- Good Money Guide experts commend Zopa for its user-friendly mobile app and award-winning customer service, highlighting its transparency and ease of use across its financial products. However, they note concerns regarding high credit card APRs and the lack of physical branch access, which may deter customers who prefer in-person support.
- Across 17 user reviews on Good Money Guide, averaging 1.6/5, customers frequently express frustration with poor customer service, citing slow response times and conflicting information from staff. Many users report negative experiences related to account restrictions and a lack of empathy during financial difficulties, leading to a general sentiment of dissatisfaction with the service provided by Zopa.
Zopa Expert rating
Our expert rating is the average of the areas listed here, each scored out of 5 by our team.Our experts have rated Zopa across five key areas of our review framework.
- Pricing4.5
- Product Range4.0
- App & Platform5.0
- Customer Service4.5
- Education & Analysis3.5
Pros
- Easy-to-use mobile app
- Award-winning customer service
- Flexible loan repayment options
Cons
- High credit card APRs
- No physical branch access
- Rates depend on credit
See full expert review
Our verdict
Zopa scores highly on transparency, customer experience, and ease of use. It is open about costs, offers digital-first tools that are easy to navigate, and has won numerous awards. However, its credit card interest rates can be high, and the absence of branch-based service may be a drawback for customers who prefer face-to-face support. Overall, Zopa offers a strong suite of financial products for those looking for a modern, digital bank with a growing reputation and a focus on customer satisfaction.
What does Zopa do?
Zopa is a UK digital bank that started life in 2005 as a peer-to-peer lending platform before launching full banking services in 2020. Today, Zopa offers a range of financial products including personal loans, savings accounts, credit cards, car finance and, most recently, a current account under the brand name “Biscuit.”
Zopa has over 1.4 million customers and positions itself as a mobile-first, user-friendly alternative to traditional banks. Customers can manage all their accounts and credit products via the Zopa app or website.
Is Zopa Bank safe?
Zopa Bank is safer than it used to be for saving as they no longer offer peer-2-peer lending, which is where you where lending money to other people through it’s platform. Now, when you borrow or save with Zopa bank your money is protected by the FSCS. As Zopa does not currently offer investing accounts, saving money in interest paying accounts is safer than in the stock market as there is no risk of getting back less than you put in.
However, saving cash in a safe Zopa account may mean that it will be worth less in the future if the interest rate you get from Zopa is less than the rate of inflation. If you want better returns, an investment account may be more appropraite.
Who ows Zopa Bank?
Zopa Bank Ltd is privately owned and has received funding from major institutional investors including SoftBank Vision Fund and AP Moller Holding. The business has grown rapidly in recent years and is now profitable.
In 2024, it reported a pre-tax profit of £15.8 million, reversing a loss from the year before. The company is regulated by the Financial Conduct Authority (FCA) and customer deposits are protected by the Financial Services Compensation Scheme (FSCS), giving users added peace of mind.
Does Zopa offer credit cards?
Yes, Zopa does offer a credit card. It has no annual fee and provides a credit limit typically starting from £200 up to several thousand pounds depending on credit checks. The representative APR is 34.9% although the exact rate depends on your personal financial profile.
The card comes with features such as instant spend alerts, a “credit cushion” buffer for unexpected payments, and tools to manage your balance. Zopa won “Best Credit Card Provider” at the British Bank Awards in 2025, reflecting strong user satisfaction.
However, it is worth noting that some customers have seen their interest rates increased recently, with the minimum APR rising from under 10% to around 26.6% for new applicants.
Are Zopa loans expensive?
Zopa personal loans are competitively priced but may not always be the cheapest on the market. They offer fixed-rate loans from £1,000 to £35,000 with repayment terms ranging from 1 to 7 years.
There are no arrangement fees, and overpayments are allowed without penalty in most cases, although early repayment terms should be checked before signing. Zopa loans are often praised for transparency and speed, with many customers receiving funds the same day.
The exact APR depends on your credit score and personal circumstances, but rates are generally in the mid-range compared to other online lenders. While not the cheapest, the convenience and customer service often make up for slightly higher rates for some borrowers.
Zopa Customer reviews
Customer ratings come from reviews left on this site. Every review is read and approved before it is published.Based on 17 reviews
- Excellent12%
- Very good0%
- Basic6%
- Poor0%
- Bad82%
Read customer reviews
appalling experince
Appalling experience with Zopa. Their computer decided to “restrict” my account- fair enough, I understand that they are regulated and need to monitor transactions, but I hadn’t done anything that major on the account. There was no ability to speak to them about this at all, just messages in a chat. It took between 16-24 hours for each stage of the process. My funds were locked up for 3 whole days and then the restriction was lifted with no notification. No apology, no explanation, no human contact. The new app keeps having to be reinstalled as it wont load. Im closing my account now and will never deal with Zopa again.
