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 Friday 8am - 8pm and Saturday and Sunday 9am - 5:30pm.
The types of complaint we handle
There are two different types of complaints that we handle, each with different rules on how long we have to resolve them. When you make your complaint we’ll send you an email confirming the timings you should expect
‘Payment service’ complaints
One type of complaint that we handle is what’s called a ‘payment service’ complaint, which covers things like disputed transactions or issues with late payment fees. For these, we’ll send you an acknowledgement within 1 business day. We then have 15 business days to try to resolve your complaint, unless there are exceptional circumstances preventing this, in which case we have 35 business days. In these instances, we’ll be in touch to keep you informed. If we aren’t able to resolve your complaint at this point, we’ll send you a final response, but if you’re not satisfied with this, check out the section below for what to do next.
All other complaints
For all other complaints, we will send you an acknowledgement within 1 business day. We’ll 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’ll keep you informed of our investigations until we are able to provide you with an initial response. If within eight weeks of receiving your complaint we are still not able to resolve the matter, we will send you a final response, but if you’re not satisfied with this see below for what to do next.
What to do if you’re not satisfied with our final response
No matter what type of complaint you’ve made, if you don't agree with our final response you may refer it 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.
Zopa PPI complaints
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.
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. 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. Click below for our complaints data 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.