FINANCE FOR
RESIDENTIAL.

Q: A homeowner is asking me about interest rates, APR, or the total repayment amount — what should I say?

A: You can confirm that a finance option is included in their proposal and that the full details are set out there. Direct any further questions to Zopa Bank directly, they are the lender and hold the actual rate and repayment detail. You are not authorised to explain finance terms, so don’t go further than confirming the option exists.

Q: Can I recommend finance to a homeowner, or tell them it’s a good option for their situation?

A: No. Don’t advise on suitability, affordability or compare the offer to other finance products, or encourage a homeowner to take finance. Your role is to generate and send the proposal to the homeowner, the finance conversation from there is between the homeowner, Segen Finance and Zopa Bank only. The finance information must be clearly identified as being brokered by the FCA credit broker, Segen Finance.

Q: A homeowner has decided to go ahead with the finance option in their proposal — what do I need to do?

A: Nothing. Once a homeowner chooses to explore finance, Zopa Bank contacts them directly to progress the credit application. You don’t need to initiate contact, chase the outcome, or take any action.

Q: What if a homeowner asks me to compare the Segen Finance offer with a loan they’ve seen elsewhere?

A: Don’t make the comparison yourself. Confirm the offer is set out in their proposal and direct them to Zopa Bank for anything beyond that.  Comparing loan terms is a financing question, not something you are regulated or permitted to provide guidance on.

Q: I’ve spotted a technical issue with the proposal tool — who do I contact?

A: Report it to Segen support, including a description of the issue and the proposal reference.

Q: A homeowner has told me the finance figures in their proposal look wrong — what should I do?

A: Pass on exactly what the homeowner has told you, along with the proposal reference, to Segen support. You won’t be able to see the finance calculation yourself, it’s only ever shown to the homeowner, so don’t try to check or explain the figures; just relay the report.

Q: How will I know if my customer’s finance application has been approved?

A: You’ll be notified once Zopa Bank approves the finance and the cooling-off period starts, the project status on your dashboard will update to reflect the approval.  This will be both via email and within the project section of your proposals tool.

Q: What is the cooling-off period, and can I book a delivery or installation date before it ends?

A: Once Zopa approves the finance, the homeowner has a statutory 14-day right to cancel. No delivery can occur until that period has passed without cancellation, this is a system lock, not something that can be worked around.  A delivery can be booked during this cooling off period however it must be scheduled for after the 14 day period has passed.

Q: What happens if the homeowner cancels during the cooling-off period?

A: The order is automatically cancelled, no invoice is raised and no stock is allocated. You’ll be notified straight away, and the project will show as voided in your dashboard.

Q: I’ve had a payout confirmation but can’t see the funds in my bank account yet — what’s happening?

A: Funds land in your Modulr account first and are only cleared to your own bank account once a day, in the evening. If it’s before that evening’s clearing run, the money hasn’t transferred across yet.

Q: Where do I find my VAT invoice for a financed order?

A: It is sent to you as soon as the order has shipped, once the cooling-off period has passed.  You don’t need to request it.  It will also be available in your installer account.

Q: What if there’s a defect or an issue the homeowner wants fixed before they sign off?

A: The homeowner can raise this before signing the Certificate of Acceptance. Sign-off is blocked while any raised issue remains open, so it needs to be resolved first.

Q: What if a homeowner raises a complaint?

A: Please identify the nature of the complaint for example, poor installation, damage to roof, finance was misrepresented, loan agreement is misleading etc. Once you have identified with the homeowner the nature of the complaint, please contact Segen Finance and Zopa Bank directly. It is not your role to decide something is not a complaint, an FCA regulated complaint differs from a installation complaint and will be dealt with by the credit broker or lender depending on the complaint. Please take detailed notes from the homeowner and contact the correct entity to discuss further. If it is a credit broker issue then the complaints procedure for the FCA ombudsman is listed on the Segen Finance website, likewise for the lender.