Supporting Customers with Retail Finance

This article explains when your team should support your customers directly and when they should be referred to Zopa Customer Services.

As a general rule:

• Questions about your products, services or orders should be handled by your business.
• Questions about a customer's finance agreement should always be referred to Zopa Customer Services.

This helps ensure customers receive accurate information about their finance agreement and that any account-specific queries are handled securely.

When should customers contact Zopa Customer Services?

Please direct customers to Zopa Customer Services if their query relates to any part of their finance agreement, including:

Applying for finance

Customers should contact Zopa Customer Services if they experience issues:

• Starting their finance application
• Completing their application
• During the application process
• With technical issues relating to the finance application
• If they have questions about the finance application itself

Finance application decisions

Once an application has been submitted, any questions relating to:

• An approved application
• A declined application
• A referred application
• The outcome of a lending decision

must be directed to Zopa Customer Services.

Merchants are unable to discuss or influence lending decisions.

Existing finance agreements

Once a customer's finance agreement is live, all queries relating to the agreement should be handled by Zopa Customer Services, including:

• Payments
• Payment dates
• Outstanding balances
• Account queries
• Changes to a finance agreement
• General support with their finance account

What should merchants handle?

Merchants should continue to support customers with queries relating to the products or services they have purchased, including:

• Product information
• Orders
• Delivery
• Installation
• Returns
• Exchanges
• Warranties
• Product faults
• After-sales support

If the query relates to the finance agreement rather than the purchase itself, please refer the customer to Zopa Customer Services.

How customers can contact Zopa Customer Services

Customers can contact Zopa Customer Services using the following channels.

Live chat

Accessed from our website

Opening hours:

• Monday to Friday: 8:00am – 6:00pm
• Saturday: 8:00am – 4:30pm
• Sunday: Closed

Email

Customers can also contact us by email:

customerservice@dividebuy.co.uk

Supporting vulnerable customers

Zopa is committed to supporting vulnerable customers in line with the Financial Conduct Authority (FCA) guidance on the fair treatment of vulnerable customers.

If a customer tells you they require additional support or an alternative way to communicate, please refer them to Zopa Customer Services as soon as possible.

Our Customer Services team can discuss appropriate support options and reasonable adjustments based on the customer's individual needs.

Customers can also contact Zopa Customer Services directly to request additional support or alternative communication methods.

Quick reference

Need more help?

If you're unsure whether a query relates to the customer's purchase or their finance agreement, use the following principle:

• Product or service queries → Merchant
• Finance agreement queries → Zopa Customer Services

Referring finance-related enquiries to Zopa Customer Services ensures customers receive the correct support and advice.  

See also Complaints, Customer Outcomes & Product Restrictions