Have a question?

Statements will be issued at least annually, however, you can call us on 0818 818 181 or write to us at the below address to request a statement at any time.

A copy (i.e. picture via camera phone or scanned copy as PDF) of two of the following to include your name and home address: 

• Utility bill (ESB; Gas; Phone - Landline; Waste)
• Bank statement
• Tax notice from the Revenue Commissioners
• Social Welfare document
• Motor tax document
• Home or motor insurance certificate or renewal notice OR

Certified proof of address documents is also accepted. In this instance, and only 1 certified proof of address is required. An original proof of address document via post will also be accepted. A certified copy must be certified by one of the following professionals:

• Garda Siochana / Police Officer
• Regulated financial or credit institution
• Practising solicitor / Notary Public
• Practising Chartered or Certified Public Accountant
• Justice of the Peace
• Commissioner for Oaths

You can update your email and phone number on the account summary screen in the MyPepper Portal,  you can register here.

If you have identified personal data, or any other data, that is incorrect through correspondence received or information provided by us in relation to you, we will amend it as soon as we are notified. You can notify us by calling us on 0818 818 181 or by writing to us at Pepper Advantage, 4310 Atlantic Avenue, Westpark Business Campus, Shannon, Co Clare.

If you wish to obtain a copy of your personal data and assuming you are the account holder, please:

• Make your request in writing
• Ensure that you and where applicable, any joint party making the request, authorise (i.e., sign the request).   
• If you place your request via telephone, we will respond in writing to acknowledge the request. However, we will not be in a position to process your request until such time as the documents required to verify your   identity, as outlined below, have been received.       
• To establish identification (ID) and to protect the security of your personal data, we require one of the following: 2 copies of your ID and that of each party to the Loan, who are to be included in this access request, e.g., 1 passport and 1 driving licence or other acceptable photographic ID.

OR

• 1 certified copy of your ID and that of each party to the Loan, who are to be included in this access request. This must be certified as a true and accurate copy by any of the following: solicitor, public representative, member of An Garda Siochana, or clergyman.
• Where one party on a joint account is making the request, we only require ID from that party and information relevant to that party only will be provided to them.
• If all parties on a joint account are making the request, all parties are required to provide
• their ID and information for all parties will be issued in the pack to each party.  

If you have received an annual statement for the previous calendar year, a breakdown of the yearly interest will be included on your statement.

If you are not in receipt of a statement, or the statement does not cover the period from January to December in the previous year, please contact us to request one which will outline the interest paid for that calendar year.  

Yes, when you change your home insurance details, you should provide us with a copy of the revised policy.

You should also advise your insurance provider that you have a mortgage with Pepper Advantage. They will note our interest on your policy and provide you with what is called a letter of Indemnity.

You should forward this letter to Pepper Advantage on receiving it to confirm that our interest has been noted on the policy.

As Pepper are a notified party to any insurance policy in the unfortunate event that a claim is made on the policy, any claim funds paid will be addressed to both the borrower and Pepper.

The claim cheque should be sent to Pepper Advantage along with the below supporting documentation:

• Proof of commencement of works (where applicable).
• Proof of costs incurred in the repair of any loss or damage to the property and its content.
• Before and after photos of the property at time of the accident (where applicable).
• Report carried out by the insurer and/or loss assessor. 
• Engineers report if there was structural damage to the property.

 For more information or to speak to someone regarding a home insurance claim please contact us on 0818 818 181.

The letter is prompted when Pepper receives cancellation notice from your previous insurer.

We require a copy of the new Home Insurance schedule with interest of Pepper noted.

Post to: Pepper Advantage, 4310 Atlantic Avenue, Westpark Business Campus, Shannon, Co Clare

The purpose of the PIA is to help people in serious arrears to find the best available solutions, with the help of professionals who have expert knowledge of mortgages, insolvency, bankruptcy and/or repossession.
The PIA has been set up to help borrowers who are :

• Insolvent (cannot pay their bills in full as they are due).

• In mortgage arrears on their principal private residence; and at risk of losing their home.

• In a home that is not disproportionately large for their needs.

You are only eligible to seek a PIA if : You have co-operated under a mortgage arrears process for a period of 6 months with your secured creditor in respect of  your principal private residence and the  result was that no alternative repayment arrangement was agreed or the secured  creditor confirmed it would not put in  place such an arrangement. In total, just over 800 PIAs were completed and agreed in Ireland in 2022.

