Revolut Limited

Financial Ombudsman decision DRN-5285318 Upheld

Upheldoutcome, as published by the Ombudsman

£6,305redress stated in the decision

Fri Feb 21deadline 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 P complains that Revolut Ltd (Revolut) won’t refund the money he lost to a scam.APP scam refund refused

Our Investigator looked into the complaint, but they didn’t agree that Revolut could reasonably have been expected to prevent Mr P’s loss. This is because Revolut discussed some of the payments with Mr P, and he wanted to proceed. However they thought that Revolut’s customer service when handling the scam claim, fell below an acceptable standard.Complaint handling

Rules cited

FCA Consumer Duty (PRIN 2A), Payment Services Regulations 2017, PSR APP reimbursement requirement

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5285318.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.