Great online bank would recommend
Simple and straightforward mobile access app. Individuals may have had problems peculiar to them but for the rest of us no problems.
I can't pay rent because of a silly mistake and ZOPA had no empathy
Every month, I put money in an easy access pot to keep it aside to pay bills, it’s peanuts to ZOPA but a lot to me.
However, this month I accidentally clicked too quickly and transferred it to a 31 fixed savings pot.
I spoke to several people trying to explain this, and that they could see it was an accident if they just looked at my monthly history. But no-one had an ounce of empathy, even when I complained and escalated it.
this £800 is nothing to Zopa, but it means that I can’t pay me rent or bills this month and now I’m desperate. I tried to explain this to Zopa, but their policies mean that whoever I spoke to act like robots following their silly policies and don’t treat customers with empathy or respect over what was a silly mistake.
Thanks for ruining my life Zopa! I hope your lack of customer care and empathy proves to be your long term downfall!
Poorly trained staff give conflicting and wrong info
I used chat and then later phoned to ask why my funds were not showing in my account. Both gave different but wrong info. Zopa’s systems are not fit for purpose. Clunky and slow.
Avoid avoid avoid!!!
Avoid this company, not just the worst company I have ever had the misfortune to deal with but the people that work there are just lazy and rude. These people took great pleasure in ruining my life while I was in hospital fighting for mine. Defaulted my car finance with no communication or warning because I was a bit late (was in hospital) I offered to pay the outstanding balance and catch up but because the person on the phone took a dislike to me they went ahead and defaulted me, repossessed my £5000 car and sold it for £1700 leaving me to pay the difference (not paying because when they refused to let me pay they broke the contract) So the upshot is I would stay away from these scammers
AVOID – Limited card payments (without telling me) from £10000 daily to £1000 – support is appallingly slow
AVOID. Disgraceful service. Limited a card payment from £10,000 to a mere £1000 *without telling me*, support takes 14 HOURS TO RESPOND on a LIVE CHAT. Complaints email is complaints@zopa.com (took 14 hours to get that out of them!)
AVOID AVOID AVOID
Total bunch of scammers, not people id trust with my money after what they done to myself. They basically repo’d my car because i was in arrears by £260, i offered to pay it and explained that id been in hospital, that was met with zero understanding or humanity, they went ahead and repo’d my £5000 car and sold it for £1500 and saying i need to pay the difference……for what? I offered to pay but YOU refused and sold the car for a lot less than it was worth. This had an massive affect on my mental health which they found really funny. Their just awful people
£33,521.76 locked since 7 Oct — promised 48h then 8 days; 7 weeks later still no refund
I’m sharing this to inform others of what to expect.
Zopa (Biscuit account) closed my account on 7 Oct 2025 and requested my payout details. I provided them within around 3 hours that same day (to my bank, sort code 04-05-11, account ending 6928). Initially, they said the money would be returned in 48 hours, but then they changed it to 8 days.
Since then, I’ve received the same generic responses: “under review” and “wait for an update,” but no payout. The balance is £33,521.76, which is a significant amount. I’ve followed up by phone and chat multiple times and lodged a complaint. There is still no clear reason, timeline, named case owner, or payment.
I’ve reported this to the FCA for conduct concerns and submitted a complaint to the Financial Ombudsman Service for compensation. All I want is my balance returned quickly through Faster Payments or fee-free CHAPS and fair compensation for being unable to access my own money for so long.
Dates are important: as of 26 Nov 2025 (7 weeks after closure), the money still hasn’t been sent back despite Zopa’s own promises of 48 hours or 8 days.
Advice for others: keep everything in writing, note dates and amounts, ask for a final response if you need to escalate to the Ombudsman, and don’t accept vague “under review” updates when your money is involved.
Date of experience: 29 Sept 2025 – Ongoing
A total joke of a company
If you would like to be scammed and treated like dog doo doo then this is the “bank” for you. They have no ethics or morals. Stay well clear their fraudsters
Useless and Dodgy or In with the Fraudster for Insurance payouts!
I reported multiple Fraudulant transcactions on my Cc on a Monday at 9am (when they open for calls) and the transactions were pending, I did all the leg work for Zopa and conatcted all the retailers off which the TA’s came from, they were all pending, by Wednesday they had all be approved and all funds gone from my CC! Affect on credit file, Zopa then take the P’s and send me my interest statement charging me for the £500 odd taken off me! They seem to
Not care and will then just claim back off their insurance broker thus completing the merry- go-round of dodgyness!
