Current Servicing Levels

Current service levels as of 07 August 2023   

New Assessments:
Same day response for applications submitted by 11am AEST
Conditions Returned (inc. Val)
1 business day
Additional Advance Applications:
1 business day
Escalation Requests (if approved):
4 business hours


Need help

Need help?



  • Loan/Status updates on all live applications
  • Sending in outstanding conditions
  • Updates to valuation status
  • Escalation requests


Escalating an application

Escalating an application?

Please note, all escalation requests need to meet these conditions:


  • Application must have already gone through initial assessment and has AIP issued
  • Valuation must be on file
  • Application has urgency that requires approval
  • Verification of urgency type


For any requests outside of the following, please contact your Pepper Money BDM.

Purchase: Cooling off is less than the current SLA or due the next day. Or, settlement date is less than 10 days.

Refinance: Urgent cash out purpose, or refinance due to financial impact to client

Information is correct as at 16 November 2023 and subject to change at any time.

Applications are subject to credit assessment, eligibility criteria and lending limits. Terms, conditions, fees and charges apply. Information provided is factual information only, and is not intended to imply any recommendation about any financial product(s) or constitute tax advice. If you require financial or tax advice you should consult a licensed financial or tax adviser.

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