoused loan, typically accruing zero interest, while the remaining balance continues to accrue interest.

If the interest rate on the remaining balance of your Split Mortgage is variable, we will notify you 30 days ahead of any changes the Variable Interest Rate. Your notification letter will let you know the reason for the change and its impact on your loan repayments.

Variable Interest Rate Increase FAQs

Has Pepper passed on more than the ECB Base rate increases to Variable Interest Rates?

No. The increases to Variable Interest Rates that have been applied are less than the rate increases announced by the ECB to date.

What is a Variable Interest Rate?

Variable Interest Rates are subject to change, meaning that the interest rate can go up or down subject to a variety of factors determined by your Lender. It isn’t specifically linked to the European Central Bank’s ECB base rate, however, Lenders often change Variable Interest Rates when the ECB rate goes up or down. This means that when the ECB base rate rises or falls Pepper may either raise or reduce your current interest rate accordingly.

Does Pepper have a Standard Variable Rate?

No, mortgages on various interest rate products including Variable Interest Rates transferred to Pepper as part of Loan portfolio sales from many different lenders in Ireland. These interest rate products were agreed by the original lender and vary by type and by lender.

Following interest rate increases announced by the ECB, will there be further increases on my Variable Rate Loan?

This can be difficult to determine ahead of time given the challenging economic conditions, however it is possible that there will be further increases to Variable Interest Rates following increases in the ECB base rate. We will contact impacted customers in advance to notify of any such further interest rate increases.

How are decisions made in relation to variable interest rate?

Pepper as legal title holder manages interest rate decisions on behalf of the beneficial owner of the loans in relation to changes to variable interest rate. When making decisions on Variable Interest Rates, we consider a range of 6 factors as set out in our Variable Interest Rate Policy Statement. Changes to any of these factors can result in changes to Variable Interest Rates.

These factors include the mortgage funding costs (“cost of funds”) for the beneficial owner driven by wholesale interest rates which have risen sharply over recent months as a result of the ECB decisions on interest rates.

I have a Variable Rate mortgage with Pepper, what do the interest rate changes mean for my Loan?

If any changes are to be made to your Variable Interest Rate, Pepper will write to you in advance, providing 30 days’ notice of any interest rate change. Notification letters relating to interest rate changes will detail the reason for the change and the impact of the change on your Loan repayments.

I am concerned that I won’t be able to make the repayments in relation to the variable rate increases on my Split Mortgage?

If you have a Split mortgage and are at risk of financial difficulty from the rise in variable rates, Pepper can offer a number of solutions tailored to your individual circumstances and affordability which may include a term extension, an interest rate discount or to fix the monthly payments for a specified period of time.

Fixed Rate Mortgage FAQs

Does Pepper offer fixed rate mortgages?

Pepper is not involved in new residential mortgage lending in Ireland, so it does not offer a range of alternative mortgage products including fixed rate products. We would encourage residential mortgage customers to consider your options on a regular basis as there may be a better product option available to you from another lender. For more information on switching lenders, please visit the Competition and Consumer Protection Commission’s website.

www.ccpc.ie/consumers/money/mortgages/switching-lenders-or-mortgage.

For customers experiencing financial difficulties and may not be in a position to switch lender we offer one of the broadest ranges of temporary and longer-term forbearance solutions in the Irish market including interest only payments, term extensions, arrears capitalisations, interest rate discounts as well as several other options. As part of our forbearance solutions, we can offer fixed reduced monthly repayments and interest rate discounts, both for short term and extended periods.

For short term interest rate discounts, the discounted interest rate may also be fixed for a period of two years meaning your monthly repayment will not vary during this time.

I am currently on a fixed rate which will move to an interest rate tracking ECB at the end of the fixed rate period, what does the recent rate changes mean for me?

The rate increases will not impact your Loan while you are in a fixed rate, when your fixed rate expires your interest rate will move onto the prevailing ECB interest rate. You will receive advance notification before your fixed rate is due to expire to advise you of what the new rate will be and the impact of the change on your Loan and your monthly repayment.

I am currently on a fixed rate which will move to a Variable Interest Rate at the end of the fixed rate period, what does the recent rate changes mean for me?

The rate increase will not impact your Loan while you are in a fixed rate, when your fixed rate expires your interest rate will move onto a Variable Interest Rate. You will receive advance notification before your fixed rate is due to expire to advise you of what the new rate will be and the impact of the change on your Loan and your monthly repayment.

General Interest Rate FAQs

Do I need to change my direct debit payment for increases to my monthly payments?

No, if you pay your Loan by direct debit, the new Loan repayment amount will be automatically taken when your Loan repayment changes.

I pay my mortgage by Standing Order/Cheque, Bank Transfer, Debit Card. What do I need to do for increases to my monthly payments?

You will need to make the necessary arrangements to amend your payment amount when you receive the payment change notification letter.

I am concerned that I won’t be able to make my mortgage repayments due to the increase in interest rates or the rising cost of living (or both); what are my options ?

We have a highly experienced team who work with customers to find solutions if they can’t meet their repayments.

We offer one of the broadest ranges of temporary and longer-term forbearance solutions in the Irish market. These solutions may include fixed reduced monthly repayments, interest only repayments, loan term extensions, arrears capitalisations or interest rate discounts.

Whether you’re having difficulty meeting your financial obligations in response to interest rate increases or rising costs of living, please contact now sooner rather than later so that we can try to help. Pepper can offer a number of solutions tailored to your individual circumstances and affordability. These may include a term extension or an interest rate discount to effectively fix the monthly payments for a specified period of time.

I have an agreed Alternative Repayment Arrangement (ARA) with Pepper, how do interest rate increases affect the arrangement?

The terms of any agreed alternative repayment arrangement (ARA) will remain in effect however the interest rate on your Loan may increase in line with the ECB base rate / Variable Interest Rate changes. If you are making reduced payments as part of the ARA, your Loan repayments will remain the same until the end of the reduced payment period (at which time the new repayment amount will be notified to you at least 30 days before the ARA ends). If you are not making reduced payments, your Loan repayment will change following the interest rate increase. It is important that you contact us if you have any concerns in relation to your ability to make the increased Loan repayments as we are there to support our customers.

I have an agreed Personal Insolvency Arrangement with Pepper; how does this interest rate increases affect the arrangement?

If you are currently in a Personal Insolvency Arrangement (PIA), your expected payment as per the agreed arrangement will remain unchanged. However, this interest rate change will be applied to your loan account and in the event your PIA comes to an end or is terminated, your Loan repayment amount will be adjusted accordingly. We will contact you in advance of the arrangement coming to an end to inform you of any revised Loan repayment amount that will come into effect after the PIA ends. It is important that you contact us if you have any concerns in relation to your ability to make the increased Loan repayments as we are there to support our customers.

Are the interest rate increases consistent with the terms and conditions of my mortgage?

The level of interest rates charged on mortgage loans and the basis for the adjustment of the mortgage rate, are commercial decisions and must be made in line with the terms of the original or amended mortgage contract entered into by the customer and the original mortgage lender.

When loans are transferred to Pepper, we review the loan agreements and the related terms and conditions to ensure we fully understand our new customers contractual rights and the contractual obligations that Pepper must uphold, including the detailed provisions around interest rates.

Pepper will always respect a customers existing loan terms and conditions without exception as required by law and regulations.

I have a Split Mortgage, how do interest rate increases affect the arrangement?

Split Mortgages are a restructure of the mortgage where a portion of the Loan is moved to a warehoused Loan typically accruing zero interest and the remaining balance continues to accrue interest based on the terms of the Split Mortgage. If the interest rate on the remaining balance of your Split Mortgage is variable, any changes to the Variable Interest Rate will be notified to you in advance, providing 30 days’ notice of any interest rate change. Notification letters relating to interest rate changes will detail the reason for the change and the impact of the change on your Loan repayments.

Does Pepper benefit from the interest rate increases?

Pepper does not receive any direct economic benefit from the increase in interest rates. The interest rate increases being passed on cover the rising cost of funds being incurred by the beneficial owner of the loans, who are currently facing higher funding costs for mortgages they own.

I have a Price Promise product, will my rate/payments increase when interest rates increase?

Price Promise is a variable rate mortgage, that will never be more than a margin (1.4%/1.50%) over the published ECB base rate. When changing variable interest rate products, Pepper will write to you in advance, providing 30 days’ notice of any interest rate change. Notifications relating to interest rate changes will detail the reason for the change and the impact of the change on your Loan repayments.

Can I fix my interest rate on my mortgage at Pepper?

How can I find out how much my new repayment will be after the rate on my account increases?

You will receive correspondence from Pepper when the interest rate increase is applied to your account. This letter will notify you of the new monthly repayment amount, after the interest rate increase is implemented along with the date that the new repayment will take effect from.

Can I switch my mortgage to another lender?

Yes, and we actively work with customers wishing to switch their mortgage to another lender. We recommend you look at your mortgage options regularly because a different product from another lender may lead to savings for you. The Competition and Consumer Protection Commission’s website (www.ccpc.ie) provides information relating to switching lenders or changing mortgage type.

Where switching mortgage provider is not possible for a customer who is looking for a lower interest rate to make their repayments more affordable - for example in cases where mortgages were previously restructured, currently in a restructure or because of issues affecting a credit record - we will work with customers to find a solution tailored to their needs, with the aim of helping them to resolve their current situation.

I currently make overpayments to my Loan by a fixed Direct Debit amount, what do I need to do if my monthly repayment increases, i.e. following interest rate increases?

Do I need to change my direct debit payment for the increased monthly payment?

No, if you pay your Loan by direct debit, the new Loan repayment amount will be automatically taken when your Loan repayment changes.

Mortgage Redemption FAQs

There are a number of factors to be considered if you wish to sell your property.
Generally, if you only have 1 property with one loan agreement with Pepper Advantage and the sales proceeds will clear the outstanding liability then you may sell the property and you do not require consent from Pepper Advantage.
If you have more than one property or have multiple loans attached to one property, then you will require Pepper Advantage's consent prior to selling the property.

For Pepper Advantage to make a formal decision regarding the sale of a property the following is required:
Sale Price
Breakdown of sale related fees
Status of sale including marketing history

Can I switch my mortgage to another lender?

Do I need a solicitor to pay off my mortgage early?

It is always advisable to engage the services of a solicitor or legal professional when going through the redemption process.

How do I access my deeds?

Your deeds will be released either to yourself or your solicitor once your mortgage has been paid in full. If your solicitor needs to see the deeds before settling your mortgage, they can request an accountable trust receipt (ATR) - a document your solicitor signs acknowledging that the deeds are only for the purposes of preparing your redemption or contract of sale.

What happens once my mortgage account is closed?

The mortgage account will be closed once all funds have been paid. Once the closing process completes, your deeds will be released.

What payment methods do you accept for final redemption payments?

We accept Bank draft, Cheque or EFT (Electronic fund transfer).

Deeds ATR request FAQs

What is an ATR?

ATR stands for Accountable Trust Receipt. When Title Deeds (property ownership documents) are required by your solicitor and there is a balance outstanding on the mortgage, the deeds are sent out on what is known as “Accountable Trust Receipt” to your solicitor for review/ or where the secured property is being sold and the Solicitor requires the Deeds to prepare a contract for sale. The deeds are sent to your solicitor on loan for a specific purpose, which the Solicitor will detail in their request, and Pepper Advantage reserve the right to recall the deeds at any time.

Is there a fee to take the deeds on ATR?

Yes, there may be a fee charged for this service, please contact us at 0818 818 181 to confirm the applicable fee.

What do I need to do to get the deeds sent out on ATR?

We can issue deeds on ATR if we receive the request from a Solicitor together with the written authority of all the borrowers on the account and the associated ATR fee.

What is the turnaround time for sending the deeds out?

All deeds are held in a secured location offsite. It generally takes 10-15 working days from the time we receive the request from a Solicitor, together with a borrower authority and the associated fee, to issue the deeds.

