Not upheld: scam - failure to prevent/detect fraudulent payment complaint against Revolut Ltd

Decision detail

Summary

Miss P lost £122 to a scam after making a payment from her Revolut account via payment service provider L in December 2025. She complained to Revolut, which investigated but did not uphold her complaint. The ombudsman reviewed the case and found that the payment was not unusual enough to warrant Revolut's intervention, noting it was a single transaction of modest value sent through a legitimate payment service. Although Revolut provided appropriate new payee warnings and Miss P claimed vulnerability due to being new to the UK with English as a second language, Revolut had no knowledge of these circumstances at the time. The ombudsman concluded Revolut was not responsible for the loss and did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman found that the £122 payment was not of unusual value or pattern to warrant Revolut's intervention. The payment was made via a legitimate money transfer service and represented a single transaction rather than multiple large payments typical of scam scenarios. Revolut provided appropriate warnings through its new payee alert system. The payment amount, while significant to Miss P personally, was not at a level where heightened fraud risk would typically be expected. Although Miss P claimed vulnerability due to recent arrival in the UK and language barriers, Revolut had no knowledge of these circumstances at the time of the transaction.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website