Our Complaints data
At Zopa, we care passionately about our customers and try to reflect that in everything we do.
That includes how we handle complaints. When things don’t work as you’d expect, our aim is to put you in the picture in a clear and straightforward way – and put things right as quickly as possible.
The table below shows our complaints data from 01/07/2019 to 31/12/2019 so you can see how many we’ve had, how many were upheld, and how quickly we responded. We’ll update these numbers every 6 months.
Please keep letting us know how we’re doing. Your feedback helps us continue to deliver a first-rate service we can be proud of and helps us to focus on the stuff you really care about.
|Product / service grouping||Provision (at reporting period end date)||Intermediation (within the reporting period)||Number of complaints opened||Number of complaints closed||Percentage closed within 3 days||Percentage closed after 3 days but within 8 weeks||Percentage upheld||Main cause of complaints opened|
|Credit Related||3.23 per 1,000 active loans||N/A||886||894||64%||36%||26%||General Admin / Customer Services|
|Investments||1.13 per 1,000 active client accounts||N/A||64||66||35%||65%||44%||General Admin / Customer Services|
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 9am-5.30pm and Friday 9am-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.