How are deeds sent?

Deeds are either sent to your solicitor by DX (Document Exchange used by Solicitors) or by registered post

I’ve paid off my mortgage – how do I get my deeds?

Once you have paid off your mortgage loan, please send a written request to the following address confirming where you wish the deeds to be sent to.

Pepper Advantage, 4310 Atlantic Avenue, Westpark Business Campus, Shannon, Co Clare

What is a ‘vacate / deeds on final receipt’?

When a mortgage is paid in full and the property is no longer relied on as security for any other mortgages, Pepper Advantage will release the charge with the property registration authority, this is referred to as a “vacate”.

When this is complete, and the customer has requested the deeds to be returned to them, they are returned to the customer under a process which is known as a “Final Receipt”.

My Loan is repaid in full and I have received a letter notifying me of an interest rate increase.

If you have repaid your loan in full, you should disregard this letter as the interest rate change will not impact your loan.

Contact FAQs

How do I appeal a decision about my mortgage?

You can submit an appeal in writing to the Mortgage Appeals Board.

Mortgage Appeals Board

Pepper Advantage

4310 Atlantic Avenue

Westpark Business Campus

Shannon

Co Clare

How do I update my personal details?

You can update your email and phone number in MyPepper Portal.
If you noticed that your details in our correspondence are incorrect, please let us know on 0818 818 181 and we will update it.

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You can submit an appeal in writing to the Mortgage Appeals Board.

Mortgage Appeals Board

Pepper Advantage

4310 Atlantic Avenue

Westpark Business Campus

Shannon

Co Clare

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Completing a direct debit form which we can post to you or alternatively call 0818 818 181 and we will send a DDM form to you or take your details over the phone. Note that you will need to know you BIC and IBAN number when filling out the form - you can find these on your current bank statement.}', 4='{type=option, value={id=3, name='Payment FAQs', order=2, label='Payment FAQs'}}'}, {id=77474312894, createdAt=1692747373601, updatedAt=1692829744414, 1='{type=string, value=How can I amend or cancel a Direct Debit?}', 2='{type=string, value=In order to amend a DD payment, you must contact Pepper Advantage before the DD is sent for processing. This is usually 10 days before your due date. Otherwise the amendment can’t be enforced until the following month. To cancel a DD payment you must contact your bank and notify Pepper Advantage of such cancellation. }', 4='{type=option, value={id=3, name='Payment FAQs', order=2, label='Payment FAQs'}}'}, {id=77474312895, createdAt=1692747373610, updatedAt=1692829753645, 1='{type=string, value=I would like to change the bank account I make my direct debit payments from. How do I do this?}', 2='{type=string, value=

When completing the DDM, ensure you include the NEW IBAN number of the account to be debited and return to the address listed on the form.

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When completing the DDM, ensure you include the NEW IBAN number of the account to be debited and return to the address listed on the form.

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Yes, you can make an Overpayment on your mortgage, you can use a lump sum payment made to either

Reduce your monthly scheduled repayment amount or
to reduce your mortgage term or
you can increase your monthly mortgage repayments and use the additional payments to reduce your term or outstanding balance.
Please contact us if you wish to discuss these options.

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You can make a payment online by registering for the MyPepper portal by clicking here or alternatively you can call us on 0818 818 181 and we will take the payment over the phone.

Please note payments cannot be made by Credit card.}', 4='{type=option, value={id=3, name='Payment FAQs', order=2, label='Payment FAQs'}}'}, {id=77450001885, createdAt=1692747373677, updatedAt=1692829816615, 1='{type=string, value=Can I pay by electronic funds transfer (EFT)?}', 2='{type=string, value=

If you’d like to make an electronic funds transfer (EFT), you’ll need your IBAN & BIC numbers and your mortgage account number.

Please note if you hold more than 1 account with Pepper Advantage you will need to set up more than one payee for each account.

EFT payments can take up to 3 business days for the repayment to reach your mortgage account. Please log into MyPepper to get Peppers IBAN and BIC.

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Yes, to make a payment by cheque, make it payable to Pepper Advantage and write your full name and mortgage account number on the back.

Please allow ten working days for your cheque to clear.

To make a payment by postal order or a bank draft. Please ensure that you write your full name and your mortgage account number on the back. Please allow ten working days for your payment to clear.

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Generally, if you only have 1 property with one loan agreement with Pepper Advantage and the sales proceeds will clear the outstanding liability then you may sell the property and you do not require consent from Pepper Advantage.
If you have more than one property or have multiple loans attached to one property, then you will require Pepper Advantage's consent prior to selling the property.

For Pepper Advantage to make a formal decision regarding the sale of a property the following is required:
Sale Price
Breakdown of sale related fees
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}', 4='{type=option, value={id=4, name='Mortgage Redemption FAQs', order=3, label='Mortgage Redemption FAQs'}}'}, {id=77450001891, createdAt=1692748740166, updatedAt=1692829889139, 1='{type=string, value=Do I need a solicitor to pay off my mortgage early?}', 2='{type=string, value=It is always advisable to engage the services of a solicitor or legal professional when going through the redemption process.}', 4='{type=option, value={id=4, name='Mortgage Redemption FAQs', order=3, label='Mortgage Redemption FAQs'}}'}, {id=77450001892, createdAt=1692748740176, updatedAt=1692748754110, 1='{type=string, value=How do I access my deeds?}', 2='{type=string, value=Your deeds will be released either to yourself or your solicitor once your mortgage has been paid in full. If your solicitor needs to see the deeds before settling your mortgage, they can request an accountable trust receipt (ATR) - a document your solicitor signs acknowledging that the deeds are only for the purposes of preparing your redemption or contract of sale. }', 4='{type=option, value={id=4, name='Mortgage Redemption FAQs', order=3, label='Mortgage Redemption FAQs'}}'}, {id=77450001893, createdAt=1692748740185, updatedAt=1692748755516, 1='{type=string, value=What happens once my mortgage account is closed?}', 2='{type=string, value=The mortgage account will be closed once all funds have been paid. Once the closing process completes, your deeds will be released.}', 4='{type=option, value={id=4, name='Mortgage Redemption FAQs', order=3, label='Mortgage Redemption FAQs'}}'}, {id=77450001894, createdAt=1692748740197, updatedAt=1692748757009, 1='{type=string, value=What payment methods do you accept for final redemption payments?}', 2='{type=string, value=We accept Bank draft, Cheque or EFT (Electronic fund transfer).}', 4='{type=option, value={id=4, name='Mortgage Redemption FAQs', order=3, label='Mortgage Redemption FAQs'}}'}, {id=77475560124, createdAt=1692750421129, updatedAt=1692750434350, 1='{type=string, value=1. Introduction}', 2='{type=string, value=

We are Pepper Finance Corporation (Ireland) DAC trading as Pepper Advantage, Pepper Asset Servicing and Pepper Money (“Pepper”, “us”,”we”,”our”). We are a member of the Pepper group of companies.

Our principal activity, when trading as Pepper Advantage and Pepper Asset Servicing, is residential and commercial loan servicing along with asset management and advisory services on behalf of various investment companies and banks. Our principal activity when trading as Pepper Money, is the provision of commercial mortgage loans.

The purpose of this Data Privacy Notice is to explain how we, in our capacity as a data controller, collect and use your personal information. Personal information means information relating to a living individual who can be identified (either from that information itself or when combined with other information).

We are a data controller in respect of loans where:

We originated the loan at inception, or,

We carry out servicing activities on your loan, on behalf of a client, and we are the legal title holder to the loan.

We are a data processor in respect of loans where:

We carry out servicing activities on your loan, acting on behalf of a client who is the legal title holder to the loan.

In relation to the latter, Pepper may also be a data controller for a period after we stop servicing your loan where we retain personal information for the purposes of compliance with our regulatory obligations. Whether as a data controller or a data processor, we are committed to complying with Data Protection Law at all times. By “Data Protection Law” we mean the EU General Data Protection Regulation, the Data Protection Acts 1988 to 2018 and any other laws which govern the use of your personal data.

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We collect and process your personal information for a variety of reasons and we rely on a number of legal bases for doing so including:

2.1 To enter into and for the performance of a contract

We process your personal information where it is necessary to enter into a contract with you for the provision of a product or service, to assess you for suitability for a product or service or to perform our obligations under a contract with you. This includes:

Applications:
We use personal information that you provide to us to process your application for a product or service from us and to decide on the terms upon which we can enter into a contract with you, for example, an application for a mortgage loan.
Ongoing Product/Service Management:
In order to manage any product or service provided, we have to process your personal information, for example, administration of a mortgage loan by processing payments, writing to you about the status of your loan, assessing your loan for an alternative repayment arrangement if you find yourself in financial difficulty and so on. As part of this management, we may be required to pass some of your personal information to an intermediary or counterparty (e.g. to take a payment by direct debit from your bank account we have to share your personal information with our bank).
Continuing Performance:
Where we may have acquired your loan from another lender, they will pass relevant information to us to allow for the continued performance of your contract.

2.2 To comply with legal obligations

In certain circumstances, we must process your personal information to comply with legal obligations. These include:

Assessing affordability and suitability for the provision of credit and throughout our relationship with you including analysing your credit data for regulatory reporting.
Obtaining personal information from the Central Credit Register when considering credit or loan applications to assess affordability and suitability for the provision of credit, and providing information to the Central Credit Register about the performance of your loan agreement with us.
Verifying personal information provided to us to prevent money laundering, financing of terrorism, tax avoidance, and/or fraud. For example, we may ask you for a proof of identity and/or a proof of address as part of our ongoing verification requirements in respect of Anti-Money Laundering legislation.
Responding to queries raised by regulatory authorities, law enforcement and/or other government gencies such as the Data Protection Commission, the Central Bank of Ireland, An Garda Siochana, and the Revenue.
Providing information requested in the context of a regulatory investigation or inspection.
Delivering mandatory communications as required by legislation or regulations.
Investigating and resolving complaints.
Managing contentious regulatory matters, investigation and litigation.

2.3 Our legitimate business interests

Your personal information will also be processed on the basis of our legitimate interests. Where it is processed on this basis, we ensure that there is a fair balance between our legitimate interests and your privacy rights. The following are some examples of when Pepper processes your personal information for legitimate business interests. Your personal information may not be processed in all cases and if it is, it will always be subject to measures to comply with Data Protection Law.

To enable us to manage our relationship with you including having readily available access to your information through use of IT systems and functionality
To monitor, maintain and improve internal business processes, information, technology and communications that may benefit you or Pepper.
To ensure business continuity and disaster recovery and to respond to information technology and business incidents and emergencies.
To ensure adequate network and information security and fraud prevention protections are in place.
To undertake system testing, for example, prior to implementing system improvements.
For internal analysis and reporting for the management of individual customer accounts and to make strategic decisions for our business.
To establish, exercise and safeguard our rights which may include taking enforcement action against customers or defending complaints or claims made about us.
To assess the quality of our customer services and to provide staff training. This includes monitoring and testing of how we manage your loan(s) and our interactions with you.
To perform analysis on customer complaints for the purposes of preventing errors and process failures.
To rectify negative impacts on customers as a result of process or regulatory failures (including those of a previous lender).
To comply with regulatory rules, guidance and requests, or assist a previous lender in its compliance with regulatory rules, guidance and requests.
To ensure we act as a prudent servicer of your account.

