Zopa Bank Limited
Financial Ombudsman decision DRN-6383565 Not upheld
Not upheldoutcome, as published by the Ombudsman
£5,000redress stated in the decision
Mon Jul 20deadline 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
APP scam refund refused, Complaint handling
In the Ombudsman’s words
Mrs Y complains that Zopa Bank Limited will not reimburse the funds she lost as a result of a scam.APP scam refund refused
Zopa acknowledged that it did not clearly take ownership of the matter when Mrs Y first reported the scam. It accepts that it did not provide timely responses or clearly communicate the next steps.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6383565.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.