Revolut Limited

Financial Ombudsman decision DRN-5253227 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Feb 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

Account closed or refused, Identity checks and access

In the Ombudsman’s words

Miss G complains Revolut Ltd would not refund her sister £76 she transferred to Miss G’s Revolut account in error or close her account without her downloading the app and completing verification.Account closed or refused

Revolut explained in its final response letter it can accept instructions via email and provided an email address for Miss G to contact to close her account. This provides Miss G with an alternative to downloading the app, but would still require her to provide details of her identity so Revolut could close her account.Identity checks and access

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5253227.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.