Revolut Limited

Financial Ombudsman decision DRN-5163915 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Thu Apr 24deadline 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, Service failure

In the Ombudsman’s words

Miss L complains Revolut Ltd (“Revolut”) hasn’t refunded her the money she lost when she fell victim to an impersonation scam.APP scam refund refused

Instead Revolut’s customer service fell below the standard I would expect, and I do think this compounded the distress Miss L felt and having just been the victim of fraud.Service failure

Rules cited

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-5163915.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.