Terms & Conditions

ANTI-SLAVERY POLICY STATEMENT

Modern slavery is a crime and a violation of fundamental human rights. It takes various forms, such as slavery, servitude, forced and compulsory labour and human trafficking, all of which have in common the deprivation of a person’s liberty by another in order to exploit them for personal or commercial gain.

ZAP Loans Limited has a zero-tolerance approach to modern slavery, and we are committed to acting ethically and with integrity in all our business dealings and relationships and to implementing and enforcing effective systems and controls to ensure modern slavery is not taking place anywhere in our own business or in any of our supply chains.

ZAP Loans Limited are also committed to ensuring there is transparency in our own business and in our approach to tackling modern slavery throughout our supply chains, consistent with our disclosure obligations under the Modern Slavery Act 2015.

We expect the same high standards from all of our contractors, suppliers and other business partners, and as part of our contracting processes, in the coming year we will include specific prohibitions against the use of forced, compulsory or trafficked labour, or anyone held in slavery or servitude, whether adults or children, and we expect that our suppliers will hold their own suppliers to the same high standards.

This policy applies to all persons working for us or on our behalf in any capacity, including employees at all levels, directors, officers, agency workers, seconded workers, volunteers, interns, agents, contractors, external consultants, third-party representatives and business partners.

This policy does not form part of any employee’s contract of employment and we may amend it at any time.

Responsibility for the policy

The Company has overall responsibility for ensuring this policy complies with our legal and ethical obligations, and that all those under our control comply with it.

The Company has primary and day-to-day responsibility for implementing this policy, monitoring its use and effectiveness, dealing with any queries about it, and auditing internal control systems and procedures to ensure they are effective in countering modern slavery.

Management at all levels are responsible for ensuring those reporting to them understand and comply with this policy and are given adequate and regular training on it and the issue of modern slavery in supply chains.

You are invited to comment on this policy and suggest ways in which it might be improved. Comments, suggestions and queries are encouraged and should be addressed to Peter Lefley – Finance Manager.

Compliance with the policy

The prevention, detection and reporting of modern slavery in any part of our business or supply chains is the responsibility of all those working for us or under our control.

We aim to encourage openness and will support anyone who raises genuine concerns in good faith under this policy, even if they turn out to be mistaken. We are committed to ensuring no one suffers any detrimental treatment as a result of reporting in good faith their suspicion that modern slavery of whatever form is or may be taking place in any part of our own business or in any of our supply chains.

Detrimental treatment includes dismissal, disciplinary action, threats or other unfavourable treatment connected with raising a concern.

Communication & awareness of this policy

Training on this policy, and on the risk our business faces from modern slavery in its supply chains, forms part of the induction process for all individuals who work for us, and updates will be provided using established methods of communication between the business and you.
Our zero-tolerance approach to modern slavery must be communicated to all suppliers, contractors and business partners at the outset of our business relationship with them and reinforced as appropriate thereafter.

CORPORATE AND SOCIAL RESPONSIBILITY POLICY
ZAP Loans Limited acknowledge that running our business has an effect on society. In particular, we have a responsibility to our clients, our employees and contractors as well as the broader community in which we operate.
We are committed to taking responsibility for our actions and encourage a positive contribution towards improving standards for our clients and employees, minimising our impact on the environment and improving the quality of the local community.
By putting CSR into practice, we are committed, wherever possible, to:
• Conducting ourselves responsibly and in an ethical manner
• Creating a positive and supportive working environment
• Supporting local communities
• Improving service levels to clients
• Acting fairly in our dealings with suppliers and other third parties
• Minimising the impact on our environment.
Communication
We communicate this policy to our staff, clients and others by means of our website, publicity materials, and internal memos.
Responsibility and review
Peter Lefley is the firm’s nominated officer, has overall responsibility for our CSR strategy and for implementing this policy. Peter Lefley has a key role in ensuring the systems and controls we have in place are effective.
All members of staff have a role to play in complying with our CSR objectives and are encouraged to make further suggestions in relation to initiatives we could undertake. If anyone has a suggestion, they should contact ZAP Loans Limited.
We are fully committed to the highest possible standards of openness, honesty and accountability. In line with that commitment, in accordance with our Whistleblowing Policy, we actively encourage all staff members who have serious concerns about any real or perceived departure from the high ethical standard that we set to voice those concerns openly
We are committed to ensuring our policy remains effective. As part of our ongoing commitment, this policy is reviewed at least annually to verify its effective operation.
Our CSR principles
Our conduct
We aim to adopt the highest professional standards and not to act in such a way as to compromise our firm’s integrity.
We actively promote respect between our staff members in their dealings with each other and with clients and other third parties.
Our working environment
We recognise that our staff are our most important resource. We actively seek to offer our staff a positive and healthy working environment and ensure that they have rewarding careers and job satisfaction.
We consider all staff members to be equal and we aim to create a working environment which is free of unlawful discrimination.
Our community
In considering our impact on the community we have resolved to sponsor or otherwise support local charities.
We will allow members of staff time off work to enable them to carry out work in support of their chosen charity and to encourage dialogue with local communities and groups for mutual benefit.

