Not upheld: Card / payment disputes complaint against Revolut Ltd

Decision detail

Summary

Mr H complained that Revolut held him responsible for international transactions debited from his account in March 2026 that he claimed he did not authorise. Revolut provided evidence that the transactions were authenticated within Mr H's mobile banking app on his genuine mobile device. The ombudsman applied the two-part authorisation test under The Payment Services Regulations 2017 (authentication and consent) and found that while the transactions were authenticated, there was no evidence of device compromise or that the transactions occurred without Mr H's consent. On the balance of probabilities, the ombudsman concluded Mr H most likely authorised the transactions and therefore did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman applied the two-part test for authorisation under The Payment Services Regulations 2017: authentication and consent. While the transactions were authenticated on Mr H's genuine device, the ombudsman also needed to establish consent. The ombudsman found no evidence that access to Mr H's device or banking app was compromised, nor that the transactions would have been authenticated without Mr H's consent. On the balance of probabilities, the ombudsman concluded Mr H most likely did authorise the transactions.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website