Not upheld: scam and fraud - refund claim complaint against Revolut Ltd

Decision detail

Summary

Mr H lost over £2,900 to a job offer scam in October 2025, making a series of international and card payments over 5 days. Revolut intervened with written warnings about investment scams and specifically warned that anyone telling Mr H to ignore warnings was a scammer, but Mr H continued with the payments as he was being coached by the scammers. Revolut initially declined to refund but later offered 50% reimbursement, which was withdrawn. The ombudsman found that Mr H authorised the payments and is responsible for them, that Revolut intervened appropriately with relevant warnings, and that the payments were not covered by reimbursement rules. The complaint was not upheld and no refund was ordered.

The Ombudsman's reasoning

The ombudsman found that Mr H authorised the payments and is therefore responsible for them under the Payment Service Regulations 2017. The payments were not covered by the Faster Payment Scheme Reimbursement Rules as they were either card payments or international payments. Revolut intervened appropriately by providing specific warnings about investment scams and explicitly warning that anyone telling Mr H to ignore warnings was a scammer. The ombudsman found Revolut could not have intervened more directly given the low payment values and lack of account history. Revolut also took prompt action to contact recipient banks to attempt recovery. Mr H's vulnerability was not a relevant factor as the payments were not covered by reimbursement rules.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website