Customer Service Policy

If you think we have let you down in any way, or our service is not what you had expected (even if it is through a Mortgage Broker), please tell us so we can help.

Pepper Homeloans wishes to be honest and act fairly at all times. So we appreciate any suggestions for improvement and seek to handle any complaints as quickly as possible and resolve any errors.

Pepper Homeloans belongs to the Mortgage & Finance Association of Australia that comprises individuals and organisations Australia-wide.

We abide by the Association’s Code of Practice, which complements the National Credit Code, the Trade Practices Act and other Fair Trading legislation.

We undertake to quickly reply to you within receipt of any suggestion or complaint. When it comes to complaints, we will always try to resolve the dispute.

You can make suggestions or lodge complaints in several ways:

By Phone
Simply call 1800 PEPPER (1800 737 737) and ask for the Customer Relations Manager.

By Mail
Please send us the full details of your complaint together with any supporting documents and an explanation of what you want us to do. Your letter will be directed to the appropriate person. Initially, send your letter and relevant documentation to:

Customer Relations Manager
Pepper Homeloans Pty Ltd
PO Box 6186
NORTH SYDNEY NSW 2060

By Fax
You may wish to fax the material to (02) 9463 4666

By Email
Email us at sales@pepperhomeloans.com.au


What if you are not satisfied with the final decision?

We expect that our philosophy, spirit and internal procedures will deal fairly and promptly with your suggestions and complaints. However, if you are not satisfied with our final decision you can have the matter resolved externally. For example, by mediation, arbitration or by legal action.

You can also raise certain complaints directly with the Credit Ombudsman. The Credit Ombudsman can investigate and resolve disputes of up to $250,000


How to complain to the Credit Ombudsman

This service is free to you. You can lodge your complaint by phone, fax or mail.

Credit Ombudsman Service Limited

PO Box A252 Sydney South NSW1235
Level 7, 287 Elizabeth Street
Sydney NSW 2000
Phone: 1800 138 422 or 02 9273 8400
Fax: 02 9261 2798
Email: info@creditombudsman.com.au
Website: www.creditombudsman.com.au