What you need to know
Current servicing levels, to escalate a request, or settlement updates and loan document requests.
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SLAs
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Escalations
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Settlements
Wondering when you’ll hear from us?
Our current servicing levels as of 1 October 2026 are below.
Home & Construction loans
Commercial loans
SMSF loans
- Digital applications: 1 business day
- Manual applications: 2 business days
Escalations request
Escalations request
To escalate a request, complete this form.
Your client’s application will need the following, for us to escalate:
- Cooling off or Finance due is within the current SLA (for Final Approval only, not for new assessment)
- Settlement date is less than 10 days
- Conditional Approval has already been issued
- Valuation is on file
- All outstanding conditions on file
Settlement update and loan documents request
Did you know our solicitor partners have broker portals where you can get this information. Below are our SLAs for issuing loan documents and reviewing them.
Home & Construction loans
- Loan docs issued:
2 business days - Loan docs review:
1 business day
Commercial &
SMSF loans
- Loan docs issued:
4 business days - Loan docs review:
1 business day
Need help with something else?
For any requests outside of the above criteria, get in touch with your Pepper Money BDM.
