Zopa Bank

Digital bank. Products & services: Loans, Savings, Credit Cards.

Updated: 3 August 2026

Company Overview

Industry: Finance - app-based bank (savings, loans, credit cards, car finance, current account)
Parent company: Zopa Group Limited
Regulator: Financial Conduct Authority (FCA), FRN 800542; also authorised by the Prudential Regulation Authority (PRA)
Ombudsman: Financial Ombudsman Service
Customers: About 1.7 million (2025)
Founded: 2005 (peer-to-peer lender); banking licence granted 2020
Legal entity: Zopa Bank Limited (Companies House no. 10627575)

4.51per 1,000Banking and credit cards - complaints per 1,000 accounts
99.8%(40.3% within 3 days plus 59.5% after 3 days but within 8 weeks)Banking and credit cards - closed within 8 weeks

What customers complain about

Customers most often complain to Zopa Bank about two things. First, everyday banking and credit-card matters, where Zopa's own H2 2025 report gives the main cause as 'information, sums/charges or product performance'. Second, a very large volume of 'credit related' complaints connected to car finance and the FCA's motor finance / discretionary commission arrangement review, where the main causes reported are 'product information & disclosure' and 'auto vehicle quality'. Upheld rates in H2 2025 were around 42% for banking and credit cards and 44% for credit-related complaints. As an app-based bank with no branches, Zopa asks customers to raise complaints via the app, live chat, phone or complaints@zopa.com, then issues a summary resolution within three business days or a final response within eight weeks before the Financial Ombudsman Service can be approached.

Complaint categories

1
Banking and credit-card servicing
Everyday account, card and product issues. Zopa's own H2 2025 report gives the main cause of banking and credit-card complaints as 'information, sums/charges or product performance'.
Zopa Bank Limited FCA Complaints Publication Report, H2 2025.
2
Car finance and discretionary commission arrangements (DCAs)
A very large volume of 'credit related' complaints (13,822 opened in H2 2025) linked to historic car finance and the FCA's motor finance review, with the main cause reported as 'product information & disclosure'.
Zopa Bank Limited FCA Complaints Publication Report, H2 2025; Zopa's car finance review page.
3
Vehicle quality on car finance agreements
Within car finance excluding DCA claims, the main cause reported is 'auto vehicle quality' - disputes about the condition of vehicles bought on Zopa-funded agreements.
Zopa Bank Limited FCA Complaints Publication Report, H2 2025 ('Credit Related (Excluding DCA)').
4
Affordability and lending decisions
Reported theme of complaints about whether personal loans and credit were affordable when granted. Reported via review/claims platforms and Financial Ombudsman decisions, not a Zopa-published category - reported, not verified as a Zopa figure.
Financial Ombudsman Service published decisions naming Zopa Bank Limited.

Latest statistics

6,387Banking and credit cards - complaints opened1 Jul-31 Dec 2025
99.8%(40.3% within 3 days plus 59.5% after 3 days but within 8 weeks)Banking and credit cards - closed within 8 weeks1 Jul-31 Dec 2025

Figures are from Zopa Bank Limited's own FCA Complaints Publication Report for the period 1 July to 31 December 2025 (H2 2025), the most recent published. 'Per 1,000' is complaints per 1,000 relevant accounts. The 'credit related' grouping is dominated by car finance / motor finance complaints tied to the FCA's DCA review.

Contact methods

Complaint journey

1
Raise your complaint with Zopa
Contact Zopa in the app, by live chat, by phone or by email.
Typical responseImmediate
What happens
As an app-based bank Zopa has no branches, so raise your complaint through the app, live chat, by calling +44 20 7580 6060, or by emailing complaints@zopa.com using your Zopa-registered email address. Explain clearly what went wrong and what you would like Zopa to do to put it right.
2
Zopa investigates and issues a summary resolution
Zopa reviews your complaint and aims for an early resolution.
Typical response3 business days
What happens
Where it can, Zopa aims to issue a written summary resolution within three business days (counting from the day after it receives your complaint). Payment-services complaints follow a separate timetable: acknowledged within one business day and resolved within 15 business days, or up to 35 business days in exceptional circumstances.
3
Zopa sends its final response
If not resolved quickly, Zopa investigates fully and replies in writing.
Typical responseWithin 8 weeks
What happens
If your complaint is not resolved at the summary-resolution stage, Zopa must send a final response within eight weeks of the date you complained. This letter sets out its decision and tells you about your right to go to the Financial Ombudsman Service.
4
Escalate to the Financial Ombudsman Service
If you are unhappy, ask the free, independent ombudsman to review it.
Typical response6 months to refer
What happens
If you are unhappy with Zopa's final response, or eight weeks pass without one, you can refer your complaint to the Financial Ombudsman Service free of charge. You normally have six months from the date of Zopa's final response to do so. The Financial Ombudsman resolves individual disputes; the FCA and PRA are the regulators and do not settle individual cases.