If you think you or someone you know may be eligible for the Scheme you can:

• Contact a PIP directly, PIPs are qualified professionals, regulated by the Insolvency Services Ireland.  They will carry out an eligibility assessment, or
• Contact a MABS office or the MABS helpline (0818 07 2000). They will carry out a short eligibility assessment and refer the person to the appropriate service.

Find out more at www.backontrack.ie 

Bereavement Support - You can notify us of a bereavement by telephone 0818 818 181, our lines are open between 9am to 5pm Monday to Friday excluding bank holidays and public holidays where our dedicated team are available to guide you during this difficult time, alternatively you can write to us at Pepper Advantage, 4310 Atlantic Avenue, Westpark Business Campus, Shannon, Co Clare.

Before you get in contact you will need the following details of the deceased person, this is required to locate their account.  

• Name, address, date of birth & date of death.

We will also require your details: 

• Name, address, date of birth & relationship to the deceased.  

Following on from your initial contact you will be required to provide the following additional information:

• A copy of the death cert.       
• Any life assurance policy that the deceased had in place.  You should contact the insurance provider, as monies paid out under a life assurance policy may repay some of, or all of the outstanding mortgage account balance.
• The name of the executor of the estate (if there was a will in place)

You can notify us of a bereavement by telephone 0818 818 181, our lines are open between 9am to 5pm Monday to Friday excluding bank holidays and public holidays where our dedicated team are available to guide you during this difficult time, alternatively you can write to us at Pepper Advantage, 4310 Atlantic Avenue, Westpark Business Campus, Shannon, Co Clare.

Additional useful information that you may find beneficial in guiding you through this difficult time can be located below:

DEATH CERTIFICATES

The official site for ordering a death certificate is https://www2.hse.ie/services/births-deaths-and-marriages/order/death-certificate/ 

CITIZENS INFORMATION

The Citizens Information Board is where you can get information and advice on public and social services.
www.citizensinformation.ie

Tel: 0818 07 200

THE PROBATE OFFICE

The Probate Office issues Grants of Representation (You will find a list at www.courts.ie).
You can contact The Probate Office at

Probate Office,
1st Floor Phoenix House,
15-24 Phoenix Street North, Smithfield,
Dublin 7
Tel: +353 1 888 6728

MABS MONEY ADVICE AND BUDGETING SERVICE

The Money Advice and Budgeting Service (MABS) is a free, independent, confidential, and non- judgmental money advice and budgeting service for all members of the public. When a loved one passes away, this brings not only emotional trauma, but can also lead to financial challenges.
https://mabs.ie/managing-money/unexpected-life-events/bereavement-and-debt/ 

You can submit an appeal in writing to the Mortgage Appeals Board.

Mortgage Appeals Board

Pepper Advantage

4310 Atlantic Avenue

Westpark Business Campus

Shannon

Co Clare

There are a number of possible options available, and we’re committed to working with you to find a solution.

We’ll need to get a detailed understanding of your finances so we can find the best option for you. You can provide this information by completing the Standard Financial Statement (SFS) form.

Our resolution process is explained in detail in our Mortgage Arrears Resolution Process (MARP) booklet, which you can find here.

Alternatively, our team is available from Monday to Friday, 9am to 5pm and you can call us on 0818 818 181.

The MARP stands for the Mortgage Arrears Resolution Process, it sets out how we must communicate with you and assess your situation with the aim of coming to a resolution.

Under the Central Bank of Ireland’s Code of Conduct on Mortgage Arrears (the Code), Pepper Advantage implemented a 4-step process called the Mortgage Arrears Resolution Process (MARP) to help Customers whose mortgage is in arrears:

1. Communication

The MARP booklet has a summary of our communications policy. It is important that you talk to us. The Arrears Support Unit is there to help you. Contact us.

2. Financial Information

We provide you with a form to fill in, known as the Standard Financial Statement (SFS), to ensure we have a detailed understanding of your finances. You will find further details in understanding your finances. You can complete the SFS online in My Pepper if you have a Pepper mortgage.

3. Assessment

We assess the information in your completed SFS and examine your situation on its merits. We use this information to decide which alternative repayment arrangement (ARA) is best for you.

