Our complaints process
If we haven’t met your expectations and you’d like to make a formal complaint, please let us know. We’ll do our best to make it right.
Here's our process:
1. Let us know
Tell us what’s gone wrong and one of our team will aim to be in contact with you within one business day.
How you can let us know there’s a problem.
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Call us
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Your first point of contact can be our customer service team, who are ready to help. They’re available 8:00am to 6:00pm, Monday to Friday AEST/AEDT.
Phone 137 377
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Let us know online
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Send us your complaint online.
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Email us
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Send us a letter
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Customer Service Team
Pepper Money
PO Box 6186
North Sydney
NSW 2060
2. Escalate to our complaints team
We will try to sort things out for you but if we can’t resolve things within five days, then we’ll get help from our dedicated complaints team.
If you want, you can contact the complaints team directly by emailing customerresolutions@pepper.com.au.
3. We resolve the problem
Our aim is to sort out any complaints on the spot.
However, if this means we need to do some investigating, or consult with a team manager or other department, it might take a day or so, in which case we’ll let you know.
What if you’re not satisfied with the outcome?
If you’re still not happy with our final response or with our handling of your complaint, you can get in touch with our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).
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Online
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Phone
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1800 931 678 (free call)
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Email
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Send us a letter
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Australian Financial Complaints Authority
GPO Box 3
Melbourne
VIC 3001
For more information, you can also download a copy of our complaints handling policy.
Customers in need of extra help and support
If you’re experiencing family, domestic, or elderly violence or abuse, including financial abuse, we have a specialist team who can help you manage your finances. They can be contacted on 1800 185 914 between 8am to 6pm AEST/AEDT Monday to Friday or you can email us at assist@pepper.com.au.
If a natural disaster (such as bushfire or floods or similar) has affected you, please call us on 1800 185 914 Australia / 0800 466 108 New Zealand between 8am - 6pm (AEST/AEDT) Monday to Friday or get in touch by email on assist@pepper.com.au to talk about options to help you manage your finances.
We understand it can feel hard to reach out if you are feeling vulnerable. If you tell us you are in a vulnerable or difficult situation, we will try and help by:
- Keeping the number of times that you need to disclose information to us about your situation to a minimum;
- Refer you to specialist services if you ask us to;
- Treat you with care, sensitivity, compassion and respect;
- Put your safety first by protecting sensitive, private and confidential information;
- Work with you to find safe ways to communicate with you.
We care about what you have to say
If you have a concern, complaint, or any feedback at all - then please tell us about it. We’re here to help and we want to hear from you.