Our clients
We are committed to delivering a high level of service to all our clients. We understand that our business exists in a very competitive market and in order to retain our clients we need to deliver a professional and courteous service.
Wherever possible, we take steps to promote equal opportunity in relation to access to the legal services that we provide. We take account of the diversity of the communities we serve in order to ensure that, subject to funding constraints, our services are accessible to all clients.
Suppliers
We are committed to eliminating unlawful discrimination and to promoting equality and diversity in our professional dealings with suppliers and other third parties.
We endeavour to enter into clear and fair contracts with our suppliers. We commit to the timely settlement of suppliers’ invoices.
Wherever possible, we aim to support the local economy by contracting with local suppliers.
Environment
We are committed to behaving responsibly and to minimising our impact on the environment. We aim to minimise our impact on the environment by:
• Minimising waste and adopting sensible recycling policies in respect of our paper and food consumption
• Providing safe and comfortable working conditions
• Encouraging staff to walk or cycle to work
• Ensuring that electrical equipment and lights are off when not in use
• Ensuring that heating is turned off or down outside office hours

FINANCIAL PROMOTIONS POLICY.
ZAP Loans Limited adheres to the Financial Promotions that it must not contain false or misleading information. This includes information that must be easy to read (or hear) and use language which is not difficult to understand. All relevant information (including exclusions) must be included. ZAP Loans Limited ensures clarity in both its online and in showroom advertising. All adverts are descriptive and not misleading. They are factually correct at the time of publication.
The Representative APR is a rate at or below which ZAP Loans Limited expects 51% of customers to achieve when entering into an agreement as a result of the Financial Promotion. This APR may be subject to change according to the market conditions. In the event that this APR should change then this will be updated on our website accordingly. The only time that a monthly repayment can be shown without triggering the requirement for a Representative Example is for a ‘0% APR’ deal (as 0% APR does not attract any interest and therefore monthly repayments do not include any element of an amount relating to the cost of credit).
ZAP Loans Limited displays each finance example in accordance with the guidance and regulations.

PRIVACY POLICY
References in this policy to “ ZAP Loans Limited ” are references to ZAP Car Finance.
The registered address is:
Quebec Street
Wakefield
West Yorkshire
WF2 9SA