4. Resolution

There are different ARA options we explore to try to prevent you falling behind on your mortgage payments or going further into arrears. We determine which option(s) may work to provide a sustainable solution that is workable for you. There may be other solutions if the mortgage is not viable.

The Code applies to a mortgage taken out on your primary residence which is the residential property you occupy as your home or your only residential property in the State even if you don’t currently live in it.

SFS is the document which a lender must use to obtain financial information from a borrower in order to complete an assessment of that borrower’s case.

It is to make sure we have a detailed understanding of your finances, we will provide you with a form to fill in, known as the Standard Financial Statement (SFS). The SFS is designed to help you set out your current financial circumstances in detail.

Please see link.

This is a document used to obtain financial information from the borrower in order to assess their case when the borrower is no longer in the Mortgage arrears resolution process (Marp).

The I&E is also used for all borrowers in respect of Buy to Let (BTL) properties to obtain details of their current financial circumstances.

Yes, you can contact us on 0818 818 181 and we will arrange a meeting with you.

The preference is to conduct meetings in a Pepper Advantage office as this provides a secure and private environment for all parties. The meeting can be conducted in person or over video call.  You also have the option of having a nominated third party accompany you to the meeting, please contact us in advance of the meeting to confirm for a third party to be present.

There may be other options available including:

Mortgage to Rent (MTR) – where you agree to sell the mortgaged property to a housing association and the proceeds are used to pay off some or all of the balance owing on your mortgage. You and your family remain in the property as a tenant of the housing association, paying an affordable rent.

Assisted Voluntary Sale (AVS) – where you are provided with the support and assistance you need to sell your property at the best price while keeping the cost to you as low as possible.

Selling your property – where you agree to sell the property yourself and the proceeds from the sale are used to pay off your arrears and to reduce or clear your remaining mortgage balance.

Voluntary Surrender – where you agree to voluntarily hand over ownership of your property to Pepper or the third party that owns your mortgage, as the case may be.

Trade down – It applies where you sell your existing property and buy a cheaper one  Before considering this, you will need to be sure that you will have sufficient funds from the sale to buy another property or be able to get another mortgage, after paying off the mortgage on your current property. It is important to take independent legal or financial advice if you are availing of any of these options.

Where we begin legal proceedings for repossession of your property we are allowed to recover from you all the expenses that this involves. An estimated cost to you of such legal proceedings is €5,000 (and could be more).

Where your property is sold and it is not sufficient to clear the outstanding balance (including any arrears) on your mortgage, you will remain liable for the shortfall on the outstanding debt. This will include any outstanding arrears and accrued interest. You will also be liable for any charges, legal, selling and other related costs not payable by us.

We are here to help.

If you are having difficulties making your monthly mortgage repayment, please talk to us. 

There are options available, and we are committed to working with you to find a solution.
Please call us on 0818 818 181

We can try to agree an approach that will assist you in dealing with the repayments you owe. To do this, we may ask you to complete an Income and Expenditure form (I&E) to help us understand your finances. You may also be asked to provide supporting documents that we consider relevant, such as bank statements or proof of income.

Start by gathering all your relevant information, including bills, receipts and documents. You should include all your basic living expenses. Completing one of these forms is useful as it may help you to think of ways to reduce your expenses and spending. Download a copy of the I&E, where applicable. There are options available if you need help:

MyPepper: You can now fill out and submit your SFS or the I&E online, which is usually quicker and easier than using paper forms. You’ll be able to save your SFS or the I&E as you go, which means you can come back to it later if you need more information. When your digital SFS or the I&E is complete, you simply press “submit”. Register with MyPepper to complete your SFS or the I&E form online.

Speak to us: Our specialist team responsible for your mortgage can help you complete the SFS or the I&E. We provide help over the phone. Or, if you prefer to meet in person, we can arrange a suitable time and location for a meeting at our offices in Dublin or Shannon, or at your home if that would suit you better. Whichever you choose, we will ensure to maintain your privacy.

Independent advice: You may prefer to seek independent advice from your financial advisor or from MABS (the Money Advice and Budgeting Service). MABS is a national, free, confidential and independent advice service for people in debt difficulties or in danger of getting into debt difficulties. The MABS Guide to the Code of Conduct on Mortgage Arrears is available at www.mabs.ie. It will help you to complete the SFS or I&E The Useful Contacts section provides details on MABS and other useful contacts.

