Not upheld: pricing changes and notification of terms complaint against Revolut Ltd

Decision detail

Summary

A limited company complained that Revolut Ltd began charging for its business account without proper notice and that it could not access the account to receive the notification email since early 2024. Revolut maintained it sent a notification email on 25 February and that the pricing change applied uniformly to all business customers on the basic plan. The ombudsman found that the previous complaint regarding account access had already been considered and could not be reconsidered. The ombudsman determined that Revolut's pricing change was not unfair as it applied to all customers on that plan, and that the £75 credit provided by Revolut adequately covered the charges and compensated for inconvenience. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Revolut's pricing change applied uniformly to all business customers on the basic plan and therefore was not unfair to Mr D specifically. Although Mr D claimed he did not receive the notification email due to account access issues, the evidence showed Revolut did send the email. The ombudsman could not reconsider the account access complaint as it had already been addressed in a previous complaint. The £75 credit provided by Revolut covered the charges and compensated for inconvenience, putting Mr D in the position he would have been in had he received the email and closed the account.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website