Partially upheld: Card / payment disputes complaint against Revolut Ltd

Decision detail

Summary

Mr W complained about Revolut's handling of his chargeback request for a £1,000 holiday package after he was unable to take the outbound flight due to baggage drop-off issues at the airport. Revolut attempted chargebacks but decided not to pursue them further after the merchant provided evidence that services were utilised. The ombudsman found that while the chargebacks lacked good prospect of success under chargeback scheme rules, Revolut provided Mr W with inaccurate information about the merchant's defence and incorrectly stated the chargebacks had been decided by the card scheme. This caused Mr W avoidable distress and confusion. The complaint was partially upheld and Revolut was directed to pay £100 compensation.

The Ombudsman's reasoning

The ombudsman determined that while the chargebacks did not have a good prospect of succeeding under the chargeback scheme rules (as the flight was available for use and the issue stemmed from an event outside the merchant's control), Revolut provided inaccurate information to Mr W about what the merchant's defence showed and incorrectly stated the chargebacks had been decided by the card scheme. This inaccurate information caused Mr W avoidable distress, confusion, and frustration, leading him to make unnecessary enquiries. The ombudsman found that while Revolut acted fairly in not pursuing the chargebacks further, it should have provided more accurate explanations.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website