Pepper Money publishes service levels to educate brokers on schedules

The page will allow brokers to have a clearer and more precise idea of ​​the probable duration of a request to the specialized lender.

This is because brokers will be able to see the dates from which Pepper is working on key stages of the process, including DIP referrals, requests, responding to Broker Portal messages, reviewing ratings, and evaluating offers.

The page also shows the average time it takes to respond to calls, advice on packaging, and a useful tool to help brokers understand what supporting documents are required based on the type of application, the purpose of the loan, and the job of the client.

Paul Adams, Sales Director at Pepper Money, said: “We know that brokers and administrators are under great pressure right now, managing the expectations of their clients, realtors and other stakeholders in a very busy time for the market.

“Serving lenders is a critical part of recommending a broker, especially at times like this. And, in order to be able to choose a lender with confidence, it’s important to have access to up-to-date, transparent information about how long they can expect to wait to go through each step of the application process.

“Publishing our service levels goes beyond just setting up a page on the website. We have refined our processes and improved our communication to ensure that we can provide brokers with transparent and accurate information, so they always know where they stand.

“And let’s not forget the directors who work with brokers and who are the unsung heroes of the industry. At Pepper Money, we have already recognized the role of directors with the sponsorship of two industry awards, and we hope today’s announcement will go some way to help them in their roles.

Alice P. Darby