Your Right to Complain

You have a right to make a complaint regarding a Pepper product or service. We seek to resolve any concerns or complaints fairly and promptly. Our complaints procedure includes that complaints will be recorded, investigated and resolved. Should you wish to make a complaint in relation to your business with Pepper Asset Servicing, you can contact us by telephone on 1890 551 504 or write to us at:

 
Complaints Department,
Pepper Asset Servicing,
PO Box 687,
Shannon,
Co. Clare.
 

Summary of our procedure

Where you make a verbal complaint, we will offer you the opportunity to have your complaint handled in accordance with our written complaints process outlined below.  

Where you make a written complaint, we will acknowledge your complaint in writing within 5 business days of receiving it and we will provide you with the name of a contact person in relation to your complaint.  

We will provide you with regular written updates on the progress of the investigation of your complaint at intervals of not more than 20 business days from the date on which your complaint was made.  

We will attempt to resolve your complaint within 40 business days.  If your complaint is not resolved within 40 business days, we will inform you of the anticipated timeframe within which we hope to resolve your complaint.  

We will inform you in writing of the outcome of our investigation within 5 business days of the completion of the investigation.  

If we have not resolved your complaint within 40 business days, you have the option to refer the matter for review to the relevant Ombudsman. We will provide you with their contact details. Further information is available on their websites, referenced below.

 

(i)  Financial Services and Pensions Ombudsman:

You may refer your complaint to the FSPO. Information on the FSPO is available at www.fspo.ie

Financial Services and Pensions Ombudsman

Lincoln House,

Lincoln Place,

Dublin 2,

Tel :  (01) 567 7000              

Email: info@fspo.ie

Website: www.fspo.ie

 

(ii) Financial Ombudsman Service (FOS):

If your lender is a member of the scheme operated by the FOS in the UK, you will also have the right to refer your complaint there.  Information on FOS, is available at www.financial-ombudsman.org.uk               

The Financial Ombudsman Service

Exchange Tower

London E14 9SR

United Kingdom 

Tel (Inside the UK): 0800 023 4 567

Tel (Outside the UK): +44 20 7964 0500           

Online Complaint Form: https://help.financial-ombudsman.org.uk/help

Website: www.financial-ombudsman.org.uk

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