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

Decision detail

Summary

Mrs K lost £1,415.70 to a job scam between December 2025 and January 2026, making payments via transfers, card payments, push-to-card payments, and cryptocurrency withdrawals. Revolut declined reimbursement, citing warnings provided to Mrs K. The ombudsman found that only the transfers (£237) were covered by FPS Reimbursement Rules, and after deducting amounts Mrs K received from the scam and applying the £100 excess, her loss was less than £100. Revolut's warnings were proportionate to the relatively low risk presented by the modest payments. The complaint was not upheld as Revolut acted fairly in declining the claim.

The Ombudsman's reasoning

The ombudsman applied the principle that Mrs K is responsible for payments she makes herself. Most payments were not covered by FPS Reimbursement Rules as they were not faster payments or transfers to other Revolut accounts. For uncovered payments, Revolut would only be responsible if it should have recognised Mrs K was at risk of financial harm and prevented the loss. The payments were relatively modest and spread out, presenting low risk. Revolut's warnings were proportionate to this risk level. For the transfers covered by the rules, after deducting amounts Mrs K received from the scam and applying the £100 excess, her loss was less than £100. The ombudsman rejected Mrs K's argument that received amounts should be ignored, finding it fair to calculate net loss by subtracting returns from payments sent. Mrs K was not found to be a Vulnerable Consumer, so Revolut could fairly apply the excess.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website