Not upheld: Fraud reimbursement (APP scams) complaint against Revolut Ltd

Decision detail

Summary

Mr A lost £9,006 to a task-based job scam where he was manipulated into making payments from his Revolut account in July 2025. Revolut blocked his account for seven days but did not prevent all payments. Mr A complained that Revolut should have done more to prevent the scam. The ombudsman found that although Revolut could have intervened further, Mr A was under the scammer's control and would likely have provided false information or used alternative payment methods if challenged, as he did when H questioned one of his payments. Therefore, the complaint was not upheld and no reimbursement was ordered.

The Ombudsman's reasoning

Although Mr A authorised the payments using legitimate security credentials and Revolut did intervene by blocking the account for seven days, the ombudsman considered whether further intervention would have made a difference. The key finding was that Mr A was under the scammer's control and provided false information to H when it questioned a payment, yet still proceeded. On balance of probabilities, the ombudsman concluded that even if Revolut had intervened further, Mr A would have either provided misleading information consistent with the scammer's instructions or found alternative payment methods, as he did with H. Therefore, further intervention would not have prevented the loss.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website