This blog was updated on 1st November 2020.
Update: We’re still here if you need us
From 1st April 2021, in line with the Financial Conduct Authority (FCA) guidance, you’ll no longer be able to apply for a payment freeze on your Zopa loan, hire purchase finance or credit card. However, there’s still tailored support available, based on your individual circumstances.
If you’re struggling to keep up with your repayments, the best thing to do is to get in touch with us. You can talk to our dedicated repayments team by calling 020 3770 5960, or by emailing firstname.lastname@example.org. We’re open Monday to Thursday 8am-8pm and Friday 8am-5:30pm. We’ll do all we can to make the process as stress-free as possible and we’ll always let you know what’s happening so you can feel in control.
If you’re currently on a Coronavirus payment arrangement for your Zopa loan, hire purchase finance or credit card, we’ll be in touch before it ends to agree together what happens next. If you want to get ahead, you can always work through our budget tracker, to help you to understand your current situation in detail. Visit budget.zopa.com
Coronavirus and your finances
We’re living through troubling and uncertain times, and we know that lots of you are concerned about the impact of Coronavirus on your finances.
This might be because:
- you or someone you care for is sick
- you need to self-isolate
- you work in a sector that has been or is likely to be hit by the economic disruption caused by the virus.
We’re here to help. Here’s some information for Zopa customers:
Our services are up and running and you can access your loan, credit card or hire purchase finance as usual via our app or website.
All our teams are now working remotely, even so, we’re very much still open. The health and wellbeing of our staff is a priority, to make sure they can continue to serve you, our customers, through this uncertain period.
We work closely with the following debt charities and not for profit organisations to make sure that our customers have access to free impartial debt advice and support. They offer lots of helpful information if you’re worried about your finances.
National Debtline: Call 0808 808 4000 Monday to Friday 9am-8pm.
PayPlan: Call on 0800 280 2816, Monday to Friday 8am-8pm or Saturday 9am-3pm
Keeping your finances safe
Unfortunately, there have been reports of scams and people trying to take advantage of this situation, so make sure you remain vigilant to keep your finances safe. Check out the FCA‘s latest info on how they’re supporting consumers.
And of course, keep doing all the usual good stuff, like keeping your passwords safe and being on the lookout for scammers – we have a handy blog post on this.
If you need us, we’ll be here
You can contact us through live chat in the Zopa app or through the Support page where you can access our FAQs.
How to get started on the app:
- Click the button below to download the app
- Enter your My Zopa email and password. Forgotten your password? Reset it here
- Create a secure PIN. You can also use Touch ID or Face ID to log in
In our 15 years we’ve seen a lot, including the 2007/8 recession. While this is an unexpected situation for everyone, we believe we have the experience, the tech and the people to adapt quickly and make the changes we need to continue to serve our customers through this uncertain period.
We’ll keep this page updated as the situation evolves. We ask all our customers to keep following government guidance which can be found here.
Sarah’s Real Money Story: a tale of two relationships
Zopa customer Sarah shares what she’s learned from the two very different relationships that have shaped her Real Money Story