Review Time
Discriminate against disabilities
Very Discriminate against disabilities and also leaves you on hold for no reason at all.
Complaints team are as much use as a chocolate teapot.
Also got the police to cut the door open last year too.
Discriminate against disabilities Very Discriminate against disabilities and also leaves you on hold for no reason at all. Complaints team are as much use as a chocolate teapot. Also got the police to cut the door open last year too.
I had the pleasure of dealing with Katie Roberts for a decision in principle for my client where I needed an exception to standard policy. Katie explained what may be possible and we managed to get the exception approved in around an hour. I was expecting to have to wait until tomorrow, but received confirmation from Pepper and Katie herself via email at 5.10pm. Great service all round.
I’ve been with Pepper Money for 8 years now and so far, could not fault them. They were very helpful when I was ill and my income reduced and were very helpful with making sure I got back on track when things got really tough. However, back in August, I requested to switch to fixed rate for 3 years instead of variable. This was accepted, with the rate switching at the end of October. I paid the monthly amount stated every month on time but today got a letter stating my interest rate is changing as per my agreement.When I phoned up customer services, they said they have no record of this. I emailed across the proof and they still say they have no record of this, so it will need to be reviewed by the head office.I was made to feel like I was lying because I was repeatedly told they have no record of this and it would have to be referred. After I insisted that I had phoned them about the product transfer as well, they suddenly found a record of a phone call I made in September, but still stated there is no record of the product transfer request or indeed the acceptance.I have also made a complaint. On the whole, this has tainted my experience of Pepper Money as up until now I have found them to be nothing but helpful and kind, making sure I felt like a valued customer, not just a number on a system.UPDATE (27/01/2026): I had a very helpful phone call from the complaints department and my complaint has been upheld... there was an administrative error on their part. Still a very stressful situation, but I am just grateful that it has now hopefully been resolved.
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