Not upheld: scam / fraud - failure to prevent payments to impersonation scam complaint against Revolut Ltd

Decision detail

Summary

Mr H complained that Revolut failed to refund £5,846 in payments he made to an impersonation scam across seven transactions to two payees over two hours. The ombudsman reviewed the account activity and found the payments were not individually suspicious enough to trigger additional enquiries. Although the warning provided was not detailed, it was deemed proportionate to the circumstances. Revolut's recovery attempts were found to be reasonable, and the complaint was not upheld.

The Ombudsman's reasoning

The ombudsman considered regulatory expectations and industry practice regarding fraud detection. While Revolut should look out for fraud and make additional checks in some circumstances, the specific payments here were not suspicious based on their timing, value, and payee details. The written warning, though not detailed, was proportionate to the circumstances. Revolut's recovery attempts were reasonable.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website