Not upheld: Account closure without notice complaint against Revolut Ltd

Decision detail

Summary

Mr W complained that Revolut Ltd prevented him from accessing his account because he could not comply with identity verification requirements after misplacing his telephone. He sought alternative access methods and alleged a breach of the Equality Act 2010. Revolut stated the account was not blocked and provided alternative access instructions. The ombudsman found that Revolut had not blocked the account, had attempted to help Mr W, and was entitled to maintain security procedures. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Revolut's account was not blocked and that Revolut had attempted to help Mr W by providing alternative access instructions. The access issue was caused by Mr W's misplaced telephone rather than any action by Revolut. The ombudsman considered that Revolut must maintain security measures to protect customer money and that it was reasonable for Revolut to exercise commercial judgment regarding security procedures. The ombudsman noted that questions regarding potential Equality Act breaches would be for a Court to determine.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website