We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 235 results
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Decision Reference DRN-4705127
6 Dec 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4705127 The complaint Mr H complains Zopa Bank Limited didn’t do enough to protect him when he fell victim to an online scam and didn’t do enough checks before agreeing to lend. What happened Mr H has an account with a business who I’ll refer to as “H” throughout the rest of this de... (3 pages)View decision -
Decision Reference DRN-3873203
9 Jan 2023 Zopa Bank Limited UpheldConsumer CreditDRN-3873203 Complaint Mr H has complained about loans Zopa Bank Limited (trading as “Zopa”) provided to him. He says the loans were unaffordable and so should never have been provided to him in the first place. Background Zopa initially provided Mr H with a first loan for £5,000.00 in Sept... (3 pages)View decision -
Decision Reference DRN-5245852
22 Jan 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5245852 The complaint Mrs B complains that Zopa Bank Limited acted irresponsibly when it provided her with a credit card account. She wants all interest and charges refunded and offset against her outstanding balance and to be allowed to repay the outstanding balance in an affordabl... (3 pages)View decision -
Decision Reference DRN-2881232
14 Feb 2022 Zopa Limited Not upheldConsumer CreditDRN-2881232 Complaint Miss W has complained that Zopa Limited (“Zopa”) unfairly brought about an unaffordable loan for her. She says additional checks should have been carried out before the loan was approved and the interest rate was too high. Background Zopa operated the electronic syste... (2 pages)View decision -
Decision Reference DRN-5603256
8 Aug 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5603256 The complaint Mr T says Zopa Bank Limited irresponsibly lent to him. What happened Zopa gave Mr T a 36-month loan for £10,000 in March 2022. The monthly repayments were £392.10 and the total repayable was £14,115.59. Mr T has told us he entered a debt management plan in Apri... (3 pages)View decision -
Decision Reference DRN-5626335
28 Nov 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5626335 The complaint Mr L, through his representative, complains that Plata Finance Limited trading as Zopa lent to him more than once when he could not afford to repay the loans. What happened Mr L took three loans. The table below gives a few details. Zopa has said that he took t... (3 pages)View decision -
Decision Reference DRN-4172871
27 Sep 2023 Zopa Bank Limited Not upheldConsumer CreditDRN-4172871 Complaint Mr T has complained about a personal loan Zopa Bank Limited (“Zopa”) which he says it irresponsibly provided to him. He says the loan was unaffordable for him. Background Zopa provided Mr T with a loan for £1,900.00 in September 2021. This loan had an APR of 31.6% and... (3 pages)View decision -
Decision Reference DRN-5769657
27 Oct 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5769657 The complaint Mr P complains that Zopa Bank Limited irresponsibly lent to him. What happened Mr P was approved for a Zopa credit card in October 2022, with a £600 credit limit. Mr P says this was irresponsibly lent to him. Mr P made a complaint to Zopa, who did not uphold hi... (3 pages)View decision -
Decision Reference DRN4703299
22 Oct 2019 Zopa Limited Not upheldBanking and creditMr R’s complaint is that Zopa Limited irresponsibly approved a loan of £10,000 to him in August 2015 which it ought to have known would be unaffordable for him. He seeks a refund of interest on the loan and of charges that may have been applied for missed or late payments.backgroundOne of ... (3 pages)View decision -
Decision Reference DRN-5545252
10 Sep 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5545252 The complaint Mr P complains that Zopa Bank Limited lent to him when he could not afford it. He says that it lent to him irresponsibly. What happened Mr P took three loans from Zopa Bank and here is a table giving brief details. Loan Approved Amount Terms Status 1 19 April 2... (4 pages)View decision