ZAP Loans Limited provide regulated and unregulated motor finance products, services, and associated general insurance products to customers in the UK through our Partners. ZAP Loans Limited are authorised and regulated by the Financial Conduct Authority.
Although this Privacy Policy describes some of the uses of your information made by us, our Partners may also collect other information relating to you. Each Partner is a Data Controller in relation to the information it processes for its own purposes. Their privacy policies will set out how they use your information. If you have any queries regarding the use of your information by our Partners please contact them directly or visit the privacy policy on their website.
Changes To This Privacy Policy:
We may modify or update this privacy policy from time to time.
If we change this privacy policy, we will notify you of the changes by publishing an updated policy on this website. Where changes to this privacy policy will have a fundamental impact on the nature of the processing or otherwise have a substantial impact on you, we will give you sufficient advance notice so that you have the opportunity to exercise any rights you may have (e.g. to object to the processing).
How Do We Collect Your Personal Information
These are the main ways we collect your information.
If you contact us directly via our websites or via our customer hotlines to request information about our products and services.
If you buy a product or service directly from us.
If you reply to our direct marketing.
If your contact details are transferred from Partners or other third parties.
If we acquired your personal data from other sources, for example social media sites.
If you give information on behalf of someone else you must ensure that you have their permission and that they have been provided with this Privacy Policy before doing so.
If you are under 16 please do not provide us with any of your information unless you have the permission of your parent or guardian.
Please help us to keep your information up to date by informing us of any changes to your contact details or privacy preferences.
What Information may Be collected about you
The following types of personal information about you may be collected:
Contact Details
Name
Address
Phone numbers
Email address
Interests
Information you provide us about your interests
Including the type of vehicles you are interested in.
Website and Communication Usage
How you use our website and whether you open or forward our communications, including information collected through cookies and other tracking technologies.
Sales and Services Information
Relating to purchases and services, including complaints and claims.
Credit and Anti-Fraud Information
Information about transactions, requests for credit and non-payment of debts with us and third parties and credit ratings from credit reference agencies
Fraud, offences, suspicious transactions, politically exposed person and sanctions lists where your details are included.
Employment history
Bank details
We may also ask you to provide information about your health if it becomes aware of a condition that might affect your ability to repay the finance without difficulty.
How Your Personal Information May Be Used
Use of personal information under UK data protection laws must be justified under one of a number of legal grounds and we are required to set out the grounds in respect of each use in this policy. The main uses of your information are:
Customer Support and Marketing – to respond to enquiries and complaints and to bring you news and offers.
We may use your personal data for customer care and for personalised communications of and service information, with your consent where necessary. For these purposes, We may transmit this data to authorised dealerships and brokers.
In order to ensure that you receive relevant and personalised communications, we will use some of your data to create an individual customer profile and we may share your personal data with authorised our Partners. This may include data you have provided to these companies, or which is generated by your use of our products, for example contact details, preferences, customer history, vehicle data, app usage and online behaviour.
We may pass on your agreement details (term, monthly payment, rate, mileage, final payment, and agreement number and vehicle details) to the Partners who sold your vehicle to you to discuss your end of contract options, and if you agree, to discuss any future financing.
Vehicle Finance – to assess your eligibility for finance to comply with legal obligations and for legitimate interests. For example to ensure that we offer the most appropriate offers of finance to you, to ensure that the services function correctly, to prevent fraud and money laundering and to ensure that your records are accurate and up to date
When you apply for finance you must provide certain personal information. We may share the information with Credit Reference and Fraud Prevention Agencies to help them decide whether to offer you finance. Using information about you in this way is necessary for us to make this decision and if you do not provide it to us we may not be able to offer you finance. Your information will be used by us and these agencies as follows:
They will check records about you and others held by them and by Credit Reference and Fraud Prevention agencies, for example to assess your application for credit and verify identities to prevent and detect crime and money laundering. The Credit Reference Agencies will place a search footprint on your credit file that may be seen by other lenders. They will supply public information (for example information held on the electoral register) as well as shared credit and fraud prevention information. The Fraud Prevention Agencies will use your personal information to prevent fraud and money-laundering and to verify your identity.
If you are making a joint application or if you advise us of a director or that you have a spouse or financial associate, they will link your records together so you must be sure that you have their agreement to disclose information about them. Credit Reference Agencies also link your records together and these links will remain on your and their files until such a time as you, a director or your partner successfully files for a disassociation with the Credit Reference Agencies to break that link.
If you give us false or inaccurate information or we suspect or identify fraud, we will record this and may also pass on the information to Fraud Prevention Agencies and other organisations involved in crime prevention. Law enforcement agencies may also access and use this information. If fraud is detected, you could be refused certain services, finance or employment.
We and other organisations may access and use from other countries the information recorded by Fraud Prevention Agencies, which may be publicly-available sources.
Your data may also be used for other purposes for which you give your permission or, in limited circumstances, when required by law or where permitted under the terms of relevant data protection and privacy law.
If you would like full details about how your information will be used by us, Credit Reference Agencies and Fraud Prevention Agencies, including details of your rights in relation to your information, or you would like to obtain contact details of the Credit Reference and Fraud Prevention Agencies, please visit
www.experian.co.uk
Scorex House West 1 Bolton Road, Bradford BD1 4AS
Or
www.equifax.co.uk
6 Wellington Place, Leeds LS1 4AP

