Contact us
You might find the info you need in our frequently asked questions:
FAQs for Zopa peer-to-peer lending
Alternatively, get in touch using our helpline or any of the details below.
Quick contact form
Customer services
Our team is here to help Monday to Thursday (8am to 8pm), and Friday (8am to 5pm).
020 7580 6060
If you are looking to take out a loan, or already have a Zopa loan. We can't take loan applications over the phone.
020 7291 8331
If you are looking to invest your money, or already have an investment with Zopa.
Please note: Calls may be monitored or recorded. You must be a UK resident to get a Zopa loan or invest with Zopa.
You can also email us at contactus@zopa.com, or write to us at: Zopa Ltd. 1st Floor, Cottons Centre, Tooley Street, London, SE1 2QG.
Alternatively, follow us on our official Facebook or Twitter accounts.
Our customer service promise
We're committed to delivering exceptional Customer Service – the kind of experience that's worth talking about. But what does that actually look like?
Here's what you can expect from us.
In every customer interaction, we promise to
- Be open and honest: We keep you in the loop about what's going on and share any information we have that could help you.
- Respect your time: We aim to answer every call within 60 seconds (during office hours) and every email within 2 working days. If we say we'll phone you back at a specific time, we will hold ourselves to that.
- Be on your side: We live by the Treating Customers Fairly guidelines and strive to see things from your point of view.
- Communicate in a way that's easy to understand: We value being friendly and polite, but we get straight to the point and steer clear of jargon where possible.
- Treat you as an individual: We focus on what matters to you, and we never make assumptions about what you want.
- And if things go wrong? We remain impartial while we investigate your complaint, and we learn from our mistakes.
You can help us to help you – here's how
- If you need to get in touch about an issue with your account, please provide as much accurate information about your situation as possible so we can resolve it quickly and effectively.
- To give us constructive feedback about our Customer Service, email customerservicefeedback@zopa.com. We read and respond to each one and use your comments to get better at what we do.
- To make a complaint, please see the section below. If you believe we've acted in a way that doesn't meet the standards we've set out above – we want to know about it.
Complaints procedure
- If you want to make a complaint about the Loan Contract or Zopa you can email contactus@zopa.com with brief details of your complaint and your account reference. Zopa will acknowledge your complaint within one business day. Zopa will then investigate and send you an initial response. This should take no longer than three business days.
- We will keep you informed of our investigations and will aim to resolve the matter within four weeks of receiving your complaint.
- If within eight weeks after receiving a complaint we are still not able to resolve the matter, we will send you a final response. If you don’t agree with our final response you may refer your complaint to the Financial Ombudsman Service, who can be contacted by telephone on 0800 023 4567 or at www.financial-ombudsman.org.uk. You also have the right to make a complaint directly to the Financial Ombudsman Service.
- If you wish to make a complaint about Zopa Repayment Protection (which we no longer sell and have not sold since April 2008), you should follow the complaints procedure outlined in the policy documentation. If you complain to us about the policy, we will refer you to the product provider.
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