Upheld: Card / payment disputes complaint against Revolut Ltd

Decision detail

Summary

Mr R complained about Revolut's handling of a chargeback for a hotel booking that was not as described. Revolut initially closed the chargeback claim citing lack of evidence without explaining what was missing or allowing Mr R to provide further information. After Mr R escalated to the FOS, Revolut acknowledged procedural errors, re-assessed the claim, properly raised the chargeback, and offered £200 compensation. The Ombudsman upheld the complaint, finding Revolut's initial handling was poor but its corrective actions were appropriate and fair, directing Revolut to pay the £200 compensation.

The Ombudsman's reasoning

The Ombudsman found that while Revolut's initial handling of the chargeback was poor and procedurally deficient, Revolut took appropriate corrective steps after the complaint reached the FOS. By re-assessing the matter, properly raising the chargeback, and offering £200 compensation, Revolut put Mr R in the position he should have been in from the start. The chargeback will now be considered as it should have been, meaning Mr R has not lost out through Revolut's poor administration. The £200 compensation is fair and reasonable for the distress and inconvenience caused by the delayed handling.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website