2.4 Where you have provided consent

In some cases we rely on your consent such as:

Marketing Consent:
At the time of applying for your loan, or at any time thereafter, if you consented to marketing, we might use your personal information to make you aware of other products or services which we think could be of interest to you. In addition, depending on the preferences you selected at the time of your application, we might disclose your personal information to third parties and our partners whose products or services we consider could be of interest to you. All marketing communications will include a clear opt-out facility if you wish to change your marketing contact preferences.
Sensitive Information Consent:
Data Protection Law may require us to obtain consent to the processing of special categories of personal information such as personal information that reveals racial or ethnic origin, information about a person’s health, religious beliefs and other categories of ‘sensitive data’. While we don’t collect sensitive data as a matter of course, you may choose to disclose health and other sensitive information in limited circumstances, such as if you are experiencing a health issue which is affecting your ability to repay a loan, which we will record on our systems.
Authorised third parties:
At your request and with your written consent, we will liaise with a third party nominated by you to act on your behalf.
Telephone Contact at Work:
You may have consented to us contacting you at your workplace, where it is not your residence.

At any time you can withdraw your consent through the contact channels referenced in Section 12.

2.5 Where you have provided us with information about another person

Where you provide us with personal information relating to another person (e.g. a partner, spouse or guarantor) we rely on you to ensure that you have their consent to providing us with their information for use in accordance with this Data Privacy Notice.

}', 4='{type=option, value={id=5, name='Data Privacy Notice', order=4, label='Data Privacy Notice'}}'}, {id=77458405329, createdAt=1692750421165, updatedAt=1692750441888, 1='{type=string, value=3. Types of personal information we collect and how it is used}', 2='{type=string, value=

We collect and process various categories of personal information at the start of and for the duration of your relationship with us. We limit the collection and processing of personal information to such information as is necessary for the purposes set out in Section 2 above.

We collect information about you:

When you ask us to provide you with certain products and services including over the course of your relationship with us.
When you use our website and online services provided by us and visit our offices.
When you or others give us information verbally or in writing. This information may be on application forms, in records of your transactions with us, within a standard financial statement (“SFS”) or if you make a complaint.
From your online activities with third parties where you have given us your consent (for example, by consenting to our use of certain cookies or other location tracking technologies).
When you act as an authorised third party in respect of a loan which we own or service.
From clients or other parties who have engaged us to provide credit servicing
From credit reference agencies, credit registration agencies, fraud prevention agencies or public agencies such as property registration authorities, the Companies Registration Office or judgment registries.

Personal information requested over the course of your relationship with us may include, but is not limited to, the following:

Identity information:
Name, date of birth, proof of identification (such as driving licence or passport). Examples of how we use this information include: to identify you and to comply with our legal and regulatory obligations.
Contact information:
Address, telephone number, email address. Examples of how we use this information include: to manage and administer your loan(s) with us, to send you information which you request and to respond to your queries and complaints.
Personal circumstances:
Employment status and details, financial circumstances including income and expenditure, assets, borrowings, savings, lifestyle needs. Examples of how we use this information include providing you with products such as a new loan or restructuring or rescheduling of a loan.
Interactions with Pepper staff:
Whenever a staff member meets you or contacts you, a note of this interaction is recorded on our loan management system. In addition, we sometimes record telephone conversations to improve services, for training purposes, to resolve complaints and as required by relevant regulations and Central Bank of Ireland Codes of Conduct. However, we will always let you know when we are recording our calls with you.
Health information:
With your consent, we sometimes process information on your health when you are applying for a product or service or over the course of your relationship with us. You may choose to share health information with us, for example, if you are in financial difficulties as a result of a health issue you may provide us with this information in writing or by phone in which case it may be included in a call recording.
Other:
We may also collect and process personal information made available by other parties, for example credit reference agencies such as Central Credit Register or Irish Credit Bureau; or entities such as An Post.

}', 4='{type=option, value={id=5, name='Data Privacy Notice', order=4, label='Data Privacy Notice'}}'}, {id=77458405330, createdAt=1692750421180, updatedAt=1692750448060, 1='{type=string, value=4. Your rights in relation to the personal information you have given to Pepper}', 2='{type=string, value=

You have a number of rights in relation to the personal information which Pepper holds about you. If you choose to exercise any of these rights, we may ask you to verify your identity by providing us with additional documentation such as an up to date proof of identity.

Timelines: We will consider your request and provide a response within 1 month of receipt of your request and verification of your identity, where required, as set out in Section 3 above. This time period may be extended in exceptional circumstances. In these cases we will advise you of this along with confirming the reasons for the extension.
How to make a request: You can make your request using any of the channels set out in Section 12.

4.1 Right of access to your personal information

You have the right to get confirmation about whether we process any of your personal information and, if so, how we use it. We use this Data Privacy Notice to meet this obligation. In addition, if we process your personal information, you have a right to request a copy of the personal information that we process. If we have provided a copy of this personal information within the previous 12 months, we will not provide the same copy to you again but will provide any additional personal information we have obtained and processed since the last request.

Fees:
Typically there is no fee for a copy of your personal information although we have the right to apply a reasonable fee in exceptional circumstances if your request is manifestly unfounded or excessive.
Format of response:
You may request that the information is provided to you orally, in a hard copy format or in electronic format. If you require the information in electronic format, you will need to provide us with your email address. We will email the information to you encrypted with a password and you will need to contact us by telephone to provide you with the password. It is important to be aware that email is not a fully secure means of communication.
Exclusions:
Some personal information is exempt from the right of access, such as personal information that is not available from a reasonable and proportionate search, privileged information, confidential expressions of opinion or where providing a copy would adversely affect the rights and freedoms of others.

4.2 Right to correct your personal information

We try to ensure that the information we have about you is accurate and up to date. Sometimes we may ask you to verify that the information we have is still accurate. If you believe certain personal information we hold about you is incorrect, incomplete or out of date, you can contact us to correct the information.

Restrict processing:
While we are considering your query, you may request that we restrict processing your personal information.

4.3 Right to delete your personal information

You may request deletion or erasure of your personal information in the following circumstances, provided there are no legal obligations or overriding legitimate grounds that require us to keep it:

Where the personal information is no longer necessary for the purpose for which it was collected.
Where you withdraw your consent (in the case of data held in reliance on your consent such as those in 2.4 above).
Restrict processing: While we are considering your query, you may request that we restrict processing your personal information.

4.4 Right to withdraw your consent

If you have provided us with your consent to process your personal information, for example in the circumstances set out in 2.4 above, you have the right to withdraw that consent. Provided there is no other legitimate reason for us to process that personal information we will stop processing that personal information.

4.5 Right to request your information be transferred

You can request that certain personal information which you have provided to us be transferred to you or to another service provider. This applies to information that we are processing for the performance of your contract or based on your consent.

4.6 Right to object

Where your personal information is being processed on the basis of our legitimate interests, we must ensure that there is a fair balance between our legitimate interests and your rights. If you disagree with your personal information being processed in this manner, you are entitled to object.

}', 4='{type=option, value={id=5, name='Data Privacy Notice', order=4, label='Data Privacy Notice'}}'}, {id=77458405331, createdAt=1692750421195, updatedAt=1692750451057, 1='{type=string, value=5. How do we use Automated Decision Making}', 2='{type=string, value=To help us make decisions quickly and to improve our service to customers, we may use automated decision making as part of our loan application process. This means that some parts of the decision making process are fully automated with no human intervention. Currently we use automated decision making for our mortgage loan ‘Approval-in-Principal’ (“AIP”) process based on information provided by you. In certain cases however, the decision may be referred to an underwriter to review. This type of processing is necessary to assist us in making a decision in relation to your application. You have the right to express your point of view and contest an automated decision by contacting us through the channels in Section 12 below.}', 4='{type=option, value={id=5, name='Data Privacy Notice', order=4, label='Data Privacy Notice'}}'}, {id=77458405332, createdAt=1692750421210, updatedAt=1692750454607, 1='{type=string, value=6. How do we use your personal information for direct marketing?}', 2='{type=string, value=Sometimes we may want to make you aware of products and services which we think may be of interest to you based on the product or service you have already received from us, and the personal information we hold about you.

If you have consented to direct marketing we may send you marketing communications. You may also have consented to us sharing your personal information with carefully selected third parties and partners whose products or services we think may be of interest to you.

If you would like to withdraw your consent at any time, please refer to Section 2.4 above.}', 4='{type=option, value={id=5, name='Data Privacy Notice', order=4, label='Data Privacy Notice'}}'}, {id=77458405333, createdAt=1692750421225, updatedAt=1692750458831, 1='{type=string, value=7. How we keep your information safe}', 2='{type=string, value=We make every attempt to ensure your personal information is protected and secure. We do this by considering data privacy when developing, designing, selecting and using new systems, products and processes that are used to hold or process that personal information and by limiting access to your personal information. We use a variety of technical and organisational security measures to protect your personal information. These include computer safeguards; ensuring files are stored securely and that our offices have adequate security.}', 4='{type=option, value={id=5, name='Data Privacy Notice', order=4, label='Data Privacy Notice'}}'}, {id=77458405334, createdAt=1692750421239, updatedAt=1692845806419, 1='{type=string, value=8. Who has access to your information and who do we share it with?}', 2='{type=string, value=

8.1 Staff and onsite suppliers

Your personal information may be accessed by our staff including staff of other members of the Pepper group of companies in order to perform their duties and some of our suppliers including contractors and IT support staff, in connection with any of the purposes set out in Section 2 above. You will find details of our group companies at www.pepper-advantage.com.

8.2 Third parties within the European Economic Area (“EEA”)

In certain circumstances we may share your information with third parties who will act on our instruction in relation to any processing of your personal information. For example:

We may share your information with insurers, solicitors, accountants, valuer, estate agents, advisers and other consultants who act on our behalf or to obtain advice.
We may share your information with the original lender or a beneficial owner of your loan or other parties with an interest in your loan.
We may use third parties such as print providers and document storage providers.
We use the services of a number of IT suppliers of systems and technology.
We may share your information with third parties to comply with our legal obligations.

8.3 Third parties outside the EEA

We may transfer your personal information to organisations (including other Pepper Group companies) in countries outside of the EEA, but we will only do so where:

The European Commission has decided that the country or organisation we are sharing your information with will protect it adequately;
We have entered into a contract with the organisation with which we are sharing your information to ensure it is adequately protected on terms approved by the European Commission; or
The transfer has been authorised by a relevant data protection authority.

8.4 Central Credit Register (CCR), credit reference and fraud prevention agencies

We may access and use your personal information from the CCR when you apply for a loan with us and periodically thereafter:

To manage and take decisions about your accounts, including assessing your creditworthiness when you are applying for a new product, and checks to avoid indebtedness.
If you apply to have your existing loan restructured.
If an amendment is required to the records held on the CCR.
For prevention of fraud, money laundering or criminal activity.
To trace debtors and recover debt.

While you have a loan with us, we will continue to share your personal information, including information about the performance of your loan, with the CCR. This will include the outstanding balance on your loan, the regularity of repayments, number of overdue repayments, any arrears and the date of the next payment. This information will be made available to other organisations, including financial services providers, so they can make decisions about you (such as considering any application for credit and credit related services), to trace debtors, recover debts, prevent or detect money laundering and fraud, and to manage your account.

If you want further details of how your information will be used by the CCR, please visit their websites or contact them directly at:

CCR

Website: www.centralcreditregister.ie

Email: consumerinfo@centralcreditregister.ie

Phone: +353 (0)1 224 5500

8.5 Loan acquisitions or transfer of rights

Your personal information may be disclosed to prospective purchasers of loans and anyone else to whom we may or purport to assign or transfer our rights under the loan in connection with a securitisation or other form of funding arrangement. Whenever we disclose your personal information to prospective acquirers of your loan, we will do so under strict conditions of confidentiality.

}', 4='{type=option, value={id=5, name='Data Privacy Notice', order=4, label='Data Privacy Notice'}}'}, {id=77458405335, createdAt=1692750421254, updatedAt=1692845809706, 1='{type=string, value=9. How long do we retain your personal information?}', 2='{type=string, value=By providing you with a loan, we create records that contain your personal information. Records can be held on a variety of media (physical or electronic) and formats.

