Not upheld: Service failures generally complaint against Revolut Ltd

Decision detail

Summary

Mr M complained that Revolut used misleading terminology regarding its RevPoints Spare Change loyalty programme, claiming he spent £800.45 thinking he was earning free points when in fact the feature rounded up his transactions and converted the difference into purchasable points. Revolut declined to uphold the complaint, noting the feature required customer activation and was clearly explained in its terms and conditions. The ombudsman found that Revolut provided sufficient information and that Mr M activated the feature himself, and since he had benefited from the points through purchases, a full refund was inappropriate. The complaint was not upheld, though Revolut's offer to refund the remaining unspent points (£310.88) was deemed fair and reasonable.

The Ombudsman's reasoning

The ombudsman applied the balance of probabilities test given incomplete evidence. Revolut demonstrated the standard customer journey and provided internal logs confirming activation. The terms and conditions clearly explained the Spare Change feature and how points would be purchased through rounding up transactions. Although Mr M disputed the presentation method he received, the ombudsman found it reasonable not to expect businesses to retain records of every individual customer journey. The ombudsman concluded Revolut provided sufficient information and that Mr M benefited from the points through purchases, making a full refund inappropriate.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website