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

Decision detail

Summary

Ms A complained that Revolut failed to prevent her from losing over £7,000 to a scam between September and November 2025, where scammers convinced her to exchange money into cryptocurrency and make card payments. The scammers claimed they could unlock her social media account and provide access to a hacker's crypto wallet. Revolut provided online warnings but did not intervene to stop the payments. The ombudsman found that the payment size and pattern were not sufficiently unusual to trigger fraud monitoring obligations, and that crypto transfers cannot be reversed while chargebacks had no realistic chance of success. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that the size and pattern of payments were not sufficiently unusual or out of character to trigger fraud monitoring systems or indicate a scam. While Revolut provided warnings beyond what was required, these did not resonate with Ms A. The crypto transfers could not be reversed, and chargebacks on card payments had no realistic chance of success given the nature of the transactions. Therefore, Revolut had no obligation to intervene or take further recovery action.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website