My wife and I had a experience refinancing our home loan with Pepper Money. Even though I had a bad credit rating, they were understanding, professional and worked with me to find a solution tha... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
My experience was so helpful Susan was kind understanding and very professional. Susan explained everything very clearly, she also gave me options that suited me best in regards to my situation. I Hig... See more
Company replied
My lending specialist Catherine and her colleague Divya made our loan journey a breeze. They gave us a very smooth end to end loan experience without any stress or hassles. I will definitely recommend... See more
Company replied
Pepper Money is by far the best bank for all your lending needs because they treat you like a human and not a number. Have options if things change regarding your circumstances and have solutions th... See more
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Company details
Written by the company
We were established in 2000 to help Australians achieve their financial dreams by providing flexible financial solutions that factor in the ups and downs of real life. Since then, we’ve become one of the largest, most trusted, and award-winning non-bank lenders in Australia and New Zealand.
Contact info
Australia
- www.peppermoney.com.au
4.7
Excellent
946 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 87% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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The customer service representative was very courteous
The customer service representative was patient and helpful. Even when providing bad news, she was empathetic. Overall, I achieved 2 of the 3 things I was hoping to achieve.
2 September 2026
Unprompted review
Reply from Pepper Money Australia
Hi Jeffrey,
Thank you for taking the time to share your feedback. We're pleased to hear that our team member was able to assist you with patience, courtesy and empathy throughout your experience, even when delivering difficult news.
While we're sorry we weren't able to help you achieve everything you had hoped for, we're glad we could assist with some of your goals and provide support along the way. We appreciate your kind words and thank you for choosing Pepper Money.
Kind Regards,
Ceejay
Simon was excellent! 👍
Simon was excellent! Very professional, compassionate and was able to suggest a number of useful options to help me out. I feel very comfortable in working with Simon further and highly reccomend him for the quality service that he provided. Thanks Simon, your assistance was most appreciated!
2 September 2026
Unprompted review
Reply from Pepper Money Australia
Hi Phillip,
Thank you for your kind feedback. We're thrilled to hear that Simon provided professional and compassionate service while helping you explore suitable options. We appreciate your recommendation and will be sure to share your comments with Simon.
Kind regards,
Mile
Simon was friendly and knowledgeable
Simon was friendly and knowledgeable, and assisted with what was required in a prompt and professional manner.
1 September 2026
Unprompted review
Reply from Pepper Money Australia
Hi Trudy,
Thank you for sharing your experience. We're pleased to hear Simon provided friendly, knowledgeable service and was able to assist you efficiently. Your feedback is greatly appreciated, and we will be sure to pass this on to Simon.
Kind regards,
Mile
Information sort
Michael assisted quickly coming to a result that worked for us
31 August 2026
Unprompted review
Reply from Pepper Money Australia
Thank you for your review, Ange. We're delighted to hear that Michael was able to assist you promptly and help find a solution that met your needs. We understand how important it is to receive timely support and clear guidance, and it's wonderful to know that your experience reflected that. We'll be sure to pass your kind feedback on to Michael. Thank you for choosing Pepper Money and for taking the time to share your experience.
Kind Regards,
Ceejay
They made it to understand
31 August 2026
Unprompted review
Reply from Pepper Money Australia
Hi Andy,
Thank you for your review.
Kind regards,
Mile
Pepper money gave me a second chance...
My wife and I had a experience refinancing our home loan with Pepper Money. Even though I had a bad credit rating, they were understanding, professional and worked with me to find a solution that suits my situations.
The whole process was smooth, straightforward and stress free. I really appreciate the support and the effort from the team in helping us refinance our home loan when other options seems difficult.
Highly recommend Pepper Money to anyone who may have a less than perfect credit history and is looking for a second chance.
Thank you Pepper Money
30 August 2026
Unprompted review
Reply from Pepper Money Australia
Hi John and Jessie,
Thank you so much for sharing your experience. We're delighted to hear that you both had a smooth and stress-free refinancing journey with Pepper Money. We understand that everyone's circumstances are unique, and we're proud that our team could work with you to find a solution. Your kind words about our understanding, professionalism, and support mean a great deal to us.
Kind regards,
Mile
Reply from Pepper Money Australia
Hi Steven,
Thank you for your review and giving us 5-stars!
Kind regards,
Mile
Disappointing Post-Settlement Experience – Poor System Integration & Support
"We recently refinanced multi-property home loans through Pepper Money, expecting a professional non-bank lending experience. While the pre-settlement approval process was reasonable, the post-settlement customer support and onboarding systems have been completely unacceptable.
