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 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-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 DRN-5782502
12 Jan 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-5782502 The complaint Mrs M complains that Zopa Bank Limited was irresponsible in its lending to her. She wants all the interest and charges paid on her loan refunded and the balance written off. What happened Mrs M was provided with a loan for £14,600 by Zopa in October 2023. The l... (3 pages)View decision -
Decision Reference DRN-4378714
6 Oct 2023 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4378714 The complaint Mr H complains that Zopa Bank Limited trading as Zopa was irresponsible to offer him a credit card and increase his limit later on. What happened Zopa opened a credit card account for Mr H in August 2021. This type of credit was an open- ended or running account f... (3 pages)View decision -
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-3121456
23 Nov 2021 Zopa Limited Not upheldConsumer CreditDRN-3121456 The complaint Mr P says Zopa Limited arranged a loan for him irresponsibly. What happened Mr P took out a 36-month loan through Zopa for £1,000 in June 2019. The monthly repayment was £36.99 and the total repayable was £1,331.64. Mr P says the loan caused him financial hardship... (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-5647474
24 Sep 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5647474 The complaint Miss P complains that Zopa Bank Limited was irresponsible in its lending to her. What happened Miss P was provided with a £8,000 loan by Zopa Bank Limited in February 2024. The loan term was 60 months, and Miss P was required to make monthly repayments of aroun... (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