We use automated decision-making tools to help it to decide whether to offer you finance. Based on the information you provide us, we will compare this against different metrics to determine whether you meet the eligibility criteria for finance or to determine whether you will be able to make repayments on a vehicle without difficulty. If your application for finance is rejected using automated means alone, you will be given the opportunity to ask for the decision to be reviewed manually. This does not mean that the decision will be changed.
We do not share credit and anti-fraud information unless otherwise requested by an official with consent.
We will also use your personal information to manage its contractual obligations and to enforce its rights under the finance agreement. For example, if you fall into arrears or break any other term of the agreement, we may pass on your details to a debt collection agency for the purpose of collecting the debt or to a vehicle recovery agent to repossess the vehicle or to solicitors to issue court proceedings against you .
Compliance With Legal Requests For Your Information – To Comply With Our Legal Obligations To Law Enforcement, Regulators And The Court Service
We may be legally required to provide your information to law enforcement agencies, regulators, courts and third party litigants in connection with civil or criminal proceedings or investigations anywhere in the world. Where permitted, we will direct any such request to you or we may notify you before responding unless to do so would prejudice the prevention or detection of a crime.
Legal Grounds For Processing Of Your Personal Information
The use of your information set out above is permitted under UK data protection law on the basis of these principal legal grounds:
Where you have consented to the use you will have been presented with a consent form in relation to any such use and may withdraw your consent at any time by contact us in writing or by telephone :
Telephone 01226229215
Address:
Quebec Street
Wakefield
WF29SA

Third Parties To Whom We May Transfer Your Data
• Personal information which we collect may be transferred to or accessed by third parties on our behalf, with your consent where necessary.
• Marketing and research companies who run and manage marketing and research campaigns
• Event companies who run and manage sponsored events
• Card Payment Services providers who operate payment platforms
• Logistics and courier companies who transport our products to you
• Law firms who provide legal advice to us (e.g. where there is a customer dispute).
This is only shared in a secure manner, using a consistent security protocol. When we share with other parties we ensure that they only use your personal data for the purpose it was collected and do not allow them to abuse this agreement.
How Do We Keep Your Personal Information Safe
We use technical and organisational security measures including encryption and authentication tools to protect your personal information, against manipulation, loss, destruction, and access by third parties.
Although data transmission over the Internet or website cannot be guaranteed to be secure, we and our business partners work hard to maintain physical, electronic and procedural safeguards to protect your information in accordance with applicable data protection requirements. Our main security measures are:
Tightly restricted access to your data on a “need to know” basis and for the communicated purpose only
Transferred collected data only in encrypted form
Highly confidential data stored only in encrypted form – e.g. credit card information
Firewalled IT systems to prohibit unauthorised access e.g. from hackers
Permanently monitored access to IT systems to detect and stop misuse of personal data.
If you have a personal password which enables you to access certain parts of our websites or any other portal, app or service we operate, do not forget your responsibility for keeping this password confidential. We ask you not to share your password with anyone.
How Long We Keep Your Personal Information
We retain your information only as long as is necessary and only for the purpose for which we obtained them. We restrict access to your information to only those persons who need to use it for the relevant purpose.
Our retention periods are based on business needs and your information that is no longer needed is either irreversibly anonymised or destroyed securely.
Use for end of contract options:
We retain your personal information for as long as is necessary, but only for the relevant purpose that we collected it for. For example, if you have obtained finance for the purchase of a vehicle through a finance company , we will retain your personal data for the life of your finance product, so that towards the end of that period we can get in touch with you about your options at the end of the finance term.
Use to perform a contract:
In relation to your information used to perform any contractual obligation with you we may retain that data whilst the contract remains in force plus six years to deal with any queries or claims thereafter.
Where claims are contemplated:
In relation to any information where we reasonably believe it will be necessary to defend or prosecute or make a claim against you, us or a third party, we may retain that data for as long as that claim could be pursued.
Data Sharing With Third Parties
Some of your personal information may be accessed by our staff, agents or contractors from a country outside the European Economic Area (EEA) for any of the purposes set out in this policy. These countries may have in place data protection laws which may be of a lower standard than in the EEA. We will ensure that any of your information that is accessible outside the EEA is handled subject to appropriate safeguards.
Certain countries outside the EEA, such as Canada and Switzerland, have been approved by the European Commission as providing essentially equivalent protection to EEA data protection laws and therefore no additional legal safeguards are required. In countries which have not had such approval, we will either ask for your consent to the transfer or transfer it subject to European Commission approved contractual terms that impose equivalent data protection obligations directly on the recipient unless we are permitted under applicable data protection law to make such transfers without such
• Contacting Us About This Privacy Policy
If you have any questions in relation to our use of your information you should first contact us using the following means;
01924 433423 plefley@zaploans.co.uk
Or by writing to us at:
ZAP Loans Limited
Quebec Street
Wakefield
West Yorkshire
WF2 9SA
Under certain conditions you have the right to require us to:
Provide you with further detail on the use we make of your information
Provide you with a copy of your information
Update any inaccuracies in the information we hold about you
Delete any information about you that we no longer have a lawful ground to use
Remove you from any direct marketing lists when you object or withdraw your consent
Provide you with your personal information in a usable electronic format and transmit it to a third party (right to data portability)
Restrict our use of your personal information
Cease carrying out certain processing activities based on the legitimate interests ground unless our reasons for undertaking that processing outweigh any prejudice to your data protection rights
Your exercise of these rights is subject to certain exemptions to safeguard the public interest (e.g. the prevention or detection of crime), our interests (e.g. the maintenance of legal privilege) and the rights of third parties.
If you are dissatisfied with our use of your information or our response to any exercise of these rights you have the right to complain to the Information Commissioner’s Office which regulates the processing of personal data in the UK.
• Data Privacy Officer Contact Details
If you have questions in relation to our use of your personal information you should contact the our Data Privacy Officer:
Mr Peter Lefley
ZAP Loans Limited
Quebec Street
Wakefield
West Yorkshire
WF2 9SA

