Not upheld: scam - customer liability for authorised payments made under fraud complaint against Revolut Ltd

Decision detail

Summary

Ms G lost £2,229.30 to a job scam through her Revolut account in November 2025 after being manipulated by scammers via messaging. Revolut intervened before some payments and provided warnings about common scam scenarios, but Ms G provided inaccurate answers to Revolut's questions, stating she was not being guided by anyone when in fact she was receiving instructions from the scammers. The ombudsman found that Revolut's interventions were proportionate and that Ms G's deliberate provision of false information prevented Revolut from identifying the scam. The ombudsman concluded that further intervention would likely not have deterred Ms G given the level of manipulation she was under, and that Revolut acted fairly in processing the authorised payments.

The Ombudsman's reasoning

Revolut provided proportionate warnings and interventions appropriate to the circumstances. The account was newly opened with modest initial transactions, so earlier payments were not out of character. Revolut did intervene on some payments and provided clear scam warnings. Ms G deliberately provided inaccurate information to Revolut's questions, stating she was not being guided by anyone and that funds were going to her own account, when in fact she was receiving instructions from scammers. The ombudsman found that even with further intervention, Ms G would likely have continued following the scammer's instructions given the level of manipulation she was under. Revolut attempted recovery on a best endeavours basis.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website