Your personal information is retained for different periods of time depending on the purposes for which they are required to be retained. We hold your personal information while you are a customer and for a period of time after that. If you have a loan with us, normally we keep customer account records for up to seven years after your relationship with us ends. Other personal information may be kept for shorter periods.

Sometimes we may have to keep your information for longer periods, for example where we need to retain information or documents relating to actual or prospective legal proceedings, a court order or an investigation by law enforcement agencies or our regulators.}', 4='{type=option, value={id=5, name='Data Privacy Notice', order=4, label='Data Privacy Notice'}}'}, {id=77458405336, createdAt=1692750421268, updatedAt=1692750484327, 1='{type=string, value=10. Use of Pepper websites}', 2='{type=string, value=

10.1 Introduction

This Data Privacy Notice, together with our Website Terms and Conditions, sets out the basis on which we will process any personal information we collect from you or that you provide to us on our websites – www.peppergroup.ie or www.peppermoney.ie (together “the Websites”).

Before using the Websites, it is important to be aware that the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to the Websites. Any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

10.2 Use of your personal information

We may hold and process the following information from you obtained from the Websites:

Information that you provide by filling in forms on the Websites, including your name and the account number for your loan. We may also ask you for information when you report a problem with the Website or when you use the Website to contact us. If you contact us, we may keep a record of it.
Details of transactions you carry out through the Website, including payments made in respect of loans held by us but not details of debit cards used to make such payments.
Details of your visits to the Website, including, but not limited to, traffic data, location data, web logs and other communication data, whether this is required for our own purposes or otherwise, and theresources that you access.

By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Data Privacy Notice. Any payment transactions will be encrypted using SSL technology.

The Website may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that they have their own privacy statements and that we do not accept any responsibility or liability for these statements. Please check these statements before you submit any personal data to these websites.

10.3 Types of information we collect and how it is used

IP Addresses: We may collect information about your computer, including, where available, your IP address, operating system and browser type, for system administration. This is statistical data about our users’ browsing actions and patterns and does not of itself identify any individual.
Cookie technology: Our websites use ‘cookie’ technology. The Cookies Policy on our website explains what cookies we use and how you can adjust your preferences.

}', 4='{type=option, value={id=5, name='Data Privacy Notice', order=4, label='Data Privacy Notice'}}'}, {id=77458405337, createdAt=1692750421282, updatedAt=1692750804654, 1='{type=string, value=11. Updates to this Data Privacy Notice}', 2='{type=string, value=This Data Privacy Notice may be updated from time to time. You will always find the most up to date version on our websites at www.pepper-advantage.ie or www.peppermoney.ie. }', 4='{type=option, value={id=5, name='Data Privacy Notice', order=4, label='Data Privacy Notice'}}'}, {id=77458405338, createdAt=1692750421298, updatedAt=1692750909022, 1='{type=string, value=12. How you can contact us}', 2='{type=string, value=

If you have any queries about your data protection rights, you can contact us in the following ways: By phone at the following number or in writing at the following address:

For Pepper Advantage:

Write to: Customer Services, Pepper Advantage, PO Box 687, Shannon, Co. Clare

Phone: +353 (0)61 705900

For Pepper Money:

Write to: Data Protection Officer, Pepper Money, 4th Floor Two Park Place, Upper Hatch Street, Dublin 2

Phone: +0818 866 666

If you wish to raise a query or make a complaint in relation to how we handle(d) your personal information, you can write to our Data Protection Officer, at the following address.

Write to:

Data Protection Officer,
Pepper Money & Pepper Advantage,
4th Floor Two Park Place,
Upper Hatch Street,
Dublin 2.

In the event that you are not satisfied with our response to your query or complaint, you may be entitled to complain to the Office of the Data Protection Commission:

Email: info@dataprotection.ie

Website: www.dataprotection.ie

}', 4='{type=option, value={id=5, name='Data Privacy Notice', order=4, label='Data Privacy Notice'}}'}, {id=77458405339, createdAt=1692750421312, updatedAt=1692750912026, 1='{type=string, value=13. Client Data Privacy Notices}', 2='{type=string, value=

}', 4='{type=option, value={id=5, name='Data Privacy Notice', order=4, label='Data Privacy Notice'}}'}, {id=77475136186, createdAt=1692750957039, updatedAt=1692855780565, 1='{type=string, value=What is a Direct Debit payment?}', 2='{type=string, value=

}', 4='{type=option, value={id=6, name='FAQs', order=5, label='FAQs'}}'}, {id=77475136187, createdAt=1692750957048, updatedAt=1692838520071, 1='{type=string, value=How can I amend or cancel a Direct Debit?}', 2='{type=string, value=In order to amend a DD payment, you must contact PepperAdvantage before the DD is sent for processing. This is usually 10 days before your due date. Otherwise the amendment can’t be enforced until the following month. To cancel a DD payment you must contact your bank and notify Pepper Advantage of such cancellation. }', 4='{type=option, value={id=6, name='FAQs', order=5, label='FAQs'}}'}, {id=77459744964, createdAt=1692754925914, updatedAt=1692754936237, 1='{type=string, value=What is an ATR?}', 2='{type=string, value=ATR stands for Accountable Trust Receipt. When Title Deeds (property ownership documents) are required by your solicitor and there is a balance outstanding on the mortgage, the deeds are sent out on what is known as “Accountable Trust Receipt” to your solicitor for review/ or where the secured property is being sold and the Solicitor requires the Deeds to prepare a contract for sale. The deeds are sent to your solicitor on loan for a specific purpose, which the Solicitor will detail in their request, and Pepper Advantage reserve the right to recall the deeds at any time.}', 4='{type=option, value={id=7, name='Deeds ATR request FAQs', order=6, label='Deeds ATR request FAQs'}}'}, {id=77459744965, createdAt=1692754925925, updatedAt=1692829949304, 1='{type=string, value=Is there a fee to take the deeds on ATR?}', 2='{type=string, value=Yes, there may be a fee charged for this service, please contact us at 0818 818 181 to confirm the applicable fee.}', 4='{type=option, value={id=7, name='Deeds ATR request FAQs', order=6, label='Deeds ATR request FAQs'}}'}, {id=77459744966, createdAt=1692754925935, updatedAt=1692754939422, 1='{type=string, value=What do I need to do to get the deeds sent out on ATR?}', 2='{type=string, value=We can issue deeds on ATR if we receive the request from a Solicitor together with the written authority of all the borrowers on the account and the associated ATR fee.}', 4='{type=option, value={id=7, name='Deeds ATR request FAQs', order=6, label='Deeds ATR request FAQs'}}'}, {id=77459744967, createdAt=1692754925945, updatedAt=1692754941045, 1='{type=string, value=What is the turnaround time for sending the deeds out?}', 2='{type=string, value=All deeds are held in a secured location offsite. It generally takes 10-15 working days from the time we receive the request from a Solicitor, together with a borrower authority and the associated fee, to issue the deeds. }', 4='{type=option, value={id=7, name='Deeds ATR request FAQs', order=6, label='Deeds ATR request FAQs'}}'}, {id=77459744968, createdAt=1692754925954, updatedAt=1692754942241, 1='{type=string, value=How are deeds sent?}', 2='{type=string, value=Deeds are either sent to your solicitor by DX (Document Exchange used by Solicitors) or by registered post }', 4='{type=option, value={id=7, name='Deeds ATR request FAQs', order=6, label='Deeds ATR request FAQs'}}'}, {id=77459744969, createdAt=1692754925965, updatedAt=1692754944661, 1='{type=string, value=I’ve paid off my mortgage – how do I get my deeds?}', 2='{type=string, value=

Once you have paid off your mortgage loan, please send a written request to the following address confirming where you wish the deeds to be sent to.

Pepper Advantage, 4310 Atlantic Avenue, Westpark Business Campus, Shannon, Co Clare

}', 4='{type=option, value={id=7, name='Deeds ATR request FAQs', order=6, label='Deeds ATR request FAQs'}}'}, {id=77459744970, createdAt=1692754925975, updatedAt=1692754946998, 1='{type=string, value=What is a ‘vacate / deeds on final receipt’?}', 2='{type=string, value=

When this is complete, and the customer has requested the deeds to be returned to them, they are returned to the customer under a process which is known as a “Final Receipt”.

}', 4='{type=option, value={id=7, name='Deeds ATR request FAQs', order=6, label='Deeds ATR request FAQs'}}'}, {id=77476889019, createdAt=1692754925989, updatedAt=1692754948935, 1='{type=string, value=My Loan is repaid in full and I have received a letter notifying me of an interest rate increase.}', 2='{type=string, value=If you have repaid your loan in full, you should disregard this letter as the interest rate change will not impact your loan.}', 4='{type=option, value={id=7, name='Deeds ATR request FAQs', order=6, label='Deeds ATR request FAQs'}}'}, {id=77476889020, createdAt=1692755234446, updatedAt=1692755242778, 1='{type=string, value=Do I need to change my direct debit payment for increases to my monthly payments?}', 2='{type=string, value=No, if you pay your Loan by direct debit, the new Loan repayment amount will be automatically taken when your Loan repayment changes.}', 4='{type=option, value={id=8, name='General Interest Rate FAQs', order=7, label='General Interest Rate FAQs'}}'}, {id=77476889021, createdAt=1692755234456, updatedAt=1692755243963, 1='{type=string, value=I pay my mortgage by Standing Order/Cheque, Bank Transfer, Debit Card. What do I need to do for increases to my monthly payments?}', 2='{type=string, value=You will need to make the necessary arrangements to amend your payment amount when you receive the payment change notification letter.}', 4='{type=option, value={id=8, name='General Interest Rate FAQs', order=7, label='General Interest Rate FAQs'}}'}, {id=77476889022, createdAt=1692755234465, updatedAt=1692755245764, 1='{type=string, value=I am concerned that I won’t be able to make my mortgage repayments due to the increase in interest rates or the rising cost of living (or both); what are my options ?}', 2='{type=string, value=

We have a highly experienced team who work with customers to find solutions if they can’t meet their repayments.

}', 4='{type=option, value={id=8, name='General Interest Rate FAQs', order=7, label='General Interest Rate FAQs'}}'}, {id=77476889023, createdAt=1692755234475, updatedAt=1692755247951, 1='{type=string, value=I have an agreed Alternative Repayment Arrangement (ARA) with Pepper, how do interest rate increases affect the arrangement?}', 2='{type=string, value=The terms of any agreed alternative repayment arrangement (ARA) will remain in effect however the interest rate on your Loan may increase in line with the ECB base rate / Variable Interest Rate changes. If you are making reduced payments as part of the ARA, your Loan repayments will remain the same until the end of the reduced payment period (at which time the new repayment amount will be notified to you at least 30 days before the ARA ends). If you are not making reduced payments, your Loan repayment will change following the interest rate increase. It is important that you contact us if you have any concerns in relation to your ability to make the increased Loan repayments as we are there to support our customers. }', 4='{type=option, value={id=8, name='General Interest Rate FAQs', order=7, label='General Interest Rate FAQs'}}'}, {id=77476889024, createdAt=1692755234484, updatedAt=1692755249482, 1='{type=string, value=I have an agreed Personal Insolvency Arrangement with Pepper; how does this interest rate increases affect the arrangement?}', 2='{type=string, value=If you are currently in a Personal Insolvency Arrangement (PIA), your expected payment as per the agreed arrangement will remain unchanged. However, this interest rate change will be applied to your loan account and in the event your PIA comes to an end or is terminated, your Loan repayment amount will be adjusted accordingly. We will contact you in advance of the arrangement coming to an end to inform you of any revised Loan repayment amount that will come into effect after the PIA ends. It is important that you contact us if you have any concerns in relation to your ability to make the increased Loan repayments as we are there to support our customers. }', 4='{type=option, value={id=8, name='General Interest Rate FAQs', order=7, label='General Interest Rate FAQs'}}'}, {id=77476889025, createdAt=1692755234503, updatedAt=1692755250987, 1='{type=string, value=Are the interest rate increases consistent with the terms and conditions of my mortgage?}', 2='{type=string, value=The level of interest rates charged on mortgage loans and the basis for the adjustment of the mortgage rate, are commercial decisions and must be made in line with the terms of the original or amended mortgage contract entered into by the customer and the original mortgage lender.