When we receive your completed SFS, our ASU will review it and we will send a copy back to you in the post.

Supporting documentation: We may also ask you to provide other documents so that we can assess your situation. These could include bank statements and proof of income.

Yes, you can contact us on 0818 818 181 and we will arrange a meeting with you.

The preference is to conduct meetings in a Pepper Advantage office as this provides a secure and private environment for all parties. The meeting can be conducted in person or over video call.  You also have the option of having a nominated third party accompany you to the meeting, please contact us in advance of the meeting to arrange for a third party to be present.

We may appoint a receiver to manage and sell the mortgage property or initiate legal proceedings to repossess the property.

Where we begin legal proceedings for repossession of your property, we are allowed to recover from you all the expenses that this involves. An estimated cost to you of such legal proceedings is €5,000 (and could be more).

Where your property is sold and it is not sufficient to clear the outstanding balance (including any arrears) on your mortgage, you will remain liable for the shortfall on the outstanding debt. This will include any outstanding arrears and accrued interest. You will also be liable for any charges, legal, selling and other related costs not payable by us.

You have the option to appeal a decision to our dedicated SME Appeals Board if you are not satisfied with:

• the withdrawal or reduction of your commercial loan,
• a special term or condition required in order to provide you with an alternative arrangement,
• our refusal to offer you an alternative arrangement,
• your refusal to accept an alternative arrangement offered to you,
• having been classified as "not co-operating"

Appeals must be submitted in writing to the Appeals Board within 20 working days from the date you are notified of a decision.

On the 5th June 2025, the European Central Bank (ECB) announced a 0.25% decrease in the base rate (effective 11th June 2025). If you have a tracker mortgage, the 0.25% change will be applied to your mortgage interest rate in line with the terms and conditions of your loan agreement.

A tracker mortgage is a type of mortgage where the interest rate charged on the loan tracks that of another publicly available rate, typically the interest rate set by the European Central Bank (ECB). This means the interest rate on your loan moves in line with the ECB base rate. If the ECB base rate increases or decreases, this will result in your interest rate increasing or decreasing by the same percentage.  

For more information on the ECB base rate change please refer to:  https://www.ecb.europa.eu/stats/policy_and_exchange_rates/key_ecb_interest_rates/html/index.en.html 

The ECB’s mandate is to keep prices and inflation stable. To curb inflation across the Eurozone including Ireland, the ECB increased rates over the course of 2022 and 2023. As inflation stabilised in 2024, the ECB started to reduce interest rates from June 2024.

The impact of ECB interest rate changes has affected mortgage holders with loans linked to the ECB base rate by changing the amount they will have to pay back each month.

Pepper will write to all impacted customers to provide them with information on ECB base rate changes and what they will mean for them. For more information on the ECB base rate change please refer to: https://www.ecb.europa.eu/home/html/index.en.html

Pepper will write to all customers impacted. The letter will notify you of the interest rate change and will include the effect of the latest ECB base rate change on your mortgage interest rate and your monthly loan repayments and when the change will take effect on your account. You will receive further correspondence from Pepper confirming the interest rate change has been applied to your account and your monthly loan repayments.

For guidance, please see below a table outlining the indicative decrease on a per €50,000 borrowed based on the latest ECB base rate decrease of 0.25%.

*Note: These amounts are for indicative purposes only, an interest rate change notification letter will issue to all customers impacted with information on the actual new monthly loan repayment amounts and when they will take effect.

The terms of any agreed alternative repayment arrangement (ARA) will remain in effect. However, the interest rate on your Loan may increase or decrease in line with the ECB base rate.

If you are making reduced payments as part of the ARA, your loan repayments will remain the same until the end of the reduced payment period. We will notify you at least 30 days before your ARA ends about your new repayment amount.

If you are not making reduced payments, your loan repayment will change following the interest rate increase or decrease. We are here to support you, so please contact us if you have any concerns about your ability to make repayments.

If you are currently in a Personal Insolvency Arrangement (PIA), your payment may stay as agreed. However, if the interest rate has not been fixed as part of the PIA and you have a mortgage that tracks the ECB base rate, the interest rate change will be applied to your loan account. If your PIA comes to an end or is terminated, your loan repayment amount and interest rate (where applicable) will be adjusted accordingly.

