Not upheld: scam - irresponsible payment processing complaint against Revolut Ltd

Decision detail

Summary

Miss D lost £2,229.38 to a job scam through her Revolut account in October and November 2025. She was coached by a scammer to make payments under the false promise of earning money through simple tasks. Revolut intervened before some payments with warnings about job scams, asking if Miss D was being pressured or ignoring warnings, and providing a case study and quiz about job scam characteristics. Miss D provided inaccurate responses to Revolut's questions, stating she was not being pressured and was not falling for a job scam, which prevented Revolut from identifying the true nature of the payments. The ombudsman found Revolut's actions proportionate and not responsible for the loss, as the firm could only act on the information Miss D provided and she was under the scammer's control.

The Ombudsman's reasoning

The ombudsman found that while Miss D authorised the payments using legitimate security credentials, Revolut provided proportionate warnings and interventions before processing some payments. The warnings were relevant to the job scam Miss D was falling victim to. However, Miss D's inaccurate responses to Revolut's questions prevented the firm from identifying the true nature of the scam. The ombudsman concluded that Miss D was under the scammer's control and would likely have continued providing misleading information even if Revolut had probed further. The payments were relatively small and made over several days without significant increases, so they would not have stood out as particularly concerning. Revolut could not have reasonably done more given the information available to it at the time.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website