Zopa Customer Reviews, Expert Rating & Alternatives

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.

Simple and straightforward mobile access app. Individuals may have had problems peculiar to them but for the rest of us no problems.

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!

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 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. 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!)

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

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

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

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!

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.

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.

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

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

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

Great app