Not upheld: Service failures generally complaint against Revolut Ltd

Decision detail

Summary

Miss G complained that Revolut failed to pay her a referral reward after she referred a friend to open an account. Revolut declined the reward, stating the referred friend had not made required payments within the specified timeframe and one payment was not for the required amount. Miss G argued this was unfair and that the terms should have warned about foreign currency exchange rate impacts. The ombudsman found Revolut's promotion terms were clear and fairly applied, and that Revolut had legitimately shown the referred friend did not meet the eligibility criteria. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Revolut's promotion terms were clearly and fairly presented. While Miss G argued the firm was applying technicalities unfairly, the ombudsman determined that Revolut had legitimately shown the referred friend failed to meet the promotion criteria on two grounds: payments had not cleared within the required timeframe, and one transaction was not for the required amount. The ombudsman rejected Miss G's argument that the terms should have warned about foreign currency exchange rate fluctuations, finding this an overly specific expectation that promotion terms cannot be expected to cover every eventuality.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website