Immediately following settlement, we encountered systemic issues setting up basic online account access. Access credentials and access links failed to function, leaving us with zero visibility over our accounts, balances, or sub-account features. Despite filling out and returning required paperwork (including Business Access Nomination forms) and contacting customer support multiple times, the resolution process has been agonizingly slow and repetitive.
When managing trust-held investment properties, instant portal access and transparent financial management are non-negotiable. Being left completely in the dark after loan settlement while jumping through endless administrative hoops shows a major gap between Pepper’s sales front and their post-settlement operations.
If you are refinancing complex multi-property or trust portfolios, be prepared for severe administrative friction and poor post-settlement portal access."
26 August 2026
Unprompted review
Reply from Pepper Money Australia
Hi Anthony, thank you for taking the time to share your feedback. We're sorry to hear that your post-settlement experience was frustrating and that access to your online portal took longer than expected. We understand how important it is to have visibility over your loan accounts, especially when managing a trust structure.
We've reviewed the information available and can see that portal access has now been established. For loans held by corporate or trust entities, an authorised person must first be nominated and approved to act on behalf of the entity before access can be provided. While additional verification requirements apply, we understand that this process took longer than it should have, and we apologise for the inconvenience caused.
Thank you for bringing this to our attention. Your feedback is valuable and helps us identify opportunities to improve. If there's anything further we can assist with, please send us a private message or contact our Customer Service team.
Kind Regards,
Ceejay
I spoke to Michael 26 August…
I spoke to Michael 26 August ..absolutely amazing customer service
He explained everything i needed to know with our situation..
I appreciate your time Michael ..
An asset to your company
26 August 2026
Unprompted review
Reply from Pepper Money Australia
Thank you for taking the time to share your experience, Emilia. We're so pleased to hear that Michael was able to provide the support and information you needed. Buying or managing a home loan can sometimes feel overwhelming, so it's great to know he helped make things clearer for you. We appreciate your kind words and thank you for choosing Pepper Money.
Kind Regards,
Ceejay
Made everything about lending easy
Made everything about lending easy, even as a small business owner, everything went very smooth, the agent Sheryl was super responsive and helpful. Couldn’t fault my experience.
24 August 2026
Unprompted review
Reply from Pepper Money Australia
Thank you for sharing your experience, James. We're delighted to hear that the lending process felt straightforward and smooth for your business needs. It's also wonderful to know that Sheryl was able to provide responsive and helpful support throughout the journey. We truly appreciate you taking the time to leave a review and thank you for choosing Pepper Money.
Kind Regards,
Ceejay
Reply from Pepper Money Australia
Thank you for your review, Chris. We're pleased to hear that you had a fast and positive experience with us. We appreciate you taking the time to share your feedback and thank you for choosing Pepper Money. We look forward to assisting you again whenever you need us.
Kind Regards,
Ceejay
Reply from Pepper Money Australia
Hi Momin,
Thank you for your review and 5-stars!
Kind regards,
Mile
Reply from Pepper Money Australia
Thank you for your kind words, Clinton. We're grateful for the opportunity to assist with your lending needs and are pleased to hear you've had a positive experience with both our service and rates. We appreciate you taking the time to share your feedback and for choosing Pepper Money.
Kind Regards,
Ceejay
Dysfunctional…
Online banking is flaky and pathetic. They love to over communicate via snail and email, but half the time the communications are erroneous. They draw the wrong mortgage payment amount from the Offset account two months in a row, and send me an email telling me to pay the right amount or it could impact my credit rating. Wife spent 30 mins talking to Helpdesk and still wasn’t convinced she’d resolved anything. They couldn’t organise a proverbial in a brothel.
14 August 2026
Unprompted review
Reply from Pepper Money Australia
Dear Richard,
Thank you for sharing your experience. We're sorry to hear about the issues you've encountered and understand how frustrating it must be when repayment amounts and account communications don't align with your expectations.
We also appreciate the time your wife spent speaking with our team and regret that the experience did not leave you feeling confident that the matter would be resolved.
We'd like the opportunity to investigate this further and work towards a resolution.
Please contact our Customer Service team on 137 377 or send us an email at customercare@pepper.con.au with your information so we can review your account and provide further assistance. Your feedback is important to us, and we're committed to supporting you.
