Personal Loans

Supporting you through our phased withdrawal

As we progress with our phased withdrawal of banking activities from the Irish Market, we want to keep you informed about any changes relevant to your account to ensure you have time to prepare and take any action. We’ve included some important information in the sections below that will help you understand what’s happening with your Personal Loan.

Update for Personal Loan Customers

Ulster Bank wrote to Personal Loan customers in 2023 and early 2024 to notify them that the beneficial interest in their Personal Loan was transferring to Elmscott Property Finance DAC and the legal ownership and servicing of their loan was transferring to Pepper Finance Corporation (Ireland) DAC, 'Pepper'.

Personal Loan transfers to Pepper happened on a phased basis. In November 2023 and March 2024 Ulster Bank confrimed in writing to customers that their loan has transferred to Pepper.

Personal Loans that have transferred to Pepper

Has my Personal Loan transferred to Pepper? Close

Yes, your Personal Loan has transferred to Pepper, which is now your point of contact.

You can find more information about the transfer of your Personal Loan to Pepper in the Frequently Asked Questions available on Pepper's website at www.pepper-advantage.ie/faqs

Alternatively you can contact Pepper on 0818 882 241. If calling from abroad - +353 61 236908 9am - 5pm, Monday to Friday (excluding Bank Holidays).

How do I contact Pepper to find out more information about my Personal Loan? Close

Pepper has an Information Hub available on their website at www.pepper-advantage.ie/faqs. This contains Frequently Asked Questions that provide more information about the transfer of your Personal Loan.

You can also contact Pepper on 0818 882 241. If calling from abroad - +353 61 236908 9am - 5pm, Monday to Friday (excluding Bank Holidays).

My Personal Loan has transferred to Pepper, why can I still see it within Anytime Banking / the Mobile App? Close

I paid my Ulster Bank Personal Loan by Direct Debit. Do I need to do anything with my Direct Debit as a result of my Personal Loan transferring? Close

The Direct Debit in place on the date your Personal Loan transferred from Ulster Bank to Pepper continued to be used to make payments to your Personal Loan. Pepper may have amended the Direct Debit name that appears on your bank statement (the ‘creditor identifier’) to refer to ‘Pepper Asset’ rather than to Ulster Bank.

Can I make overpayments on my Personal Loan with Pepper? Close

Yes, you will continue to have an option to make overpayments to your Personal Loan account without incurring early repayment charges.

More information is available on the Pepper website www.pepper-advantage.ie/faqs

If my Personal Loan has transferred to Pepper, when will I hear from them? Close

Pepper is now your point of contact for your Personal Loan. They sent a Welcome Letter to you within two weeks of the date of transfer providing you with further detail about the transfer of your Personal Loan.

You can also find more information about the transfer of your Personal Loan in the Frequently Asked Questions available on Pepper's website at www.pepper-advantage.ie/faqs.

Alternatively you can contact Pepper on 0818 882 241. If calling from abroad - +353 61 236908 9am - 5pm, Monday to Friday (excluding Bank Holidays).

Can I still access my Personal Loan on Anytime Banking or the Mobile App? Close

How can I find out the balance of my Personal Loan that transferred to Pepper? Close

We wrote to you shortly after your Personal Loan transferred to Pepper confirming the balance that transferred.

Pepper is your point of contact for your Personal Loan and can be contacted for any queries, or for details of any transaction data from after the date of transfer by calling 0818 882 241. If calling from abroad - +353 61 236908 9am - 5pm, Monday to Friday (excluding Bank Holidays).

I paid my Ulster Bank Personal Loan by Standing Order/Electronic Funds Transfer (EFT)/Card/Cheque. Do I need to do anything with my repayment method as a result of my Personal Loan transferring? Close

If you paid any portion of your Ulster Bank Personal Loan by an alternative payment method (e.g., standing order, Electronic Funds Transfer or card payment), you were required to take action to redirect these payments to Pepper.

If you have not done so please refer to the letter Pepper issued to you within two weeks of your Personal Loan transferring. Details can also be found on www.pepper-advantage.ie/faqs

Ulster Bank no longer accepts repayments by cheque. Any cheques received will be returned to the issuer with an instruction to redirect the payment to Pepper.

If your Personal Loan transferred in March 2024, and a payment is provided to Ulster Bank electronically up to 31st May 2024 (e.g., standing order or EFT), we will forward it on to Pepper on your behalf. After this date, these payments will need to be made directly to Pepper.

I need to make an update to my Personal Loan (e.g., updating payment details, address, statement requests etc). How do I do this now that my Personal Loan is with Pepper? Close

Pepper has an Information Hub available on their website at www.pepper-advantage.ie/faqs. This contains Frequently Asked Questions that provide more information about how you can update your Personal Loan details.

Alternatively you can contact Pepper on 0818 882 241. If calling from abroad - +353 61 236908 9am - 5pm, Monday to Friday (excluding Bank Holidays).