Froze account
Got an email on a Friday (who looks at emails now) to say there was suspicious activity and they have blocked my card.
Seen it on the Sunday and no help line to call.
Rang Monday morning at 9am and they said the block was lifted. Tried to use card and it was still blocked.
This was my only access to money, I’m a single mum and don’t get paid for another 1.5 wks.
Rang back and they said there was nothing they could do, left me absolutely stranded with no money to buy food or electric.
Second time my card has had suspicious activity, terrible system and seemingly their security is abysmal, said I was one of many to be affected by suspicious activity.
They should have called me directly on the Friday before blocking my card. Absolute JOKE of a company.
They gave me some random guy's details then logged me out while trying to get help from abroad!
Utterly shambolic. Went to live chat for help from abroad, not only did they fail to be any help whatsoever, they ‘confirmed’ who I was by giving me someone else’s details; name, email, mobile number, everything. They then repeatedly logged me out of live chat as soon as I complained at their shocking behaviour. These people are not just idiots, they’re dangerous. Will be reporting to the information commissioner.
Scammers
Used zopa for car finance, i took ill for a few weeks and missed 2 payments £260 , i offered ro pay this but they decided to just default me, meaning i lost my job, my family and any reason to live. Dont trust them, WHY wouldn’t they let me just pay it? They would rather repo the car and sell it at auction to make nothing. And thanks to them i can no longer pay the payments rhey think their atill owed for a car i don’t have….makes no sense unless its a scam
Scammers
Have car finance with zopa , i missed 2 payments because of ill health. I offered to catch up on my next wage. They would rather default me and send my life in a spiral of depression than let me pay. Tell me its not a scam when i have no car and a 5 grand debt to them, AVOID AVOID AVOID
Awful experience awful service left stranded
On 27th August, Zopa blocked my account immediately after I transferred my wages. I’m a disabled woman and was left stranded late at night with no way home.
I called their emergency number and spent 25 minutes on hold. When I asked to speak to a manager, I was told two hours. The escalation team refused to speak to me directly.
To top it off, their follow-up text survey failed with “keyword not recognised.”
Zopa’s emergency and support systems are dangerous, unreliable, and leave vulnerable customers at risk. They failed me when I needed them most.
Very good
Very good
Great app
Great app
Leave a review
Zopa Bank Alternatives
| Name | Logo | Interest Rate | Switching Offer | GMG Rating | Customer Reviews | CTA | Feature | Expand |
|---|---|---|---|---|---|---|---|---|
| | Interest Rate 4.5% | Switching Offer £0 | GMG Rating | Customer Reviews | Added value:
| |
Zopa Bank News
- Zopa’s ‘Ask Zopa’ unveiled for Biscuit Customers - Zopa Bank has launched a new AI-powered banking service that allows customers to make payments, manage their money and carry out everyday banking tasks simply by asking the app. Called “Ask Zopa”, the new functionality is being introduced through Zopa’s Biscuit current account and uses natural language, memory and personalisation to provide what the digital […]
- Zopa doubles cashback on bills to 4% – but how does it compare to competitors? - Zopa has doubled the cashback rate on household bills for customers using its Biscuit current account, as banks continue competing for savers and current account customers amid ongoing cost-of-living pressures. The challenger bank announced that new customers opening a Biscuit current account during the promotional period will receive 4% cashback on eligible household bills paid […]
- Zopa launches investment accounts. But are they any good? - Zopa has officially entered the UK investment market with the launch of two simple, ready-made investment funds available through a Stocks & Shares ISA or a General Investment Account. The products are designed for first-time or hesitant investors who want a straightforward way to grow their money without navigating complex fund choices. Customers can open […]
- Zopa launches market-leading 4.75% Easy Access savings rate for Biscuit customers - Digital bank Zopa is boosting returns for savers with the launch of a market-leading Easy Access savings rate of 4.75% AER, available exclusively to customers who open or hold a Biscuit current account and deposit £500 per month. The new rate combines Zopa’s standard 3.25% AER variable Easy Access rate with a 1.50% AER fixed […]
- Zopa partners with John Lewis Money to offer personal loans - Zopa Bank has partnered John Lewis Money to bring its personal loans to up to 23 million new customers. Under this new partnership, consumers are able to access Zopa Bank personal loans through the John Lewis Money website. It comes as John Lewis pursues a £100 million drive to quadruple its financial services business as […]