Kind Regards,
Ceejay
This is our 4th investment loan with…
This is our 4th investment loan with pepper 🌶️ money 💰 in the last 12 months. They have been easy to work with & have supported us building a property portfolio for our families future. Thanks for helping us Pepper Money!! 10/10.
12 August 2026
Unprompted review
Reply from Pepper Money Australia
Hi Josh,
Thank you for your continued trust and support. We're thrilled to have been part of your property journey and to help you reach your investment goals. It means a lot to know we've made the process easy and supportive along the way. We look forward to assisting you again in the future. Thanks for choosing Pepper Money!
Kind Regards,
Ceejay
Shoutout to Simon
Shoutout to Simon for being so helpful, understanding and thorough. Truly deserves more than 5 stars!!! Thank you Simon for your assistance!
11 August 2026
Unprompted review
Reply from Pepper Money Australia
Hi Brooke,
We're delighted to hear that Simon was so helpful, understanding, and thorough throughout your experience. We'll be sure to pass on your kind words and recognition to him.
Kind regards,
Mile
Currently going through a difficult…
Currently going through a difficult time, where I never thought I would have to ask for help. I was able to speak with a representative Jose who was kind, empathetic of my current situation. Jose took the time to listen and provide options to help my current circumstances. Thank you Jose for your help and understanding
11 August 2026
Unprompted review
Reply from Pepper Money Australia
Hi Natasha,
Thank you for sharing your experience. We're sorry to hear you're going through a difficult time, but we're happy that Jose was able to provide the support and understanding you needed and took the time to listen, show empathy, and work through options to assist with your circumstances. We'll be sure to pass on your kind words and recognition. Thank you for trusting Pepper Money during this challenging time.
Kind regards,
Mile
There is a reason they are the last resort for all brokers
The amount of 5 star reviews here are very clearly purchased. This bank is the last resort bank of every broker. They are the worst to deal with, have very high rates but will get you your loan. I have had many dealings with pepper recently so below are a few of my experiences.
I called to ask for my loan statements. After providing each account number and guaranteed I would receive them it took 4 phone calls and over an hour of my time for the most simple request. Each time I spoke with a different assistant who confidently told me they were doing it. They were wrong.
On the 4 occasions my interest rate increased this year my weekly repayment immediately increased however for the first time 2 out of 4 of my loans had a decrease in interest rate of 0.03% and is taking two months before any payments are changing. I was told the billing cycle is monthly however I am still waiting to see any drop in my weekly repayments. I have been told it takes 2 months to come into effect.
Now knowing phone calls are hopeless, I put an enquiry through the website. This took almost a week to be responded to. In the email chain I was quickly directed to the retention team so I asked for the email address. Not even this request was easy. I had to email assistance then customer care before I was provided the email adress.
Also want to mention the website will give you suggestions on possibilities if you are struggling to pay your loan however if you signed a contract you cannot for example have the $10 per month per account keeping fee removed and if you do go for hardship it will go against your credit rating. Definitely no chance of receiving a interest rate decrease.
All in all the contracts are hard to get out of, the rates increase more times then the central banks increase, all staff seem friendly however noone actually answers your questions.
Definitely would not recommend even if your broker tells you can refinance elsewhere after a year, they are most likely lying
1 July 2026
Unprompted review
Reply from Pepper Money Australia
Hi Charles,
We're sorry to hear about your experience and the frustration caused by delays, communication issues, and the service you received. We appreciate you taking the time to raise these concerns and would welcome the opportunity to review them further. Please email your loan number to cx@pepper.com.au so we can investigate and assist.
Kind regards,
Mile
Hardship arrangement
Lisa at Pepper Money dealt with my request for a hardship arrangement. She was able to help me out immediately. I really appreciate it and I give her a big Thank You.
6 August 2026
Unprompted review
Reply from Pepper Money Australia
Dear Louie,
Thank you for taking the time to share your experience. We're pleased to hear Lisa was able to assist you promptly and provide support when you needed it most. We'll be sure to pass on your kind feedback. Thank you for choosing Pepper Money.
Kind Regards,
Ceejay G.
The girl I spoke to was lovely and she…
The girl I spoke to was lovely and she helped me come up with a fast resolution to assist me with my situation. very easy to deal with.
5 August 2026
Unprompted review
Reply from Pepper Money Australia
Hi Jordan,
Thank you for your kind feedback! We're glad to hear that our team member was able to provide a fast resolution to help you with your situation.
Kind regards,
Mile
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