When loans are transferred to Pepper, we review the loan agreements and the related terms and conditions to ensure we fully understand our new customers contractual rights and the contractual obligations that Pepper must uphold, including the detailed provisions around interest rates.

Pepper will always respect a customers existing loan terms and conditions without exception as required by law and regulations. }', 4='{type=option, value={id=8, name='General Interest Rate FAQs', order=7, label='General Interest Rate FAQs'}}'}, {id=77459824345, createdAt=1692755234517, updatedAt=1692755254088, 1='{type=string, value=I have a Split Mortgage, how do interest rate increases affect the arrangement?}', 2='{type=string, value=Split Mortgages are a restructure of the mortgage where a portion of the Loan is moved to a warehoused Loan typically accruing zero interest and the remaining balance continues to accrue interest based on the terms of the Split Mortgage. If the interest rate on the remaining balance of your Split Mortgage is variable, any changes to the Variable Interest Rate will be notified to you in advance, providing 30 days’ notice of any interest rate change. Notification letters relating to interest rate changes will detail the reason for the change and the impact of the change on your Loan repayments.}', 4='{type=option, value={id=8, name='General Interest Rate FAQs', order=7, label='General Interest Rate FAQs'}}'}, {id=77459824346, createdAt=1692755234526, updatedAt=1692755255717, 1='{type=string, value=Does Pepper benefit from the interest rate increases?}', 2='{type=string, value=Pepper does not receive any direct economic benefit from the increase in interest rates. The interest rate increases being passed on cover the rising cost of funds being incurred by the beneficial owner of the loans, who are currently facing higher funding costs for mortgages they own.}', 4='{type=option, value={id=8, name='General Interest Rate FAQs', order=7, label='General Interest Rate FAQs'}}'}, {id=77459824347, createdAt=1692755234535, updatedAt=1695913405827, 1='{type=string, value=Has Pepper passed on more than the ECB Base rate increases to Variable Interest Rates?}', 2='{type=string, value=No. The increases to Variable Interest Rates that have been applied are less than the rate increases announced by the ECB to date.}', 4='{type=option, value={id=10, name='Variable Interest Rate Increase FAQs', order=9, label='Variable Interest Rate Increase FAQs'}}'}, {id=77459824348, createdAt=1692755234543, updatedAt=1692755260076, 1='{type=string, value=I have a Price Promise product, will my rate/payments increase when interest rates increase?}', 2='{type=string, value=Price Promise is a variable rate mortgage, that will never be more than a margin (1.4%/1.50%) over the published ECB base rate. When changing variable interest rate products, Pepper will write to you in advance, providing 30 days’ notice of any interest rate change. Notifications relating to interest rate changes will detail the reason for the change and the impact of the change on your Loan repayments.}', 4='{type=option, value={id=8, name='General Interest Rate FAQs', order=7, label='General Interest Rate FAQs'}}'}, {id=77459824349, createdAt=1692755234552, updatedAt=1692830002471, 1='{type=string, value=Can I fix my interest rate on my mortgage at Pepper?}', 2='{type=string, value=

}', 4='{type=option, value={id=8, name='General Interest Rate FAQs', order=7, label='General Interest Rate FAQs'}}'}, {id=77459824350, createdAt=1692755234561, updatedAt=1692755263906, 1='{type=string, value=How can I find out how much my new repayment will be after the rate on my account increases?}', 2='{type=string, value=You will receive correspondence from Pepper when the interest rate increase is applied to your account. This letter will notify you of the new monthly repayment amount, after the interest rate increase is implemented along with the date that the new repayment will take effect from.}', 4='{type=option, value={id=8, name='General Interest Rate FAQs', order=7, label='General Interest Rate FAQs'}}'}, {id=77459824351, createdAt=1692755234570, updatedAt=1692830013106, 1='{type=string, value=Can I switch my mortgage to another lender?}', 2='{type=string, value=

}', 4='{type=option, value={id=8, name='General Interest Rate FAQs', order=7, label='General Interest Rate FAQs'}}'}, {id=77459824352, createdAt=1692755234578, updatedAt=1692755267272, 1='{type=string, value=I currently make overpayments to my Loan by a fixed Direct Debit amount, what do I need to do if my monthly repayment increases, i.e. following interest rate increases?}', 2='{type=string, value=Your existing overpayment will remain unchanged, however, if you wish to make further additional payments or if the increase will be more than the existing overpayment amount, you should contact us on the contact details provided and we will arrange for the overpayment amount to be changed.}', 4='{type=option, value={id=8, name='General Interest Rate FAQs', order=7, label='General Interest Rate FAQs'}}'}, {id=77477042894, createdAt=1692755234591, updatedAt=1692755270005, 1='{type=string, value=Do I need to change my direct debit payment for the increased monthly payment?}', 2='{type=string, value=No, if you pay your Loan by direct debit, the new Loan repayment amount will be automatically taken when your Loan repayment changes.}', 4='{type=option, value={id=8, name='General Interest Rate FAQs', order=7, label='General Interest Rate FAQs'}}'}, {id=77477042895, createdAt=1692755296271, updatedAt=1694170426446, 1='{type=string, value=Does Pepper offer fixed rate mortgages?}', 2='{type=string, value=

www.ccpc.ie/consumers/money/mortgages/switching-lenders-or-mortgage.

For short term interest rate discounts, the discounted interest rate may also be fixed for a period of two years meaning your monthly repayment will not vary during this time.

}', 4='{type=option, value={id=9, name='Fixed Rate Mortgage FAQs', order=8, label='Fixed Rate Mortgage FAQs'}}'}, {id=77477042896, createdAt=1692755296281, updatedAt=1692755309313, 1='{type=string, value=I am currently on a fixed rate which will move to an interest rate tracking ECB at the end of the fixed rate period, what does the recent rate changes mean for me?}', 2='{type=string, value=The rate increases will not impact your Loan while you are in a fixed rate, when your fixed rate expires your interest rate will move onto the prevailing ECB interest rate. You will receive advance notification before your fixed rate is due to expire to advise you of what the new rate will be and the impact of the change on your Loan and your monthly repayment.}', 4='{type=option, value={id=9, name='Fixed Rate Mortgage FAQs', order=8, label='Fixed Rate Mortgage FAQs'}}'}, {id=77477042897, createdAt=1692755296290, updatedAt=1692755312472, 1='{type=string, value=I am currently on a fixed rate which will move to a Variable Interest Rate at the end of the fixed rate period, what does the recent rate changes mean for me?}', 2='{type=string, value=The rate increase will not impact your Loan while you are in a fixed rate, when your fixed rate expires your interest rate will move onto a Variable Interest Rate. You will receive advance notification before your fixed rate is due to expire to advise you of what the new rate will be and the impact of the change on your Loan and your monthly repayment.}', 4='{type=option, value={id=9, name='Fixed Rate Mortgage FAQs', order=8, label='Fixed Rate Mortgage FAQs'}}'}, {id=77459890894, createdAt=1692755346121, updatedAt=1692755355438, 1='{type=string, value=What is a Variable Interest Rate?}', 2='{type=string, value=Variable Interest Rates are subject to change, meaning that the interest rate can go up or down subject to a variety of factors determined by your Lender. It isn’t specifically linked to the European Central Bank’s ECB base rate, however, Lenders often change Variable Interest Rates when the ECB rate goes up or down. This means that when the ECB base rate rises or falls Pepper may either raise or reduce your current interest rate accordingly.}', 4='{type=option, value={id=10, name='Variable Interest Rate Increase FAQs', order=9, label='Variable Interest Rate Increase FAQs'}}'}, {id=77477042902, createdAt=1692755346137, updatedAt=1692755356823, 1='{type=string, value=Does Pepper have a Standard Variable Rate?}', 2='{type=string, value=No, mortgages on various interest rate products including Variable Interest Rates transferred to Pepper as part of Loan portfolio sales from many different lenders in Ireland. These interest rate products were agreed by the original lender and vary by type and by lender. }', 4='{type=option, value={id=10, name='Variable Interest Rate Increase FAQs', order=9, label='Variable Interest Rate Increase FAQs'}}'}, {id=77477042903, createdAt=1692755346150, updatedAt=1692755358650, 1='{type=string, value=Following interest rate increases announced by the ECB, will there be further increases on my Variable Rate Loan?}', 2='{type=string, value=This can be difficult to determine ahead of time given the challenging economic conditions, however it is possible that there will be further increases to Variable Interest Rates following increases in the ECB base rate. We will contact impacted customers in advance to notify of any such further interest rate increases. }', 4='{type=option, value={id=10, name='Variable Interest Rate Increase FAQs', order=9, label='Variable Interest Rate Increase FAQs'}}'}, {id=77477042904, createdAt=1692755346163, updatedAt=1693525631908, 1='{type=string, value=How are decisions made in relation to variable interest rate?}', 2='{type=string, value=

}', 4='{type=option, value={id=10, name='Variable Interest Rate Increase FAQs', order=9, label='Variable Interest Rate Increase FAQs'}}'}, {id=77477042905, createdAt=1692755346175, updatedAt=1692755361128, 1='{type=string, value=I have a Variable Rate mortgage with Pepper, what do the interest rate changes mean for my Loan?}', 2='{type=string, value=If any changes are to be made to your Variable Interest Rate, Pepper will write to you in advance, providing 30 days’ notice of any interest rate change. Notification letters relating to interest rate changes will detail the reason for the change and the impact of the change on your Loan repayments.}', 4='{type=option, value={id=10, name='Variable Interest Rate Increase FAQs', order=9, label='Variable Interest Rate Increase FAQs'}}'}, {id=77477042906, createdAt=1692755346188, updatedAt=1692755362688, 1='{type=string, value=I am concerned that I won’t be able to make the repayments in relation to the variable rate increases on my Split Mortgage?}', 2='{type=string, value=If you have a Split mortgage and are at risk of financial difficulty from the rise in variable rates, Pepper can offer a number of solutions tailored to your individual circumstances and affordability which may include a term extension, an interest rate discount or to fix the monthly payments for a specified period of time.}', 4='{type=option, value={id=10, name='Variable Interest Rate Increase FAQs', order=9, label='Variable Interest Rate Increase FAQs'}}'}, {id=77477042898, createdAt=1692755394249, updatedAt=1695911719456, 1='{type=string, value=I have an agreed Alternative Repayment Arrangement (ARA) with Pepper. How does the ECB rate increase affect the arrangement?}', 2='{type=string, value=

}', 4='{type=option, value={id=11, name='Alternative Repayment Arrangement FAQs', order=10, label='Alternative Repayment Arrangement FAQs'}}'}, {id=77477042899, createdAt=1692755394260, updatedAt=1692755407264, 1='{type=string, value=I have an agreed Personal Insolvency Arrangement with Pepper. How does the ECB rate increase affect the arrangement?}', 2='{type=string, value=

}', 4='{type=option, value={id=11, name='Alternative Repayment Arrangement FAQs', order=10, label='Alternative Repayment Arrangement FAQs'}}'}, {id=77477042900, createdAt=1692755394270, updatedAt=1692755408974, 1='{type=string, value=I have a Split Mortgage. How does this rate increase affect the arrangement?}', 2='{type=string, value=

Split Mortgages restructure your mortgage so a portion of your loan becomes a warehoused loan, typically accruing zero interest, while the remaining balance continues to accrue interest.

