Upheld: Service failures generally complaint against Revolut Ltd

Decision detail

Summary

C, a company represented by its director Mr C, complained that Revolut locked him out of the business account for 24 days from December 2025 to January 2026 due to a system bug. Mr C claimed financial losses including £30,000 in personal funds used to pay tax liabilities and over 40 billable hours spent resolving the issue. Revolut offered £300 compensation. The Ombudsman upheld the complaint regarding inconvenience but rejected financial loss claims due to insufficient evidence, finding the £300 offer fair and reasonable compensation for the director's time and effort in attempting to regain access.

The Ombudsman's reasoning

The Ombudsman found that Mr C and C were put to considerable inconvenience, particularly during the initial access attempts and subsequent contact with Revolut's agents. While Revolut cannot rely on its business terms to deny liability for financial losses, the Ombudsman was not satisfied that C had demonstrated actual financial loss. The director's loan documentation did not clearly evidence a loss specifically incurred to pay the tax liability, and the account balances at the time of lockout were insufficient to cover the tax liability anyway. The time spent by Mr C, while significant, constitutes speculative loss without clear financial evidence. The £300 compensation fairly reflects the inconvenience to the company through its director's efforts to regain access.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website