We will contact you before the arrangement comes to an end to let you know your revised loan repayment amount and interest rate (where applicable) once the PIA ends. We are here to support you, so please contact us if you have any concerns about your ability to make repayments.

Split Mortgages restructure your mortgage so a portion of your loan becomes a warehoused loan, typically accruing zero interest, while the remaining balance continues to accrue interest.

If the interest rate on the remaining balance of your Split Mortgage tracks the ECB base rate or is variable, we will notify you ahead of any changes to the Interest Rate. Your notification letter will let you know the reason for the change and its impact on your loan repayments.

Variable Interest Rates are subject to change, meaning that the interest rate can go up or down subject to a variety of factors determined by your Lender. It isn’t specifically linked to the European Central Bank’s (ECB) base rate; however, Lenders often change Variable Interest Rates when the ECB rate goes up or down. This means that when the ECB base rate rises or falls you may see your Variable Interest Rate either increase or decrease in the months following ECB base rate movements.

No, mortgages are on various interest rate products including Variable Interest Rates transferred to Pepper as part of loan portfolio sales from many different Lenders in Ireland.  These interest rate products were agreed by the original lender and vary by type and by Lender. 

Pepper as legal title holder manages interest rate decisions on behalf of the beneficial owner of the loans in relation to changes to variable interest rates. When making decisions on Variable Interest Rates, we consider a range of 6 factors as set out in our Variable Interest Rate Policy Statement. Changes to any of these factors can result in changes to Variable Interest Rates.

These factors include the mortgage funding costs (“cost of funds”) for the beneficial owner of the loan driven by wholesale interest rates.

If any changes are to be made to your Variable Interest Rate, Pepper will write to you in advance, providing advance notice of any interest rate change. Notification letters relating to interest rate changes will detail the reason for the change and the impact of the change on your Loan repayments.

If you have a mortgage and are at risk of financial difficulty, Pepper can offer a number of solutions tailored to your individual circumstances and affordability which may include a term extension, an interest rate discount or to fix the monthly payments for a specified period of time. If you are concerned about your ability to meet mortgage payments contact our team on 0818 828 828.

Pepper has not passed on more than the ECB Base rate increases announced between July 2022 and September 2023 and has passed on Variable Interest Rate changes in line with our Variable Interest Rate Policy

No, Pepper does not offer new residential mortgages in Ireland, including fixed rate options. We encourage you to regularly review your mortgage options, as another lender may have a better product available for you. For more information on switching lenders, please visit the Competition and Consumer Protection Commission’s website.

www.ccpc.ie/consumers/money/mortgages/switching-lenders-or-mortgage.

For customers experiencing financial difficulties and who may not be in a position to switch lender we offer one of the broadest ranges of temporary and longer-term forbearance solutions in the Irish market including interest only payments, term extensions, arrears capitalisations, interest rate discounts as well as several other options. As part of our forbearance solutions, we can offer fixed reduced monthly repayments and interest rate discounts, both for short term and extended periods.

For short term interest rate discounts, the discounted interest rate may also be fixed for a period of two years meaning your monthly repayment will not vary during this time.

The rate changes will not impact your loan while you are in a fixed rate. When your fixed rate expires your interest rate will move onto the prevailing ECB interest rate.  We will notify you before your fixed rate is due to expire to advise you of what the new rate will be and the impact of the change on your loan and your monthly repayment.

The rate change will not impact your loan while you are in a fixed rate. When your fixed rate expires your interest rate will move onto a Variable Interest Rate. We will notify you before your fixed rate is due to expire to advise you of what the new rate will be and the impact of the change on your loan and your monthly repayment.

We have a highly experienced team who work with customers to find solutions if they can’t meet their repayments.

We offer one of the broadest ranges of temporary and longer-term forbearance solutions in the Irish market. These solutions may include fixed reduced monthly repayments, interest only repayments, loan term extensions, arrears capitalisations or interest rate discounts.

Whether you’re having difficulty meeting your financial obligations in response to interest rate increases or rising costs of living, please contact now sooner rather than later so that we can try to help. Pepper can offer a number of solutions tailored to your individual circumstances and affordability. These may include a term extension or an interest rate discount to effectively fix the monthly payments for a specified period of time.