}', 4='{type=option, value={id=11, name='Alternative Repayment Arrangement FAQs', order=10, label='Alternative Repayment Arrangement FAQs'}}'}, {id=77477042901, createdAt=1692755430890, updatedAt=1695910095137, 1='{type=string, value=How is Pepper responding to the latest ECB decision in relation to raising interest rates? }', 2='{type=string, value=The ECB base rate increase will affect Tracker mortgage customers, where such increases are automatically passed on as part of their contract. The further 0.25% ECB base rate increase announced by the ECB on the 14th September will affect Tracker mortgage customers, where such increases are automatically passed on as part of their contract. It is likely that a further rate increase will be passed on to the majority of Variable Rate customers over the coming months. You will be notified in advance of any changes to your Variable Rate and what this change will mean for you.}', 4='{type=option, value={id=12, name='ECB Base Rate for Tracker Mortgage FAQs', order=11, label='ECB Base Rate for Tracker Mortgage FAQs'}}'}, {id=77477109456, createdAt=1692755430901, updatedAt=1692834701604, 1='{type=string, value=What is a tracker mortgage?}', 2='{type=string, value=

}', 4='{type=option, value={id=12, name='ECB Base Rate for Tracker Mortgage FAQs', order=11, label='ECB Base Rate for Tracker Mortgage FAQs'}}'}, {id=77477109457, createdAt=1692755430911, updatedAt=1692755442766, 1='{type=string, value=I have a Tracker Mortgage, what does the recent ECB Base rate change mean to my tracker mortgage?}', 2='{type=string, value=A Tracker Mortgage “tracks” the European Central Bank (ECB) base rate. This means the interest rate on your loan moves in line with the ECB base rate. ECB interest rate increase announcements will result in an increase to your interest rate.}', 4='{type=option, value={id=12, name='ECB Base Rate for Tracker Mortgage FAQs', order=11, label='ECB Base Rate for Tracker Mortgage FAQs'}}'}, {id=77477109458, createdAt=1692755430921, updatedAt=1695910712538, 1='{type=string, value=Why are ECB interest rates increasing and why is this impacting mortgage interest rates?}', 2='{type=string, value=

}', 4='{type=option, value={id=12, name='ECB Base Rate for Tracker Mortgage FAQs', order=11, label='ECB Base Rate for Tracker Mortgage FAQs'}}'}, {id=77477109459, createdAt=1692755430931, updatedAt=1692834736623, 1='{type=string, value=When will the rate changes announced by the ECB take effect on my Loan account?}', 2='{type=string, value=Pepper will write to all customers impacted to provide them with information on ECB base rate increases and what they will mean for them. For more information on the ECB base rate increase please refer to https://www.ecb.europa.eu/.}', 4='{type=option, value={id=12, name='ECB Base Rate for Tracker Mortgage FAQs', order=11, label='ECB Base Rate for Tracker Mortgage FAQs'}}'}, {id=77477109460, createdAt=1692755430941, updatedAt=1692755450445, 1='{type=string, value=How much will my payments increase by?}', 2='{type=string, value=

For guidance, please see below table outlining the indicative increase on a per €50,000 borrowed based on the latest ECB base rate increase of 0.25%.

Outstanding Balance	Monthly NMI Increase*
€50,000.00	€10.27
€150,00.00	€30.82
€250,000.00	€51.37
€300,000.00	€61.64
€350,000.00	€71.92

}', 4='{type=option, value={id=12, name='ECB Base Rate for Tracker Mortgage FAQs', order=11, label='ECB Base Rate for Tracker Mortgage FAQs'}}'}, {id=77477109461, createdAt=1692755475348, updatedAt=1692839075500, 1='{type=string, value=What should I do if I’m struggling to make my monthly commercial loan repayments?}', 2='{type=string, value=Please call our Commercial Team on 0818 882 241 as soon as possible. You have options, and we are committed to working with you to find a solution. Our team is available Monday to Friday, 9am to 5pm.}', 4='{type=option, value={id=13, name='Commercial Loan FAQs', order=12, label='Commercial Loan FAQs'}}'}, {id=77459892426, createdAt=1692755475364, updatedAt=1692834786953, 1='{type=string, value=Can I meet with someone to discuss my loan?}', 2='{type=string, value=Yes, please call us on 0818 882 241 and we will arrange a meeting in our offices, or another location that is convenient to us both. We prefer to meet in a Pepper office as this provides a secure and private environment for everyone, and we can do this in person or over video call. You may wish to bring a trusted adviser or accountant with you if you feel this would be useful. Contact us in advance if you wish to have a third party attend the meeting with you.}', 4='{type=option, value={id=13, name='Commercial Loan FAQs', order=12, label='Commercial Loan FAQs'}}'}, {id=77459892427, createdAt=1692755475374, updatedAt=1692839138624, 1='{type=string, value=What happens if I don't agree with your solution?}', 2='{type=string, value=Where a repayment arrangement cannot be agreed you are still required to meet the scheduled repayments on your commercial loan and failure to do so may result in Pepper appointing a Receiver, initiating legal proceedings or repossessing the secured property.}', 4='{type=option, value={id=13, name='Commercial Loan FAQs', order=12, label='Commercial Loan FAQs'}}'}, {id=77459892428, createdAt=1692755475384, updatedAt=1692834791520, 1='{type=string, value=How can I appeal your decision?}', 2='{type=string, value=

You have the option to appeal a decision to our dedicated SME Appeals Board if you are not satisfied with:

the withdrawal or reduction of your commercial loan,
a special term or condition required in order to provide you with an alternative arrangement,
our refusal to offer you an alternative arrangement,
your refusal to accept an alternative arrangement offered to you,
having been classified as "not co-operating"

Appeals must be submitted in writing to the Appeals Board within 20 working days from the date you are notified of a decision.

}', 4='{type=option, value={id=13, name='Commercial Loan FAQs', order=12, label='Commercial Loan FAQs'}}'}, {id=77459892429, createdAt=1692755516780, updatedAt=1692834801570, 1='{type=string, value=What should I do if I’m finding it difficult to make my monthly mortgage repayments?}', 2='{type=string, value=

We are here to help.

If you are having difficulties making your monthly mortgage repayment, please talk to us.

There are options available, and we are committed to working with you to find a solution.

Please call us on 0818 818 181.

}', 4='{type=option, value={id=14, name='Buy-to-let Mortgage FAQs', order=13, label='Buy-to-let Mortgage FAQs'}}'}, {id=77459892430, createdAt=1692755516789, updatedAt=1692755531157, 1='{type=string, value=What is an Income and Expenditure (I&E) form ?}', 2='{type=string, value=The I&E is also used for all borrowers in respect of Buy to Let (BTL) properties to obtain details of their current financial circumstances. This is a document used to obtain financial information from the borrower in order to assess their case when the borrower is no longer in the Mortgage arrears resolution process (Marp).}', 4='{type=option, value={id=14, name='Buy-to-let Mortgage FAQs', order=13, label='Buy-to-let Mortgage FAQs'}}'}, {id=77459892431, createdAt=1692755516798, updatedAt=1692755532566, 1='{type=string, value=What is the difference between the Standard Financial Statement and the Income & Expenditure form (I&E?)}', 2='{type=string, value=The information required to complete the SFS and I&E are the same.
The only difference is the SFS is used by customers in the Mortgage Arrears Resolution Process (MARP) and explains the steps in the process that are applicable to cases in the MARP and the I&E is the same document as the SFS but is for use on accounts which are outside the protections of MARP.}', 4='{type=option, value={id=14, name='Buy-to-let Mortgage FAQs', order=13, label='Buy-to-let Mortgage FAQs'}}'}, {id=77459892432, createdAt=1692755516806, updatedAt=1692755533883, 1='{type=string, value=I need help completing the Standard Financial Statement (SFS) or and Income and Expenditure (I&E) form ?}', 2='{type=string, value=

When we receive your completed SFS, our ASU will review it and we will send a copy back to you in the post.

Supporting documentation: We may also ask you to provide other documents so that we can assess your situation. These could include bank statements and proof of income.

}', 4='{type=option, value={id=14, name='Buy-to-let Mortgage FAQs', order=13, label='Buy-to-let Mortgage FAQs'}}'}, {id=77459892433, createdAt=1692755516815, updatedAt=1692834822947, 1='{type=string, value=Can I meet with someone to discuss my mortgage?}', 2='{type=string, value=

Yes, you can contact us on 0818 818 181 and we will arrange a meeting with you.

}', 4='{type=option, value={id=14, name='Buy-to-let Mortgage FAQs', order=13, label='Buy-to-let Mortgage FAQs'}}'}, {id=77477112804, createdAt=1692755560258, updatedAt=1692834835700, 1='{type=string, value=What should I do if I’m finding it difficult to make my monthly loan repayments?}', 2='{type=string, value=

There are a number of possible options available, and we’re committed to working with you to find a solution.

We’ll need to get a detailed understanding of your finances so we can find the best option for you. You can provide this information by completing the Standard Financial Statement (SFS) form.

Our resolution process is explained in detail in our Mortgage Arrears Resolution Process (MARP) booklet, which you can find here.

Alternatively, our team is available from Monday to Friday, 9am to 5pm and you can call us on 0818 818 181.

}', 4='{type=option, value={id=15, name='Mortgage Repayment FAQs', order=14, label='Mortgage Repayment FAQs'}}'}, {id=77477112805, createdAt=1692755560268, updatedAt=1692755575078, 1='{type=string, value=What is the MARP process?}', 2='{type=string, value=

The MARP stands for the Mortgage Arrears Resolution Process, it sets out how we must communicate with you and assess your situation with the aim of coming to a resolution.

Communication

The MARP booklet has a summary of our communications policy. It is important that you talk to us. The Arrears Support Unit is there to help you. Contact us.

Financial Information

Assessment

We assess the information in your completed SFS and examine your situation on its merits. We use this information to decide which alternative repayment arrangement (ARA) is best for you.

Resolution

}', 4='{type=option, value={id=15, name='Mortgage Repayment FAQs', order=14, label='Mortgage Repayment FAQs'}}'}, {id=77477112806, createdAt=1692755560276, updatedAt=1692834852186, 1='{type=string, value=What is a Standard Financial Statement (SFS)?}', 2='{type=string, value=

SFS is the document which a lender must use to obtain financial information from a borrower in order to complete an assessment of that borrower’s case.

Please see link.

}', 4='{type=option, value={id=15, name='Mortgage Repayment FAQs', order=14, label='Mortgage Repayment FAQs'}}'}, {id=77477112807, createdAt=1692755560285, updatedAt=1692755577579, 1='{type=string, value=What is an Income and Expenditure (I&E) form ?}', 2='{type=string, value=

This is a document used to obtain financial information from the borrower in order to assess their case when the borrower is no longer in the Mortgage arrears resolution process (Marp).

The I&E is also used for all borrowers in respect of Buy to Let (BTL) properties to obtain details of their current financial circumstances.

}', 4='{type=option, value={id=15, name='Mortgage Repayment FAQs', order=14, label='Mortgage Repayment FAQs'}}'}, {id=77477112808, createdAt=1692755560294, updatedAt=1692755578815, 1='{type=string, value=What is the difference between the Standard Financial Statement and the Income & Expenditure form (I&E?)}', 2='{type=string, value=The information required to complete the SFS and I&E are the same.

The only difference is the SFS is used by customers in the Mortgage Arrears Resolution Process (MARP) and explains the steps in the process that are applicable to cases in the MARP and the I&E is the same document as the SFS but is for use on accounts which are outside the protections of MARP.}', 4='{type=option, value={id=15, name='Mortgage Repayment FAQs', order=14, label='Mortgage Repayment FAQs'}}'}, {id=77477112809, createdAt=1692755560302, updatedAt=1697196808424, 1='{type=string, value=I need help completing the Standard Financial Statement (SFS) or and Income and Expenditure (I&E) form ?}', 2='{type=string, value=Start by gathering all your relevant information, including bills, receipts and documents. You should include all your basic living expenses. Completing one of these forms is useful as it may help you to think of ways to reduce your expenses and spending. Download a copy of the SFS, or download a copy of the I&E, where applicable. There are options available if you need help:

Consumer Guide to Completing the Standard Financial Statement: The Central Bank of Ireland published this guide to assist borrowers with the completion of the SFS. This guide is useful as the SFS and I&E forms we use for regulated or unregulated cases in arrears – whether for a primary residence or a BTL – require similar information. Click here to download a copy of the guide.