Changes To This Privacy Policy:
We may modify or update this privacy policy from time to time.
If we change this privacy policy, we will notify you of the changes. Where changes to this privacy policy will have a fundamental impact on the nature of the processing or otherwise have a substantial impact on you, we will give you sufficient advance notice so that you have the opportunity to exercise any rights you may have under local law (e.g. to object to the processing).
________________________________________
• WEBSITE POLICY DISCLOSURE
This privacy policy sets out how ZAP Loans Limited uses and protects any information that you give John Holland Sales Limited when you use this website.
ZAP Loans Limited is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
ZAP Loans Limited may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from [date].
What we collect
We may collect the following information:
· Name and address.
· Contact information including email address and mobile telephone number.
· Demographic information such as postcode, preferences and interests
· Other information relevant to customer surveys and/or offers
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
· Internal record keeping.
· We may use the information to improve our products and services.
· We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
· From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, or mail. We may use the information to customise the website according to your interests.
Security
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
How we use cookies
A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information
You may choose to restrict the collection or use of your personal information in the following ways:
· If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at the address below.
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
**Data Protection Act: ZAP Loans Limited will hold and use your personal information for marketing and solicitation purposes.

VULNERABLE PERSONS POLICY
We are aware some customers may experience financial difficulties as a result of the current situation, and we would like to reassure you of our commitment. We take our responsibility for ensuring good consumer outcome and the handling of all customers who may be experiencing vulnerability very seriously and we will do everything we can to support you over the coming weeks and months. If you are an existing customer and are experiencing difficulties in making your payments please contact the finance provider in the first instance. ZAP Loans Limited will also support and assist you. Please email in the first instance;
plefley@zaploans.co.uk
ZAP Loans Limited is a responsible organisation and we have in place appropriate procedures for identifying and dealing with vulnerable customers to ensure that they are:
1. Act in good faith towards customer, avoid causing foreseeable harm, and support them to pursue their financial objective.
2. Treated on an individual basis, with a suitable level of forbearance and consideration.
3. Communicated with in an ethical manner that is suitable to their circumstances and any limitations they may have.
4. Generally supported in the appropriate manner.

