Zopa Bank Limited
Financial Ombudsman decision DRN-6043002 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Fri Mar 13deadline to accept (not the decision date)
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
Identity checks and access, Support for vulnerable customers
In the Ombudsman’s words
failed to make reasonable adjustments to enable her to successfully verify her identityIdentity checks and access
Ms H has complained that Zopa has failed in its duty to make reasonable adjustments under the Equality Act 2010Support for vulnerable customers
Rules cited
Equality Act 2010, Money Laundering Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6043002.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.