Not upheld: Service failures generally complaint against Revolut Ltd

Decision detail

Summary

Miss S complained that Revolut failed to protect her from gambling-related harm after she developed a serious gambling problem and spent her life savings on gambling within days. She argued that Revolut should have blocked her account and contacted her about payments to gambling merchants. Revolut declined to uphold the complaint, noting that it does not routinely restrict payments to lawful merchants unless they are blacklisted or high-risk, and that Miss S had not activated its available gambling block feature. The ombudsman upheld Revolut's position, finding that the payments were not sufficiently unusual or concerning to trigger intervention and that Miss S had not disclosed her gambling problem until she complained.

The Ombudsman's reasoning

The ombudsman found that Revolut's systems did not flag the payments as unusual or concerning based on the account history, and that it would not be fair to expect Revolut to have done more given that Miss S did not disclose her gambling problem until she complained. The ombudsman accepted that the payments were not sufficiently unusual or concerning to trigger intervention.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website