You are responsible for ensuring fair customer outcomes and handling complaints appropriately.
Merchandise complaints
If a customer reports a defective product:
- They must continue making payments while the issue is investigated
- There is no legal requirement to pause or waive the agreement
You must follow your complaints policy and work collaboratively with Zopa Bank to resolve issues quickly and fairly. All parties to the agreement share responsibility for achieving a fair outcome.
If a resolution is not reached, Zopa Bank may recover the original payment made to you.
Where partner actions result in costs to Zopa Bank, we may reclaim:
- Customer refunds or compensation
- Financial Ombudsman Service (FOS) fees or awards
- Legal costs
- Statutory interest or distress and inconvenience payments
- Costs for independent reports
Customers with regulated agreements can escalate complaints to the FOS. For non-regulated agreements, customers may still pursue other routes, and we expect retailers to respect all consumer rights.
Customer outcomes and vulnerable customers
You must treat all customers fairly, with particular care given to vulnerable customers. This includes ensuring they understand the finance product and are not placed at a disadvantage.
Product restrictions
Finance must not be used for:
- Extended warranties
- Insurance products
unless explicitly approved by Zopa Bank.
Ongoing responsibilities
You must notify Zopa Bank of:
- Changes to your trading entity, business name, or ownership
- Any issues that may impact your ability to meet these obligations
If you need additional support, you can contact merchantsupport@zopa.com, or your Account Manager where applicable.