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

Decision detail

Summary

Mrs S complained that Revolut failed to protect her from a scam and inadequately assisted in recovery after she sent £3,531.92 to a fraudulent account on 15 September 2025 following email interception. She reported the scam 12 days later on 6 October 2025 and argued that Revolut's warnings were insufficient and that it failed to exhaust recovery options. The ombudsman found that Revolut provided appropriate new payee warnings, that the payment characteristics did not warrant additional enquiries, and that the significant delay before reporting meant recovery was unlikely to succeed as fraudsters would have moved funds immediately. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman concluded that Revolut provided adequate fraud warnings before processing the payment and that the payment characteristics did not warrant additional enquiries. Regarding recovery, the 12-day delay between the payment and fraud reporting meant funds would likely have already been moved by fraudsters, making recovery unlikely regardless of Revolut's actions. The ombudsman rejected Mrs S's argument that Revolut's information about fund location caused the delay, finding that even with earlier knowledge, fraudsters would have moved the funds immediately.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website