Not upheld: Card / payment disputes complaint against Revolut Limited

Decision detail

Summary

Mr L complained that Revolut provided incorrect information about transferring HKD funds to his currency card and that it unreasonably delayed tracing his funds. Mr L sent funds to an account different from the one Revolut specified, resulting in an unfavourable exchange rate conversion. Revolut subsequently required written transaction confirmation evidence before attempting to trace the funds, which caused a delay. The ombudsman found that Revolut's instructions were clear, Mr L's error in using the wrong account was his responsibility, and Revolut's requirement for written confirmation was a reasonable standard procedure. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Revolut provided clear instructions via webchat on which account to use for the HKD transfer, and Mr L's decision to use a different account was his own error. The unfavourable exchange rate resulted from sending funds to the wrong account, not from any mistake by Revolut. Regarding the fund tracing delay, the ombudsman determined that Revolut's requirement for written transaction confirmation evidence was reasonable, consistent, and aligned with its standard banking procedures. The delay was partly attributable to Mr L's bank's response time and Mr L being out of the country.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website