Not upheld: fraud reimbursement / scam liability complaint against Revolut Ltd

Decision detail

Summary

Mr R complained that Revolut failed to reimburse £819.88 lost to a scam via card payment on 4 April 2025. Revolut declined the fraud claim, and the ombudsman upheld this decision. The ombudsman found that while firms may intervene in some fraud situations, the single low-value payment with no concerning destination did not present sufficient grounds for Revolut to have identified a fraud risk. Additionally, chargeback recovery was not viable as there were no valid grounds to pursue such a claim under the card scheme rules.

The Ombudsman's reasoning

The ombudsman applied the legal starting position that firms must process authorised payments in accordance with regulations and account terms. While firms may intervene in some circumstances where fraud risk is apparent, the ombudsman found that the single low-value payment with no concerning destination did not present sufficient grounds for Revolut to have identified a fraud risk or intervened. The ombudsman also considered recovery options and found chargeback was not viable due to lack of valid grounds.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website