Response times

Zopa aims to issue a written summary resolution within three business days of a complaint (running from the day after receipt). If it cannot resolve matters at that stage, it must send a final response within eight weeks. Payment-services complaints have a separate, faster timetable: acknowledged within one business day and resolved within 15 business days, extendable to 35 business days in exceptional cases. After a final response, you have six months to take the complaint to the Financial Ombudsman Service.

If your complaint isn’t resolved

If Zopa Bank can’t put things right, you can escalate — free of charge — to an independent body:

Financial Ombudsman Service

Recent news

30 March 2026
The FCA confirmed its motor finance redress scheme following car finance / discretionary commission arrangement (DCA) findings; Zopa says it will review affected car finance complaints in line with the scheme, with most outcomes and payments expected in 2026-2027 and a claim deadline of 31 August 2027.
Read more
19 March 2026
Zopa reported a third consecutive year of profit (profit before tax roughly doubling to about £65m for the year to 31 December 2025) and said take-up of its new current account was ahead of expectations, with about 1.7 million customers.
Read more
1 March 2025
Zopa launched its 'Biscuit' current account, extending beyond savings and loans into everyday banking, with a target of five million users by 2028.
Read more

Earlier cases

1 December 2021
Historic: Zopa announced it would wind down its peer-to-peer (P2P) lending business - the original activity it pioneered from 2005 - to concentrate on its bank.
Read more

Know your rights

Financial Services and Markets Act 2000 / FCA DISP complaint-handling rules
As an FCA and PRA authorised bank, Zopa must handle complaints under the FCA's DISP rules - acknowledging complaints, issuing a final response within eight weeks, and telling you about your right to the Financial Ombudsman Service. This is general information, not legal advice.
Consumer Credit Act 1974
Governs Zopa's personal loans, credit cards and car finance, including affordability and disclosure obligations - central to the car finance / commission complaints. This is general information, not legal advice.
Financial Services Compensation Scheme (FSCS)
Eligible Zopa deposits are protected by the FSCS (the deposit limit rose to £120,000 from 1 December 2025); Zopa investment accounts are separately covered up to £85,000. This is general information, not legal advice.

Frequently asked questions

How do I complain to Zopa Bank if there is no branch?

Zopa is app-based with no branches, so you complain through the app, via live chat, by calling +44 20 7580 6060, or by emailing complaints@zopa.com using your Zopa-registered email so it can be linked to your account.

How long does Zopa take to respond to a complaint?

Zopa aims to send a written summary resolution within three business days, and otherwise a final response within eight weeks. Payment-services complaints are handled faster - acknowledged within one business day and resolved within 15 business days (35 in exceptional cases).

I have Zopa car finance - can I complain about commission?

Yes. Zopa is handling car finance complaints under the FCA's motor finance redress scheme, covering agreements taken out between 6 April 2007 and 1 November 2024. The scheme's claim deadline is 31 August 2027 and you can complain free of charge directly to Zopa without using a paid claims firm.

Is my money safe with Zopa Bank?

Zopa Bank is authorised by the PRA and regulated by the FCA and PRA. Eligible deposits are protected by the FSCS, whose deposit limit rose to £120,000 from 1 December 2025; Zopa investment accounts are separately covered up to £85,000.

What if Zopa does not resolve my complaint?

You can take it to the Financial Ombudsman Service free of charge, normally within six months of Zopa's final response. The ombudsman resolves individual disputes; the FCA and PRA regulate Zopa but do not settle individual complaints.

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