Complaints about a Discretionary Commission Arrangement (DCA)

If you have a complaint relating to a DCA, and your arrangement was taken out before 28 January 2021, please click here for further information.

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.

How to make a complaint

If you wish to make a complaint, we'll always try to resolve this as soon as possible. You can contact us here: Contact - Zopa.   If you wish to refer your complaint directly to the Financial Ombudsman Service before we have had an opportunity to consider the matter, it is likely that we will ask the Ombudsman to put the matter on hold and allow us time to review the complaint internally first.   If we are unable to resolve your complaint immediately, we will:

Fully investigate your complaint and where possible, issue a written summary resolution within three business days – running from the day following receipt of your complaint. This will include an explanation of how we have resolved the complaint and explain your right to refer the matter to the Financial Ombudsman Service
If we are unable to resolve your complaint by the end of the third business day, we will continue our investigations as promptly as possible and provide you with our final resolution within 8 weeks from the date when your complaint was made

Financial Ombudsman Service

In the unlikely event that we are unable to resolve your complaint to your full satisfaction or within 8 weeks of receipt, you may be able to refer the matter to the Financial Ombudsman Service. The Financial Ombudsman Service is a free and independent service that resolves disputes between customers and financial services institutions. You’ll need to contact them within 6 months of our final response letter. You can contact the Financial Ombudsman Service using the details below.

https://www.financial-ombudsman.org.uk/

The Financial Ombudsman Service Exchange Tower London E14 9SR  

‘Payment service’ complaints

Another 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, you have the right to contact the financial ombudsman on the details shown above.

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. 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.