Not upheld: fraud reimbursement and failure to intervene complaint against Revolut Ltd

Decision detail

Summary

Mrs B complained that Revolut failed to reimburse £5,645 she lost to an employment scam involving cryptocurrency exchanges and faster payments made through her newly opened account between 9-10 December 2025. Revolut declined the fraud claim, and the ombudsman upheld this decision. The ombudsman found the disputed activity was not sufficiently unusual or suspicious to warrant intervention, being relatively modest in scale and value. Although Revolut did ask questions and provide fraud warnings about one transaction, Mrs B was being coached by scammers and provided inaccurate information, making any further intervention unlikely to have prevented the loss. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that while the activity resulted from fraud, it was not sufficiently unusual or suspicious in terms of timeframe, number of instructions, transactional value, or payment destination to alert Revolut to a fraud risk. The activity was relatively modest and did not warrant intervention. Although Revolut did ask questions and provide warnings, Mrs B's misleading responses (due to scammer coaching) meant any further intervention would likely have been ineffective in preventing the loss. Therefore, Revolut cannot be faulted for acting on Mrs B's instructions.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website