Money worrying you? Lets talk about it.
If you're struggling to make your repayments, let the repayments team know on 020 3770 5960.
They're a friendly bunch around Monday to Thursday (9am to 7pm) and Fridays (9am to 5pm). Used to helping people in these type of situations, they'll do everything they can to help.
Service worth talking about
Expect the best when you get in touch with us. Because that's what we're aiming for.
We promise to:
Keep you in the loop
We'll always be open and honest about what's going on and share any information we have that could help you.
Never leave you hanging
If you call us during office hours, we aim to pick it up within 60 seconds. And if we say we'll call you at a certain time, you'll hear from us then. For emails, we aim to get back to you within 2 working days.
Walk in your shoes
We'll strive to see things from your point of view and live by the Treating Customers Fairly guidelines.
Steer clear of jargon
Instead we'll get to the point. In a friendly and polite way, of course.
Treat you as an individual
We'll focus on what's important to you and never make assumptions about what you want.
How to make a complaint
- If you want to make a complaint you can email firstname.lastname@example.org with brief details of your complaint and your account reference. Alternatively, you can write to us at Zopa, Complaints Team, 1st Floor, Cottons Centre, Tooley Street, London, SE1 2QG or call our Customer Services Team on 020 7580 6060 between Monday to Thursday (8am to 8pm), and Friday (8am to 5pm). 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.
- If we're unable to resolve your complaint within 3 business days we will keep you informed of our investigations until we are able to provide you with an initial response.
- 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 Insurance (PPI) you should follow the complaints procedure outlined above. Please note that we no longer sell, and have not sold, PPI since April 2008.