Not upheld: systems issue and account access failure complaint against Revolut Ltd

Decision detail

Summary

T, a limited company, complained that Revolut Ltd failed to resolve a systems issue preventing the director from logging into the account after forgetting the passcode. The director claimed the problem was with Revolut's systems, but Revolut's technical support found no errors on its side and identified a DNS error on T's email provider. Revolut offered alternative solutions and paid £75 compensation, but T declined the alternatives and disputed Revolut's findings. The ombudsman found that Revolut had acted reasonably, investigated thoroughly, and offered fair compensation, and therefore did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman found that Revolut took into account what T said and did everything it reasonably could to help. Revolut's technical support investigated the issue, reviewed evidence provided by T's director, and found no error on Revolut's side. The email delivery logs indicated a DNS error on the recipient's side. Revolut offered an alternative solution (using a different email address) which T declined. The ombudsman considered that Revolut acted reasonably, recognised the inconvenience by making a goodwill payment, and was prepared to continue helping. The ombudsman did not hold Revolut responsible for the follow-on effects of not accessing the account, particularly as T had taken alternative steps by opening an account with another financial business.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website