Pepper Money Limited

Financial Ombudsman decision DRN-5195408 Upheld

Upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Tue Feb 11deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Treatment in financial difficulty, Complaint handling

In the Ombudsman’s words

Ms B complains that UK Mortgage Lending Ltd, trading as Pepper Money, treated her poorly and didn’t offer her appropriate support with her second charge mortgage (secured loan) when she was in financial difficulty.Treatment in financial difficulty

Pepper Money agreed an arrangement to repay the loan arrears with Ms B in September 2021. It then wanted to understand Ms B’s situation before seeing whether it could offer her further concessions, such as arrangements for reduced payments to be made.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5195408.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.