Not upheld: debt write-off request declined on medical grounds complaint against Zopa Bank Limited

Decision detail

Summary

Mr C complained that Zopa Bank Limited unfairly declined his request to write off approximately £1,000 of his credit card balance on medical grounds, citing ongoing assessments for ADHD and autism. Zopa declined the request but offered alternative support, and acknowledged it had not provided a detailed explanation for the decision. The ombudsman found that Zopa had followed its internal processes fairly, considered all relevant evidence including medical information and financial circumstances, and made a reasonable decision in declining the write-off. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Zopa followed its internal processes fairly, took all of Mr C's circumstances into account including medical evidence, employment status, and financial position, and made a fair decision in declining the write-off. While acknowledging Mr C's frustration at not receiving a detailed explanation, the ombudsman recognised Zopa's commercial integrity concerns and determined that the decision was fair and reasonable.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website