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Zopa Bank Limited

Financial Ombudsman decision DRN-4280325 Upheld

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Complaint handling, Data and privacy

In the Ombudsman’s words

I don’t find that Zopa have done enough to keep Miss C updated about what was happening or communicated with her in a fair way. On one occasion Zopa sent an update to the third-party. Miss C had to contact Zopa on a number of occasions on the phone to try and rectify the matter. She was also promised multiple call backs that didn’t happen.Complaint handling

Zopa made a mistake in updating the email address on Miss C’s account to that of a third-party. It also doesn’t appear to be in dispute that Zopa restricted the use of the card for around three weeks and Miss C had to make a number of calls to Zopa to sort the matter out.Data and privacy

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4280325.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.