Has the reassignment of Ulster Bank's interest in my Personal Loan to Pepper changed my life assurance policy ? Close

No, the reassignment of Ulster Bank's interest did not in any way change the policy itself. It is important you maintain payments on your life policy as normal to ensure no lapse in your cover. If you have any queries relating to your life assurance please contact Pepper on 0818 882 241. If calling from abroad +353 61 236908, 9am - 5pm, Monday to Friday (excluding Bank Holidays).

I raised a complaint to Ulster Bank, what happened with this when my Personal Loan transferred to Pepper? Close

If you had an unresolved complaint with Ulster Bank at or after the date of your Personal Loan transfer, the handling and resolution of this complaint remained with Ulster Bank. Pepper will not be able to support or advise on this. Ulster Bank is the contact on this complaint.

You can contact Ulster Bank directly on 1800 200 162 or on +353 1709 2042 if calling from abroad.

If you have a complaint with the Financial Services and Pensions Ombudsman (FSPO) they will continue to investigate and you need to take no action.

My Personal Loan is secured. What happened to my property deeds or other security when my Personal Loan transferred to Pepper? Close

Ulster Bank transferred your Personal Loan and your related Personal Loan documents i.e., your loan agreement(s)and guarantees (if any) to Pepper. Any deeds that we were in possession of as security for your Personal Loan transferred to Pepper.

Pepper can help you with any queries you have about your property deeds or guarantees and can be contacted using the following details.

Telephone : 0818 882 241. If calling from abroad - +353 61 236908, 9am - 5pm, Monday to Friday (excluding Bank Holidays).

Postal Address : Pepper Asset Servicing, PO Box 13663, Shannon, Co. Clare

I have a life assurance policy linked to my Personal Loan, has this transferred to Pepper also? Close

As part of the transfer of your Personal Loan to Pepper , Ulster Bank’s interest in the life assurance policies associated with your Personal Loan was reassigned to Pepper. This reassignment of Ulster Bank's interest does not in any way change the policy itself.

I was supported by Ulster Bank's Arrears Support Unit. What supports are available to me from Pepper? Close

If you were supported by Ulster Bank's Arrears Support Unit, you will receive support from Pepper's Arrears Support Unit. If you need to contact them to discuss your Personal Loan, you can do so using the following contact details.

Telephone : 0818 882 241. If calling from abroad, +353 61 23690, 9am – 5pm Monday to Friday, excluding Bank Holidays.

Postal Address : Pepper Arrears Support Unit, PO Box 13663, Shannon, Co. Clare

At the time your Personal Loan transferred to Pepper if you have an in-flight application such as a Standard Financial Statement, this was passed to Pepper for processing.

Can I raise a complaint with Ulster Bank even though my Personal Loan transferred to Pepper? Close

If you wish to raise a complaint after the date of transfer which relates to an Ulster Bank issue, please visit the complaints page of our website here https://www.ulsterbank.ie/help-and-support/how-to-make-a-complaint.html for information on how to raise a complaint.

If the complaint relates to an issue that occurred after the Transfer Date, you will need to raise this directly with Pepper.

Any existing complaints which you raised with Ulster Bank prior to the date of transfer will continue to be managed by Ulster Bank Ireland DAC.

Did I incur any legal costs when my Personal Loan transferred to Pepper? Close

I need a historical loan statement for a period before my loan transferred to Pepper. Who do I contact to request this? Close

If you require a Personal Loan statement for any period up to the date your Personal Loan transferred to Pepper, you can request this from Ulster Bank by calling the Ulster Bank Customer Service team on 0818 210 260 (00353 1804 7475 if calling from abroad). Lines are open 8am – 8pm 7 days a week.

If you require a statement showing transactions after your Personal Loan transferred to Pepper, Pepper will be able to facilitate that request. You can contact Pepper on 0818 882 241. If calling from abroad - +353 61 236908 9am - 5pm, Monday to Friday (excluding Bank Holidays).

I have an Authorised Third Party that engages with Ulster Bank on my behalf. Do I need to do anything to have the same arrangement with Pepper? Close

Yes, you need to take action. Any instructions you may have provided to us to engage with third parties in relation to your Personal Loan, did not transfer to Pepper.

If you still require this type of support, you will need to complete and return the relevant form Pepper included within the welcome letter they send you within 2 weeks of your loan transferring. If you need any further information , you can contact Pepper on 0818 882 241. If calling from abroad - +353 61 236908, 9am - 5pm, Monday to Friday (excluding Bank Holidays).

Important information for existing customers

Need additional support?

If you need support, are in financial difficulty or in a vulnerable situation, we are here to help you with your banking needs and queries.

Please call us on 0818210275 (00353 818210275 if calling from abroad.) Lines are open Monday- Friday 9am – 5pm).