Revolut Limited

Financial Ombudsman decision DRN-5067287 Upheld

Upheldoutcome, as published by the Ombudsman

£20,000redress stated in the decision

Tue Nov 05deadline 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

Mr H complains that Revolut Ltd (‘Revolut’) hasn’t reimbursed the funds he lost when he fell victim to a scam.APP scam refund refused

I consider Revolut’s customer service fell short and resulted in Mr H suffering additional stress and inconvenience at an already difficult time for him.Complaint handling

Rules cited

CRM Code (APP scam reimbursement), PSR APP reimbursement requirement, FCA Consumer Duty (PRIN 2A), FCA DISP (Dispute Resolution), Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5067287.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.