We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 1687 results
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Decision Reference DRN-4443404
16 Nov 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4443404 The complaint Mr C is unhappy that Revolut Ltd won’t reimburse £17,200 that he lost because of an investment scam. Mr C’s complaint is brought to this service by his appointed representative. However, the ease of reference I will refer solely to Mr C throughout this letter. Wha... (3 pages)View decision -
Decision Reference DRN-4357656
16 Nov 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4357656 The complaint Miss S complains that Revolut Ltd failed to refund transactions made from her account that she didn’t recognise. What happened What Miss S says Miss S says she noticed her mobile phone had stopped working and believed this could have been because of an update to i... (4 pages)View decision -
Decision Reference DRN-4389043
16 Nov 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4389043 The complaint Mr T complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known ... (3 pages)View decision -
Decision Reference DRN-3953972
16 Nov 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-3953972 The complaint Ms M complains that Revolut Ltd (“Revolut”) won’t refund over £148,000 she lost to an investment scam in February 2022. The details of this complaint are well known to both parties so I won’t repeat everything again here. Instead, I will focus on giving the reason... (2 pages)View decision -
Decision Reference DRN-4446178
16 Nov 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4446178 The complaint Mr M complains about a currency exchange fee he was charged on his account with Revolut Ltd. What happened On the 7th of December 2021 Mr M exchanged 60,000.00 EUR to £50,725.75. As part of the exchange, Mr M was charged a conversion fee of £249.88, which he says ... (2 pages)View decision -
Decision Reference DRN-4453209
13 Nov 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4453209 The complaint In April 2023, Mr M held accounts with Revolut Ltd, which provides fast payment services in the UK and abroad, and a UK bank. He had a large amount of money in the UK bank. A fraudster contacted him by phone and stole around £50,000 from him. To make the theft, th... (3 pages)View decision -
Decision Reference DRN-4272924
13 Nov 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4272924 The complaint Mrs N complains that Revolut Ltd won’t refund the money she lost when she fell victim to a scam. What happened Mrs N received a call from someone claiming to be from Amazon, who said her Amazon account had been hacked. Unfortunately, the caller was actually a scam... (2 pages)View decision -
Decision Reference DRN-4324702
13 Nov 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4324702 The complaint Mr R has complained that Revolut Ltd won’t refund money he paid for items he did not receive. What happened Over the course of around a month, Mr R made three online transfers, for between £120 and £275, from his Revolut account to someone posing as a seller onlin... (2 pages)View decision -
Decision Reference DRN-3850579
13 Nov 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3850579 The complaint A company which I will refer to as ‘B’ has complained that Revolut Ltd wouldn’t reimburse the money they lost due to an authorised push payment scam. In summary, B say that Revolut failed to implement appropriate monitoring procedures to identify suspicious activ... (5 pages)View decision -
Decision Reference DRN-4166759
9 Nov 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4166759 The complaint Mr R is unhappy that Revolut Ltd has refused to pay him a “refer a friend” reward. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: Mr R has an account with Revolut.... (2 pages)View decision