MyPepper: You can now fill out and submit your SFS online, which is usually quicker and easier than using paper forms. You’ll be able to save your SFS as you go, which means you can come back to it later if you need more information. When your digital SFS is complete, you simply press “submit”. Register with MyPepper to complete your SFS form online.

Speak to us: Our specialist team responsible for your mortgage can help you complete the SFS or the I&E. We provide help over the phone. Or, if you prefer to meet in person, we can arrange a suitable time and location for a meeting at our offices in Dublin or Shannon, whichever you choose, we will ensure to maintain your privacy.

Independent advice: You may prefer to seek independent advice from your financial advisor or from MABS (the Money Advice and Budgeting Service). MABS is a national, free, confidential and independent advice service for people in debt difficulties or in danger of getting into debt difficulties. The MABS Guide to the Code of Conduct on Mortgage Arrears is available at www.mabs.ie. It will help you to complete the SFS or I&E The Useful Contacts section provides details on MABS and other useful contacts.
When we receive your completed SFS, our ASU will review it and we will send a copy back to you in the post.

Supporting documentation: We may also ask you to provide other documents so that we can assess your situation. These could include bank statements and proof of income.}', 4='{type=option, value={id=15, name='Mortgage Repayment FAQs', order=14, label='Mortgage Repayment FAQs'}}'}, {id=77477112810, createdAt=1692755560310, updatedAt=1692834932283, 1='{type=string, value=Can I meet with someone to discuss my mortgage?}', 2='{type=string, value=

Yes, you can contact us on 0818 818 181 and we will arrange a meeting with you.

}', 4='{type=option, value={id=15, name='Mortgage Repayment FAQs', order=14, label='Mortgage Repayment FAQs'}}'}, {id=77459932378, createdAt=1692755560323, updatedAt=1692755582391, 1='{type=string, value=For my Primary residence, I have received an Alternative Repayment Arrangement (ARA) decline letter. Are the other options that are available to me?}', 2='{type=string, value=

There may be other options available including:

Assisted Voluntary Sale (AVS) – where you are provided with the support and assistance you need to sell your property at the best price while keeping the cost to you as low as possible.

Selling your property – where you agree to sell the property yourself and the proceeds from the sale are used to pay off your arrears and to reduce or clear your remaining mortgage balance.

Voluntary Surrender – where you agree to voluntarily hand over ownership of your property to Pepper or the third party that owns your mortgage, as the case may be.

}', 4='{type=option, value={id=15, name='Mortgage Repayment FAQs', order=14, label='Mortgage Repayment FAQs'}}'}, {id=77459932379, createdAt=1692755560332, updatedAt=1692834943744, 1='{type=string, value=I have received a letter stating I am not co-operating. Are there any options available to me?}', 2='{type=string, value=Failing to fully engage with Pepper Advantage to address the arrears may leave us with no option but to consider you as not co-operating. There may still be options available to you. Please complete an Income & Expenditure so we can complete an assessment based on your current circumstances.}', 4='{type=option, value={id=15, name='Mortgage Repayment FAQs', order=14, label='Mortgage Repayment FAQs'}}'}, {id=77459932380, createdAt=1692755609234, updatedAt=1692834951315, 1='{type=string, value=When will I get my next annual statement?}', 2='{type=string, value=

Statements will be issued at least annually, however, you can call us on 0818 818 181 or write to us at the below address to request a statement at any time.

Pepper Advantage, 4310 Atlantic Avenue, Westpark Business Campus, Shannon, Co Clare.}', 4='{type=option, value={id=1, name='General FAQs', order=0, label='General FAQs'}}'}, {id=77459932381, createdAt=1692755609245, updatedAt=1692834954149, 1='{type=string, value=How do I change my address within or outside the Republic of Ireland?}', 2='{type=string, value=For any address changes within the Republic of Ireland, please post the necessary supporting Customer Due Diligence (CDD) document(s) for your new address, along with a letter requesting the change, to Pepper Advantage, 4310 Atlantic Avenue, Westpark Business Campus, Shannon, Co Clare.

For any address changes outside of Ireland, adequate supporting Customer Due Diligence (CDD) documents must be received prior to Pepper Advantage making the address change on our loan management system.}', 4='{type=option, value={id=1, name='General FAQs', order=0, label='General FAQs'}}'}, {id=77459932382, createdAt=1692755609254, updatedAt=1692854062817, 1='{type=string, value=What is required for Customer Due Diligence (CDD) for an address change ?}', 2='{type=string, value=

A copy (i.e. picture via camera phone or scanned copy as PDF) of two of the following to include your name and home address:

Utility bill (ESB; Gas; Phone - Landline; Waste)
Bank statement
Tax notice from the Revenue Commissioners
Social Welfare document
Motor tax document
Home or motor insurance certificate or renewal notice OR

Garda Siochana / Police Officer
Regulated financial or credit institution
Practising solicitor / Notary Public
Practising Chartered or Certified Public Accountant
Justice of the Peace
Commissioner for Oaths

}', 4='{type=option, value={id=1, name='General FAQs', order=0, label='General FAQs'}}'}, {id=77459932383, createdAt=1692755609263, updatedAt=1692834967100, 1='{type=string, value=How do I update my personal data?}', 2='{type=string, value=

You can update your email and phone number on the account summary screen in the MyPepper Portal, you can register here.

}', 4='{type=option, value={id=1, name='General FAQs', order=0, label='General FAQs'}}'}, {id=77459932384, createdAt=1692755609271, updatedAt=1692834970372, 1='{type=string, value=How do I make a Data Subject Access Request?}', 2='{type=string, value=

If you wish to obtain a copy of your personal data and assuming you are the account holder, please:

Make your request in writing
Ensure that you and where applicable, any joint party making the request, authorise (i.e., sign the request).
If you place your request via telephone, we will respond in writing to acknowledge the request. However, we will not be in a position to process your request until such time as the documents required to verify your identity, as outlined below, have been received.
To establish identification (ID) and to protect the security of your personal data, we require one of the following: 2 copies of your ID and that of each party to the Loan, who are to be included in this access request, e.g., 1 passport and 1 driving licence or other acceptable photographic ID.

1 certified copy of your ID and that of each party to the Loan, who are to be included in this access request. This must be certified as a true and accurate copy by any of the following: solicitor, public representative, member of An Garda Siochana, or clergyman.
Where one party on a joint account is making the request, we only require ID from that party and information relevant to that party only will be provided to them.
If all parties on a joint account are making the request, all parties are required to provide
their ID and information for all parties will be issued in the pack to each party.

}', 4='{type=option, value={id=1, name='General FAQs', order=0, label='General FAQs'}}'}, {id=77459932385, createdAt=1692755609280, updatedAt=1712528708183, 1='{type=string, value=Can I authorise someone to deal with my account on my behalf?}', 2='{type=string, value=Yes, at your request and with your written consent, Pepper Advantage must liaise with a third party nominated by you to act on your behalf in relation to an area's situation only, should it arise. Please note, this does not prevent Pepper Advantage from contacting you directly, in relation to other matters, or issuing communications required under the Code of Conduct on Mortgage Arrears (CCMA) or other regulations directly to you.}', 4='{type=option, value={id=1, name='General FAQs', order=0, label='General FAQs'}}'}, {id=77459932386, createdAt=1692755609289, updatedAt=1692834978818, 1='{type=string, value=How do I request a redemption statement?}', 2='{type=string, value=If you require a redemption statement please contact us on 0818 818 181.}', 4='{type=option, value={id=1, name='General FAQs', order=0, label='General FAQs'}}'}, {id=77477152483, createdAt=1692755609302, updatedAt=1692834981561, 1='{type=string, value=Interest Certificate Request?}', 2='{type=string, value=

If you have received an annual statement for the previous calendar year, a breakdown of the yearly interest will be included on your statement.

}', 4='{type=option, value={id=1, name='General FAQs', order=0, label='General FAQs'}}'}, {id=77477152484, createdAt=1692755609311, updatedAt=1692834984016, 1='{type=string, value=Can I reduce the term of my mortgage?}', 2='{type=string, value=You can reduce the term of your mortgage by paying a lump sum off your mortgage and requesting in writing that the term is reduced.}', 4='{type=option, value={id=1, name='General FAQs', order=0, label='General FAQs'}}'}, {id=77477152485, createdAt=1692755609323, updatedAt=1692848376646, 1='{type=string, value=What's the difference between Interest Rate and APR?}', 2='{type=string, value=The Interest Rate is the actual rate at which interest is charged on the amount you borrow.
APR stands for Annual Percentage Rate which is the total cost of your mortgage over its term, considering the interest rate charged and any other fees.}', 4='{type=option, value={id=1, name='General FAQs', order=0, label='General FAQs'}}'}, {id=77477152486, createdAt=1692755609331, updatedAt=1692755632550, 1='{type=string, value=I have changed my home insurance. Do I need to update Pepper Advantage?}', 2='{type=string, value=

Yes, when you change your home insurance details, you should provide us with a copy of the revised policy.

You should also advise your insurance provider that you have a mortgage with Pepper Advantage. They will note our interest on your policy and provide you with what is called a letter of Indemnity.

You should forward this letter to Pepper Advantage on receiving it to confirm that our interest has been noted on the policy.

}', 4='{type=option, value={id=1, name='General FAQs', order=0, label='General FAQs'}}'}, {id=77477152487, createdAt=1692755609343, updatedAt=1692755633449, 1='{type=string, value=I have changed my life assurance policy. Do I need to update Pepper Advantage?}', 2='{type=string, value=Yes, when you change your life assurance details, you should contact us so that we can forward you a deed of assignment to be completed and returned with the original replacement policy to Pepper.}', 4='{type=option, value={id=1, name='General FAQs', order=0, label='General FAQs'}}'}, {id=77477152488, createdAt=1692755609352, updatedAt=1692834997830, 1='{type=string, value=What is the Building Insurance claims Process?}', 2='{type=string, value=

As Pepper are a notified party to any insurance policy in the unfortunate event that a claim is made on the policy, any claim funds paid will be addressed to both the borrower and Pepper.

The claim cheque should be sent to Pepper Advantage along with the below supporting documentation:

Proof of commencement of works (where applicable).
Proof of costs incurred in the repair of any loss or damage to the property and its content.
Before and after photos of the property at time of the accident (where applicable).
Report carried out by the insurer and/or loss assessor.
Engineers report if there was structural damage to the property.

For more information or to speak to someone regarding a home insurance claim please contact us on 0818 818 181.

}', 4='{type=option, value={id=1, name='General FAQs', order=0, label='General FAQs'}}'}, {id=77477152489, createdAt=1692755609360, updatedAt=1692835000607, 1='{type=string, value=I have received a home insurance cancellation letter. What is this?}', 2='{type=string, value=

The letter is prompted when Pepper receives cancellation notice from your previous insurer.

We require a copy of the new Home Insurance schedule with interest of Pepper noted.

Post to: Pepper Advantage, 4310 Atlantic Avenue, Westpark Business Campus, Shannon, Co Clare

}', 4='{type=option, value={id=1, name='General FAQs', order=0, label='General FAQs'}}'}, {id=77477152490, createdAt=1692755609369, updatedAt=1692835011039, 1='{type=string, value=How can I find out more about a Personal Insolvency Arrangement (PIA)?}', 2='{type=string, value=

Insolvent (cannot pay their bills in full as they are due).
In mortgage arrears on their principal private residence; and at risk of losing their home.
In a home that is not disproportionately large for their needs.

