Not upheld: direct debit handling, account management, service failures complaint against Zopa Bank Limited
Financial Ombudsman decision DRN-6275194 of 2026-05-20T00:00:00+00:00. direct debit handling, account management, service failures complaint against Zopa Bank Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-6275194 |
|---|---|
| Decision date | 2026-05-20T00:00:00+00:00 |
| Firm | Zopa Bank Limited |
| Product | credit card |
| Claim type | direct debit handling, account management, service failures |
| Outcome | Not upheld |
| Remedy | Zopa's compensation offer of £150 for service issues (inconsistent information, card activation problems, and missed call backs) was deemed fair and reasonable. The ombudsman expected Zopa to honour this compensation offer if it had not already been paid. |
Summary
Ms D complained that Zopa Bank Limited mishandled her credit card account, failed to honour the Direct Debit Guarantee, and provided inconsistent information regarding her direct debit date, minimum payment amount, and card activation. After Ms D requested a direct debit date change to 8th of the month on 31 October 2025, Zopa took a payment on 3 November 2025 under the existing cycle, which Ms D disputed. The ombudsman found that the payment was lawfully taken within the existing mandate before the requested change took effect, the minimum payments were correct, and Zopa's compensation offer of £150 for service failures was fair and reasonable. The complaint was not upheld.
The Ombudsman's reasoning
The ombudsman found that the Direct Debit payment taken on 3 November 2025 fell within the existing cycle under the active mandate, and the change to the direct debit date took effect from the following cycle. The confirmation email explained this might happen. The account terms and conditions allow Zopa to collect payments 3-6 working days before the payment due date, which the 3 November payment complied with. The minimum payment amounts shown on statements were correct and increased due to previous spending. While Zopa acknowledged communication could have been clearer, no breach of the Direct Debit Guarantee or unfair treatment occurred.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Zopa Bank Limited, all decisions | 558 | 27% |
Source
Read the original decision on the Financial Ombudsman Service website