Can I change my repayment amount?

No, this is because your monthly repayment amount was calculated to repay your agreed loan amount over your agreed term. We can’t change this once your loan is up and running. Make extra payments Paying extra towards your loan is simple and we currently don’t charge a fee. Read our guide to making extra payments. Change your repayment date You can also easily change your repayment date if it isn’t working for you. Read our guide to changing your repayment date.

I've missed a payment, what happens if I don't get in touch?

When it comes to finances, the sooner you begin to tackle the problem, the easier it will be to take control. You can see your repayment options online here or you can contact us. Missed payments can stay on your credit file for up to six years and could impact your ability to obtain credit in future. The sooner you get in touch, the more options we have available to help get you back on track.

Why are new login details required for My Budget Tool?

My Budget Tool is a trusted third-party that we partner with to help find tailored solutions for our customers who've missed repayments. As My Budget Tool is separate to Zopa, different login details are required. Rest assured, the information you input will only be viewed by Zopa as we review repayment plan options to support you.

Why should I fill out my budget tool?

Filling out My Budget Tool is the first step to getting back on track, it helps us understand your affordability. Once we know what you can afford, we can look at a sustainable way to manage your debt and be sure you’re covering your priority bills.

My situation has changed, what should I do?

If you can't afford your usual payment amount, there are things we can do to help. Your options depend on whether the changes to your financial situation are temporary or more long term. Click here to find the best option for you online. Otherwise our trained team are ready to talk through your options.

Struggling to make payments?

If you've already missed or think you’ll miss a payment for your loan, then click hereto find the best solution for you online. Or you can get in touch with one of our repayment specialists to see how we can help. There are also dedicated charities that can provide practical help and debt advice.

I would rather not call, what option do I have?

You can see your repayment options online here. We know a phone conversation can be daunting but rest assured our agents are specialised at working with people in challenging situations However, email and chat are also on offer here.

I can pay my next monthly payment, but how should I catch up on my missed payment?

Sometimes things don’t go as planned and it’s easy to fall behind and tricky to catch up. We have a few ways to help get you back up to date, but it’s important we understand your situation first. Click here to find the best option for you online. Otherwise our trained team are ready to talk through your options.

Where can I go for help and advice?

There's lots of advice in our help section here. Or our specially trained agents are ready to talk you through options and next steps if you’re struggling financially. There are also the following free independent debt advice companies.

Will missing a payment impact my credit file?

As a responsible lender we must accurately reflect the status of your account and report this to the credit reference agencies, this includes reporting missed payments and reduced payment plans. Missed payments on your credit file can make it more difficult to obtain credit in future. If you can't find the best solution to your missed payment online then our team is happy to help.

I’m struggling to pay due to my mental health, physical health or challenging personal circumstances. What are my options?

Living with an illness or disability can sometimes make it difficult to manage your finances. Asking for support and explaining your needs can help us take the right approach and provide a tailored solution that fits your situation. If you’d prefer not to talk on the phone you can chat via the website, or email us.

I'm struggling with my repayments. What should I do?

If you’ve missed a loan repayment or are about to, the best thing you can do is to contact us. There are things we can do to try and get you back on track. For example, we can chat about setting up a payment plan until you’re in a better place. It’s always better to take action early – the sooner you speak to us, the sooner we can minimise the impact on your credit file.

What should I do if my finances are affected by the Coronavirus?

If you’re concerned about the impact of Coronavirus on your Zopa loan, credit card or hire purchase finance, the important first step is to get in touch with us if you think you won’t be able to make your repayment. Our specialist repayments team are really friendly and it’s their job to handle these types of conversations every day. They will look to help in any way they can.

I missed a repayment. What should I do?

Life happens. Sometimes we forget things, or our finances don’t run as planned. If you miss a payment by mistake, you can pay online anytime by Direct Debit or a Debit Card. Just sign into your Zopa account and follow the instructions on screen. You can also call us and pay by Direct Debit or Debit Card. If you missed a repayment because you're struggling to keep up, the most important thing is to talk to us. We can help you get back on track.

Why are you re-starting credit reference reporting during the Coronavirus pandemic?

Important: This situation is fast-changing and we’re regularly reviewing our approach. The information below is based on the current guidance from the Financial Conduct Authority. If anything changes and your Coronavirus arrangement is affected, we’ll be in touch to update you and to let you know what it means for you. We really feel for anyone whose finances remain impacted by the Coronavirus and we’re still here to help. At the start of the Coronavirus outbreak, the Financial Conduct Authority issued guidance that lenders should temporarily stop reporting missed repayments for three months, for anyone on a Coronavirus payment plan or freeze. For customers that needed it, this was then extended by a further three months, so six months in total. As no further guidance has been released from the Financial Conduct Authority, we’re required to start reporting missed repayments again when a customer pays anything less than their full monthly loan repayment – all lenders must do this on a monthly basis. As a responsible lender, we’re following the Financial Conduct Authority’s guidance. Not reporting the change in customers’ circumstances to credit reference agencies would mean our customers’ credit files wouldn’t reflect their current financial situation, and this may result in people taking out more credit that they can’t afford to pay back. We’re passionate about doing the right thing for our customers and their finances, and are constantly reviewing our approach, in line with the Financial Conduct Authority’s guidance. So, if anything changes, we’ll look to review things, to make sure we’re providing the very best support.

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Find answers to our most frequently asked questions.

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Can I change my repayment amount?
I've missed a payment, what happens if I don't get in touch?
Why are new login details required for My Budget Tool?
Why should I fill out my budget tool?
My situation has changed, what should I do?
Struggling to make payments?
I would rather not call, what option do I have?
I can pay my next monthly payment, but how should I catch up on my missed payment?
Where can I go for help and advice?
Will missing a payment impact my credit file?
I’m struggling to pay due to my mental health, physical health or challenging personal circumstances. What are my options?
I'm struggling with my repayments. What should I do?
What should I do if my finances are affected by the Coronavirus?
I missed a repayment. What should I do?
Why are you re-starting credit reference reporting during the Coronavirus pandemic?

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