Not upheld: service disruption and communication clarity complaint against Revolut Ltd

Decision detail

Summary

Mr D complained that Revolut's systems went down on 12 June 2025, preventing him from placing an online order using his preferred payment method, and that Revolut provided misleading updates about when the problem was fixed. Revolut offered £25 compensation, which Mr D rejected and escalated to the FOS. The ombudsman found the service disruption was outside Revolut's control, the updates were accurate, and the impact on Mr D was minimal because he could use an alternative payment provider with similar security features to complete his order. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that the service disruption was outside Revolut's control and that Revolut provided timely and accurate updates to Mr D. The delayed one-time passcode at 4:30pm was a knock-on consequence of the earlier disruption rather than evidence that systems remained disrupted. Critically, the impact on Mr D was minimal because he had access to an alternative payment method that provided similar security features, allowing him to complete his online order without sharing account details.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website