Not upheld: scam - failure to prevent authorised push payment fraud complaint against Revolut Ltd

Decision detail

Summary

Mr B lost approximately £10,000 to a scam through his Revolut account in December 2025 after making several authorised payments. Revolut identified the payments as high risk, provided scam warnings, and contacted Mr B twice to question the transactions. However, Mr B provided false information when questioned, preventing Revolut from discovering he was being pressured by scammers to send funds as part of a purported job role. The ombudsman found that Revolut's interventions were appropriate and that Mr B deliberately misled the firm to allow payments through. Most funds were converted to cryptocurrency, making recovery impossible. The complaint was not upheld.

The Ombudsman's reasoning

Although Mr B authorised the payments, the ombudsman considered whether Revolut should have done more to prevent the scam. Revolut provided appropriate scam warnings and interventions, clearly explaining red flags such as pressure to make payments, funds moving out of customer control, and requests to hide transaction purposes. However, Mr B deliberately provided false information when questioned, preventing Revolut from identifying that he was being pressured to send funds as part of a job role controlled by scammers. The ombudsman found that Mr B would likely have continued providing misleading answers even if Revolut had intervened on additional payments. There was no evidence Revolut knew or should have known about Mr B's health challenges. Recovery was not possible as funds were converted to cryptocurrency.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website