Not upheld: Service failures generally complaint against Revolut Limited

Decision detail

Summary

Mr K complained that he could not access Revolut's 'perks' feature, which was being offered to selected customers in a trial. He claimed he was misled by a live chat adviser who told him to email a specific address about accessing the feature. Revolut denied his complaint, and the ombudsman upheld their position. The ombudsman found that Revolut was not obligated to offer the feature to all customers, the account terms permitted restriction to certain jurisdictions, and Mr K was not misled but rather directed to contact another team for consideration. No remedy was awarded.

The Ombudsman's reasoning

The ombudsman found that Revolut was not obligated to offer the perks feature to all customers and the terms and conditions clearly stated it would only be available in certain jurisdictions at Revolut's discretion. While the first adviser could have been clearer, Mr K was not misled but rather directed to contact a different team. The second adviser provided correct information three days later. Mr K suffered no loss, financial or otherwise, as he was not denied access to a service he was entitled to.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website