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

Decision detail

Summary

Mrs K complained to Revolut that she had fallen victim to two separate scams (an investment scam and a recovery scam) between October 2024 and July 2025, and sought refunds for multiple payments made as a result. The ombudsman acknowledged that Mrs K had likely been scammed but found that she had not provided sufficient evidence to establish the full payment journey or prove that the funds were definitely lost to the scammers. Without being able to trace where the payments went and confirm the loss, the ombudsman could not ask Revolut to refund the disputed amounts and therefore did not uphold the complaint.

The Ombudsman's reasoning

While the ombudsman accepted that Mrs K had fallen victim to a scam, the burden of proof required showing the full payment journey and demonstrating that funds were definitely paid to the scammer and resulted in a loss. Without evidence of where the funds ended up and confirmation of loss causation, the ombudsman could not establish that it was most likely the money was lost to the scam, and therefore could not ask Revolut to refund the payments.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website