Zopa ignoring complaint

debtfreedreamz2025

Hi all,

I registered an affordability complaint with Zopa due to an incredibly high loan they offered me and was approved for in an instant and in hindsight is not at all affordable and leaving me in a financial mess towards the end of every month. 

I sent off the complaint email on the 27th June outlining my complaint, I didn't hear back. So, I chased this on the 2nd July, just to check it had been rreceive but I didn't hear back. I then left it until the 10th July and chased again, just simply asking for my complaint to be acknowledged and they have still not even done this.

It is now the 17th July and so that means it has been 21 days since I emailed them and they have not even acknowledged the complaint so I have no doubt they haven't started to 'work' on a solution either as I have no complaint reference number. 

I used their online chat twice to chase it up and just get absolutely nowhere as well. 

Their phone times match my working hours so near impossible for me to call them although they do offer Saturday's which I didn't see before so I'm hoping to call them this weekend.

I used Debt Camels template for the complaint and in addition checked Zopa's complaint terms, and they have 8 weeks 'from the date you complain' so do I just leave it to tick over to 8 weeks and when I don't get a response, go straight to the Ombudsman? I have never actually had a company out-right ignore my contact attempts in this way and so I have no idea what to do!

Any help is appreciated

ManyWays

I suspect you just have to wait until the 8 weeks is up, then you can go to the Financial Ombudsman Service (FOS)

If you are in significant difficulty at the moment you could ask them for a payment arrangement, then if the complaint is upheld, they will remove any negative marks from your credit record. 

Gustygoat

ManyWays said:

I suspect you just have to wait until the 8 weeks is up, then you can go to the Financial Ombudsman Service (FOS)

If you are in significant difficulty at the moment you could ask them for a payment arrangement, then if the complaint is upheld, they will remove any negative marks from your credit record. 

I have a loan affordability complaint v Zopa at Ombudsman level right now after adjudicator rejected my complaint, even though I feel it is the strongest one of several against some current creditors.

I'm planning on defaulting the loan in just three weeks' time after several missed payments, so are you saying if I do so, but then win at the FOS, all negative markers will be removed?

Or would Zopa argue that as I still owe about 5k of the capital, the negative markers will remain in place?

I'm at a similar stage with Novuna over a far smaller loan, albeit they lost at adjudicator level but have appealed to the Ombudsman.

I've taken the approach that if I default on one debt, may as well default on all, but if those two cases go in my favour and such black marks removed, maybe I should keep paying my other creditors for now?

In case it helps DFD2025, my timeline from sending complaint to Zopa saw an acknowledgement via email within 72 hours, then request for bank statements three weeks later, then rejection of complaint a month after that - so about seven weeks in total.

GG

 

Rob5342

I had one company that didn't respond to my complaint, I cant remember who it was now. I didn't mess around, i just sent them an email a week before the 8 weeks was up saying I would escalate it to the FOS in a weeks time if they hadn't replied, which I did a week later as they hadn't.