ZAP Loans Limited has processes and procedures in relation to vulnerable customers to ensure we adhere to best practices at all times, this includes, but is not limited to the latest regulation and guidance issued by the Financial Conduct Authority (FCA)

• The latest regulation and guidance issued by the Finance & Leasing Association (FLA)
  • Industry ‘best practice’ initiatives including those produced by various specialist organisations including;
  • Money Advice Trust
  • National Debtline
  • StepChange
  • Citizens Advice Bureau
  • Royal College of Psychiatrists

To summarise, as a business, we take our responsibility to ensure that product and services provided meet the customers’ needs and support to obtain their financial objectives, and our handing of all vulnerable customer very seriously.  We aim to provide customers with all of the information that they need to be able to make informed decisions and we also ensure that should their circumstances change they are aware of all options and the impacts associated with subsequent choices. We look to provide an empathetic approach designed to meet all customers’ needs this is supported by clear, fair and not misleading communications”

CONSUMER DUTY POLICY 

Consumer Duty Policy
Introduction
ZAP Loans Limited is committed to adhering to the Financial Conduct Authority (FCA) Consumer Duty principles. Our Consumer Duty Policy is designed to ensure that we consistently deliver good outcomes for our clients, ensuring they receive products and services that meet their needs, are priced fairly, and are presented in a manner they can understand.

Objectives
Ensure our products and services are designed to meet the needs of our customers.
Provide clear, transparent information to help customers make informed decisions.
Ensure fair treatment of customers in all interactions.
Monitor and continuously improve customer outcomes.
Scope
This policy applies to all employees, representatives, and agents of ZAP Loans Limited involved in the provision of financial products and services to consumers.

Key Principles
Customer Understanding

Provide clear, accurate, and timely information to help customers make informed decisions.
Use plain language and avoid jargon in all communications.
Ensure marketing materials are not misleading and provide a balanced view of benefits and risks.
Product Governance

Design and distribute products that meet the needs, characteristics, and objectives of the target market.
Conduct regular reviews of products and services to ensure they remain suitable for the target market.
Take appropriate action if products are identified as not meeting customer needs or causing harm.
Price and Value

Ensure the pricing of products and services represents fair value to customers.
Avoid any hidden charges and clearly disclose all costs associated with our products and services.
Regularly review pricing structures to maintain fairness and competitiveness.
Customer Support

Provide accessible and responsive customer service to address queries, complaints, and issues.
Ensure customer service representatives are well-trained and equipped to assist customers effectively.
Proactively reach out to customers to resolve any issues or concerns.
Fair Treatment

Treat all customers fairly, with respect, and without discrimination.
Identify and support customers in vulnerable situations, ensuring they receive appropriate assistance.
Implement measures to prevent and address any form of customer detriment.
Monitoring and Review

Regularly monitor customer outcomes to identify areas for improvement.
Conduct periodic reviews of policies, procedures, and practices to ensure alignment with FCA guidelines and evolving customer needs.
Use customer feedback to inform continuous improvement efforts.
Responsibilities
Senior Management: Ensure the policy is implemented effectively across the organisation and that all staff are aware of their responsibilities.
Compliance Team: Monitor adherence to the policy, conduct regular audits, and report findings to senior management.
All Employees: Adhere to the principles outlined in this policy and actively contribute to delivering good customer outcomes.
Training and Awareness
Provide regular training to all employees on the Consumer Duty principles and their application.
Ensure new employees receive comprehensive onboarding training on this policy.
Complaints Handling
Implement a robust complaints handling process to address customer complaints promptly and fairly.
Regularly review complaints data to identify trends and areas for improvement.
Reporting and Accountability
Report on key metrics related to customer outcomes to senior management and the FCA as required.
Ensure accountability at all levels of the organisation for delivering good customer outcomes.
Review of Policy
This policy will be reviewed annually or more frequently if required by regulatory changes or business needs.

Approved by:
Peter Lefley
Finance Manager
June 2024

This Consumer Duty Policy outlines how ZAP Loans Limited ensures compliance with FCA guidelines, focusing on delivering good outcomes for customers and maintaining high standards of fairness, transparency, and customer care.