Not upheld: account upgrade fees and charges; alleged unauthorised account switch complaint against Revolut Ltd

Decision detail

Summary

C, a limited company represented by director Mr C, complained that Revolut upgraded its business bank account from a £280 annual growth plan to a £9,000 annual enterprise plan without authorisation in January 2025, and sought a £4,500 refund. Revolut claimed Mr C requested the upgrade on 3 January 2025 via system logs. The ombudsman found that while technical login evidence was unavailable, other evidence including chat records showing Mr C expected a £750 fee supported that he requested the upgrade. The ombudsman concluded the upgrade process was sufficiently clear, fees were displayed, and Mr C failed to mitigate losses by not checking bank statements promptly. The complaint was not upheld and no refund was ordered.

The Ombudsman's reasoning

The ombudsman found that while Revolut could not provide technical evidence of Mr C logging in, other evidence supported that he requested the upgrade, particularly the chat records showing he expected a £750 annual fee. The ombudsman concluded the upgrade process was sufficiently clear and the fees were displayed before agreement. The ombudsman also found Mr C failed to take reasonable steps to mitigate losses by not checking bank statements promptly, which would have revealed the error within weeks rather than months.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website