Not upheld: Service failures generally complaint against Revolut Ltd
Financial Ombudsman decision DRN-6427489 of 2026-06-24T00:00:00+00:00. Service failures generally complaint against Revolut Ltd. Outcome: Not upheld.
Decision detail
| Reference | DRN-6427489 |
|---|---|
| Decision date | 2026-06-24T00:00:00+00:00 |
| Firm | Revolut Ltd |
| Product | Current account |
| Claim type | Service failures generally |
| Outcome | Not upheld |
| Remedy | No additional remedy ordered. Revolut's existing offer of £20 compensation was deemed reasonable and sufficient. |
Summary
Mr M complained that Revolut Ltd failed to process a chargeback promptly and communicated poorly about it. Mr M requested a chargeback on 9 November 2025 for £64.97, but Revolut did not submit it to the merchant until 9 January 2026. Although the chargeback was ultimately successful and Mr M received his money back, he was dissatisfied with the delay and communication. Revolut offered £20 compensation which Mr M rejected and escalated to the FOS. The ombudsman did not uphold the complaint, finding that Revolut's £20 offer was reasonable compensation for the delay and inconvenience, as the chargeback was ultimately successful and some frustration is inevitable in such situations.
The Ombudsman's reasoning
The ombudsman acknowledged delays and communication issues but found that Revolut successfully raised the chargeback and Mr M received his money back. While the delay caused frustration and inconvenience, the ombudsman determined that Revolut's actions were not so unreasonable as to warrant compensation beyond the £20 already offered. The ombudsman noted that some element of frustration is inevitable in chargeback situations and everyday financial matters.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Revolut Ltd, all decisions | 3,893 | 18% |
| Service failures generally, all decisions | 34,193 | 32% |
| Current account, all decisions | 52,014 | 19% |
Source
Read the original decision on the Financial Ombudsman Service website