Customer story: Jeanette — finding a way back from an unexpected setback

When Jeanette’s husband became seriously ill and was hospitalised without warning, their household income took an immediate hit. Like many families facing sudden hardship, they quickly found themselves unable to keep up with their mortgage repayments. Here, Jeanette shares her experience of working with the team at Pepper Advantage Ireland, how the process turned out to be far simpler than she had feared, and what she would say to anyone in a similar situation today.

Jeanette has received a small gratuity for sharing her story.

Can you tell us what your situation was before you started the loan restructure process?

Things had taken a sudden turn for us. My husband unexpectedly became seriously ill and was hospitalised, and as a result, we lost several weeks of income. It was an incredibly worrying time, and I knew straight away that we would not be able to keep up with all our financial commitments, including our mortgage repayments.

What were your expectations going into the process?

I honestly expected it was going to be a long, drawn-out process with loads of complicated forms. It felt very daunting, and I was stressed about it. I just did not know what to expect.

Did you have any concerns before you started?

I went in with some worry. I was not sure how the restructuring process would work, and I had concerns about whether it would be manageable for us given our circumstances at the time.

How did you find the people you worked with?

They were genuinely lovely to deal with, helpful and really understanding. I had been worried about being judged, but there was absolutely none of that. Instead, they were patient with me from the start, taking the time to explain everything clearly, even when I had to ask the same questions more than once.

How was the communication throughout the process?

Everything was explained clearly, and anything I did not understand was described again until I did. I always left conversations feeling reassured and much more confident about what was happening and what came next.

How would you describe the level of support you received?

The support throughout was excellent, and the process itself was much simpler and smoother than I had imagined. Once we provided the required information, everything progressed quickly without unnecessary delays or repeated requests. I was pleasantly surprised by how straightforward it was.

What difference has the new arrangement made for you?

The new arrangement has made an enormous difference for us. It got us back on track financially, made the repayments manageable, and meant we could keep up with other essential bills without the same level of pressure. It really took a lot of stress away at what was a very challenging time.

Was there anything that particularly stood out for you?

The complete process was much more straightforward than I expected, and I felt supported from start to finish. Once we provided the information needed, everything just moved along. There was no unnecessary back and forth, and no point at which I felt lost or unsupported.

What would you say to someone who is worried about going through the process?

Do not be worried. Just do it. The team are lovely and supportive. The sooner you deal with it, the better, rather than letting the situation get worse. And the process itself is far less complicated than you might be imagining.

If you had to summarise your experience in a sentence or two, what would you say?

Overall, it was far less stressful than I had expected, and the end result has really helped us. I would not hesitate to encourage anyone in a similar situation to reach out.