If you think you or someone you know may be eligible for the Scheme you can:

Contact a PIP directly, PIPs are qualified professionals, regulated by the Insolvency Services Ireland. They will carry out an eligibility assessment, or
Contact a MABS office or the MABS helpline (0818 07 2000). They will carry out a short eligibility assessment and refer the person to the appropriate service.

Find out more at www.backontrack.ie

}', 4='{type=option, value={id=1, name='General FAQs', order=0, label='General FAQs'}}'}, {id=77477152491, createdAt=1692755609377, updatedAt=1692835013603, 1='{type=string, value=Do I need to take any action if my loan is expired, and I continue to make payments by Direct Debit to the Loan?}', 2='{type=string, value=If your loan is expired i.e., the full balance is due at this time and you continue to make payments by Direct Debit, you should contact Pepper to make the necessary arrangements to amend your Direct Debit amount to include the increased interest charged as a result of the interest rate increases.}', 4='{type=option, value={id=1, name='General FAQs', order=0, label='General FAQs'}}'}, {id=77459932628, createdAt=1692755609390, updatedAt=1697651118099, 1='{type=string, value=What do I do if a party to the mortgage has passed away?}', 2='{type=string, value=

Name, address, date of birth & date of death.

We will also require your details:

Name, address, date of birth & relationship to the deceased.

Following on from your initial contact you will be required to provide the following additional information:

A copy of the death cert.
Any life assurance policy that the deceased had in place. You should contact the insurance provider, as monies paid out under a life assurance policy may repay some of, or all of the outstanding mortgage account balance.
The name of the executor of the estate (if there was a will in place)

Additional useful information that you may find beneficial in guiding you through this difficult time can be located below:

DEATH CERTIFICATES

The official site for ordering a death certificate is https://www2.hse.ie/services/births-deaths-and-marriages/order/death-certificate/

CITIZENS INFORMATION

The Citizens Information Board is where you can get information and advice on public and social services.
www.citizensinformation.ie

Tel: 0818 07 200

THE PROBATE OFFICE

The Probate Office issues Grants of Representation (You will find a list at www.courts.ie).
You can contact The Probate Office at

Probate Office,
1st Floor Phoenix House,
15-24 Phoenix Street North, Smithfield,
Dublin 7
Tel: +353 1 888 6728

MABS MONEY ADVICE AND BUDGETING SERVICE

}', 4='{type=option, value={id=1, name='General FAQs', order=0, label='General FAQs'}}'}, {id=77573677794, createdAt=1692838526200, updatedAt=1692838547581, 1='{type=string, value=I would like to change the bank account I make my direct debit payments from. How do I do this?}', 2='{type=string, value=

When completing the DDM, ensure you include the NEW IBAN number of the account to be debited and return to the address listed on the form.

}', 4='{type=option, value={id=6, name='FAQs', order=5, label='FAQs'}}'}, {id=77573677795, createdAt=1692838548192, updatedAt=1692838563672, 1='{type=string, value=Do I need to change my direct debit payment for the increased monthly payment? }', 2='{type=string, value=No, if you pay your Loan by direct debit, the new Loan repayment amount will be automatically taken when your Loan repayment changes.}', 4='{type=option, value={id=6, name='FAQs', order=5, label='FAQs'}}'}, {id=77573677796, createdAt=1692838567989, updatedAt=1692838581167, 1='{type=string, value=I currently make overpayments to my Loan by a fixed Direct Debit amount, what do I need to do if my monthly repayment increases, i.e. following interest rate increases?}', 2='{type=string, value=Your existing overpayment will remain unchanged, however, if you wish to make further additional payments or if the increase will be more than the existing overpayment amount, you should contact us on the contact details provided and we will arrange for the overpayment amount to be changed. }', 4='{type=option, value={id=6, name='FAQs', order=5, label='FAQs'}}'}, {id=77573680084, createdAt=1692838583241, updatedAt=1692838598501, 1='{type=string, value=Can I change the date my Mortgage is paid on?}', 2='{type=string, value=Yes, you can change the date you pay your mortgage by contacting us on 0818 818 181 and we will walk you through the steps to process your request.}', 4='{type=option, value={id=6, name='FAQs', order=5, label='FAQs'}}'}, {id=77573677797, createdAt=1692838598729, updatedAt=1692838611595, 1='{type=string, value=Can I change the account my mortgage is paid from? }', 2='{type=string, value=

When completing the DDM, ensure you include the NEW IBAN number of the account to be debited and return to the address listed on the form.

}', 4='{type=option, value={id=6, name='FAQs', order=5, label='FAQs'}}'}, {id=77573677798, createdAt=1692838615616, updatedAt=1692838718388, 1='{type=string, value=Can I make an Overpayment on my Mortgage?}', 2='{type=string, value=

Yes, you can make an Overpayment on your mortgage, you can use a lump sum payment to either:-

Reduce your monthly scheduled repayment amount;
To reduce your mortgage term; or
You can increase your monthly mortgage repayments and use the additional payments to reduce your term or outstanding balance.
Please contact us if you wish to discuss these options.

}', 4='{type=option, value={id=6, name='FAQs', order=5, label='FAQs'}}'}, {id=77573677799, createdAt=1692838718504, updatedAt=1692838734636, 1='{type=string, value=Can I pay by debit card and/or credit card?}', 2='{type=string, value=You can make a payment by debit card in the account holders name.

You can make a payment online by registering for the MyPepper portal by clicking here or alternatively you can call us on 0818 818 181 and we will take the payment over the phone.

Please note payments cannot be made by Credit card.}', 4='{type=option, value={id=6, name='FAQs', order=5, label='FAQs'}}'}, {id=77573680085, createdAt=1692838734808, updatedAt=1692838744800, 1='{type=string, value=Can I pay by electronic funds transfer (EFT)?}', 2='{type=string, value=

If you’d like to make an electronic funds transfer (EFT), you’ll need your IBAN & BIC numbers and your mortgage account number.

Please note if you hold more than 1 account with Pepper Advantage you will need to set up more than one payee for each account.

EFT payments can take up to 3 business days for the repayment to reach your mortgage account. Please log into MyPepper to get Peppers IBAN and BIC.

}', 4='{type=option, value={id=6, name='FAQs', order=5, label='FAQs'}}'}, {id=77573680086, createdAt=1692838744977, updatedAt=1692838756837, 1='{type=string, value=Can I pay by cheque or postal order?}', 2='{type=string, value=

Yes, to make a payment by cheque, make it payable to Pepper Advantage and write your full name and mortgage account number on the back.

Please allow ten working days for your cheque to clear.

To make a payment by postal order or a bank draft. Please ensure that you write your full name and your mortgage account number on the back. Please allow ten working days for your payment to clear.

}', 4='{type=option, value={id=6, name='FAQs', order=5, label='FAQs'}}'}, {id=77573677800, createdAt=1692838757286, updatedAt=1692838766439, 1='{type=string, value=I pay by standing order/ cheque, Bank Transfer, Debit Card what do I need to do?}', 2='{type=string, value=You will need to make the necessary arrangements to amend your payment amount when you receive the payment change notification letter.}', 4='{type=option, value={id=6, name='FAQs', order=5, label='FAQs'}}'}, {id=81439331577, createdAt=1696457996690, updatedAt=1696458100811}, {id=81426445775, createdAt=1696458012363, updatedAt=1696458012363}]

Have a question?

Here you can find a list of our most frequently asked questions.

General FAQs

When will I get my next annual statement?

How do I change my address within or outside the Republic of Ireland?

What is required for Customer Due Diligence (CDD) for an address change ?

How do I update my personal data?

How do I make a Data Subject Access Request?

Can I authorise someone to deal with my account on my behalf?

How do I request a redemption statement?

Interest Certificate Request?

Can I reduce the term of my mortgage?

What's the difference between Interest Rate and APR?

I have changed my home insurance. Do I need to update Pepper Advantage?

I have changed my life assurance policy. Do I need to update Pepper Advantage?

What is the Building Insurance claims Process?

I have received a home insurance cancellation letter. What is this?

How can I find out more about a Personal Insolvency Arrangement (PIA)?

Do I need to take any action if my loan is expired, and I continue to make payments by Direct Debit to the Loan?

What do I do if a party to the mortgage has passed away?

Payment FAQs

What is a Direct Debit payment?

How can I amend or cancel a Direct Debit?

I would like to change the bank account I make my direct debit payments from. How do I do this?

Do I need to change my direct debit payment for the increased monthly payment?

I currently make overpayments to my Loan by a fixed Direct Debit amount, what do I need to do if my monthly repayment increases, i.e. following interest rate increases?

Can I change the date my Mortgage is paid on?

Can I change the account my mortgage is paid from?

Can I make an Overpayment on my Mortgage?

Can I pay be debit card and/or credit card?

Can I pay by electronic funds transfer (EFT)?

Can I pay by cheque or postal order?

I pay by standing order/ cheque, Bank Transfer, Debit Card what do I need to do?

Mortgage Repayment FAQs

What should I do if I’m finding it difficult to make my monthly loan repayments?

What is the MARP process?

What is a Standard Financial Statement (SFS)?

What is an Income and Expenditure (I&E) form ?

What is the difference between the Standard Financial Statement and the Income & Expenditure form (I&E?)

I need help completing the Standard Financial Statement (SFS) or and Income and Expenditure (I&E) form ?

Can I meet with someone to discuss my mortgage?

For my Primary residence, I have received an Alternative Repayment Arrangement (ARA) decline letter. Are the other options that are available to me?

I have received a letter stating I am not co-operating. Are there any options available to me?

Buy-to-let Mortgage FAQs

What should I do if I’m finding it difficult to make my monthly mortgage repayments?

We are here to help.

What is an Income and Expenditure (I&E) form ?

What is the difference between the Standard Financial Statement and the Income & Expenditure form (I&E?)

I need help completing the Standard Financial Statement (SFS) or and Income and Expenditure (I&E) form ?

Can I meet with someone to discuss my mortgage?

Commercial Loan FAQs

What should I do if I’m struggling to make my monthly commercial loan repayments?

Can I meet with someone to discuss my loan?

What happens if I don't agree with your solution?

How can I appeal your decision?

ECB Base Rate for Tracker Mortgage FAQs

How is Pepper responding to the latest ECB decision in relation to raising interest rates?

What is a tracker mortgage?

I have a Tracker Mortgage, what does the recent ECB Base rate change mean to my tracker mortgage?

Why are ECB interest rates increasing and why is this impacting mortgage interest rates?

When will the rate changes announced by the ECB take effect on my Loan account?

How much will my payments increase by?

Alternative Repayment Arrangement FAQs

I have an agreed Alternative Repayment Arrangement (ARA) with Pepper. How does the ECB rate increase affect the arrangement?

I have an agreed Personal Insolvency Arrangement with Pepper. How does the ECB rate increase affect the arrangement?

I have a Split Mortgage. How does this rate increase affect the arrangement?

Variable Interest Rate Increase FAQs

Has Pepper passed on more than the ECB Base rate increases to Variable Interest Rates?

What is a Variable Interest Rate?

Does Pepper have a Standard Variable Rate?

Following interest rate increases announced by the ECB, will there be further increases on my Variable Rate Loan?

How are decisions made in relation to variable interest rate?

I have a Variable Rate mortgage with Pepper, what do the interest rate changes mean for my Loan?

I am concerned that I won’t be able to make the repayments in relation to the variable rate increases on my Split Mortgage?

Fixed Rate Mortgage FAQs

Does Pepper offer fixed rate mortgages?

I am currently on a fixed rate which will move to an interest rate tracking ECB at the end of the fixed rate period, what does the recent rate changes mean for me?

I am currently on a fixed rate which will move to a Variable Interest Rate at the end of the fixed rate period, what does the recent rate changes mean for me?

General Interest Rate FAQs

Do I need to change my direct debit payment for increases to my monthly payments?