The terms of any agreed alternative repayment arrangement (ARA) will remain in effect. However, the interest rate on your Loan may increase or decrease in line with the ECB base rate.

If you are making reduced payments as part of the ARA, your loan repayments will remain the same until the end of the reduced payment period. We will notify you at least 30 days before your ARA ends about your new repayment amount.

If you are not making reduced payments, your loan repayment will change following the interest rate increase or decrease. We are here to support you, so please contact us if you have any concerns about your ability to make increased repayments if applicable.

If you are currently in a Personal Insolvency Arrangement (PIA), your payment may stay as agreed. However, if the interest rate has not been fixed as part of the PIA and you have a mortgage that tracks the ECB base rate, the interest rate change will be applied to your loan account. If your PIA comes to an end or is terminated, your loan repayment amount and interest rate (where applicable) will be adjusted accordingly.

We will contact you before the arrangement comes to an end to let you know your revised loan repayment amount and interest rate (where applicable) once the PIA ends. We are here to support you, so please contact us if you have any concerns about your ability to make repayments.

The level of interest rates charged on mortgage loans and the basis for the adjustment of the mortgage rate, are commercial decisions and must be made in line with the terms of the original or amended mortgage contract entered into by the customer and the original mortgage lender.

When loans are transferred to Pepper, we review the loan agreements and the related terms and conditions to ensure we fully understand our new customers contractual rights and the contractual obligations that Pepper must uphold, including the detailed provisions around interest rates.

Pepper will always respect a customers existing loan terms and conditions without exception as required by law and regulations.

Split Mortgages restructure your mortgage so a portion of your loan becomes a warehoused loan, typically accruing zero interest, while the remaining balance continues to accrue interest.

If the interest rate on the remaining balance of your Split Mortgage tracks the ECB base rate or is variable, we will notify you ahead of any changes to the Interest Rate. Your notification letter will let you know the reason for the change and its impact on your loan repayments.

Pepper is not involved in new residential mortgage lending in Ireland, so it does not offer a range of alternative mortgage products including fixed rate products. We would encourage residential mortgage customers to consider your options on a regular basis as there may be a better product option available to you from another lender.  For more information on switching lenders, please visit the Competition and Consumer Protection Commission’s website.
www.ccpc.ie/consumers/money/mortgages/switching-lenders-or-mortgage.

For customers experiencing financial difficulties and may not be in a position to switch lender we offer one of the broadest ranges of temporary and longer-term forbearance solutions in the Irish market including interest only payments, term extensions, arrears capitalisations, interest rate discounts as well as several other options.  As part of our forbearance solutions, we can offer fixed reduced monthly repayments and interest rate discounts, both for short term and extended periods.

Yes, and we actively work with customers wishing to switch their mortgage to another lender. We recommend you look at your mortgage options regularly because a different product from another lender may lead to savings for you. The Competition and Consumer Protection Commission’s website (www.ccpc.ie) provides information relating to switching lenders or changing mortgage type.

Where switching mortgage provider is not possible for a customer who is looking for a lower interest rate to make their repayments more affordable - for example in cases where mortgages were previously restructured, currently in a restructure or because of issues affecting a credit record - we will work with customers to find a solution tailored to their needs, with the aim of helping them to resolve their current situation.

Yes, and we actively work with customers wishing to switch their mortgage to another lender. We recommend you look at your mortgage options regularly because a different product from another lender may lead to savings for you. The Competition and Consumer Protection Commission’s website (www.ccpc.ie) provides information relating to switching lenders or changing mortgage type.

Where switching mortgage provider is not possible for a customer who is looking for a lower interest rate to make their repayments more affordable - for example in cases where mortgages were previously restructured, currently in a restructure or because of issues affecting a credit record - we will work with customers to find a solution tailored to their needs, with the aim of helping them to resolve their current situation.

Once you have paid off your mortgage loan, please send a written request to the following address confirming where you wish the deeds to be sent to.  

Pepper Advantage, 4310 Atlantic Avenue, Westpark Business Campus, Shannon, Co Clare

When a mortgage is paid in full and the property is no longer relied on as security for any other mortgages, Pepper Advantage will release the charge with the property registration authority, this is referred to as a “vacate”.

When this is complete, and the customer has requested the deeds to be returned to them, they are returned to the customer under a process which is known as a “Final Receipt”.