Current Servicing Levels

Wondering when you’ll hear from us?

Our current servicing levels, as of 15 July 2025, are below. 

Need help

Home & Construction loans
  • New deals: 2 business days
  • New documents: 3 business days
  • Additional advance: 2 business days
  • Escalation request: 4 business hours
Need help

Commercial loans
  • < $1.5 million up to: 3 business days 
  • > $1.5 million up to: 4 business days 
Need help

SMSF loans
  • Digital applications: 2 business day
  • Manual applications: 3 business days 

   

Escalating an application
To escalate a request email, brokerassist@pepper.com.au 

Your client’s application will need the following, for us to escalate: 

 

  • Cooling off or Finance due is less than 1 business day (for Final Approval only, not for new assessment)
  • Settlement date is less than 5 business 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. 
Galilee - Orion
FMS - MyPortView

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

    

For any requests outside of the above criteria, get in touch with your Pepper Money BDM.

Find your Pepper Money BDM

Information is correct as at 9 January 2025 and subject to change at any time.

Applications are subject to credit assessment, eligibility criteria and lending limits. Terms, conditions, fees and charges apply. The information provided is factual only and isn’t intended to recommend any financial product(s) or be tax advice. If you require financial or tax advice, consult a licensed adviser.

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