Revolut

Company Overview

What customers complain about

Complaint categories

1. 1
   Fraud and scams (APP scams and card/account fraud)

   Disputes over reimbursement for authorised push payment (APP) scams and card/account fraud are Revolut's stand-out complaint theme. Which?, using Financial Ombudsman data, reported Revolut as the UK firm with the most fraud complaints referred to the ombudsman in 2024 (3,242 APP fraud and 2,631 other fraud/scam complaints), and said the same firms were on track to lead again in 2025.

   Which? analysis of Financial Ombudsman Service data, published 1 October 2025 (which.co.uk) — FOS-derived figures reported by Which?.
2. 2
   Frozen, restricted or closed accounts and lockouts

   A recurring, Revolut-specific driver is accounts being frozen, restricted or closed and customers being 'locked out' of their funds while automated financial-crime and fraud checks run. Because there are no branches, customers cannot escalate face to face and must pursue it through the app.

   Reported theme across FOS decisions and national/consumer press; app-only, no-branch model confirmed on revolut.com. Reported, not verified as a Revolut-published statistic.
3. 3
   Access to support and getting a human

   With support delivered through in-app chat rather than a public phone line, complaints about the speed and quality of getting a person to resolve an urgent issue (for example a frozen account or an in-progress scam) feature prominently.

   Reported theme; Revolut's own complaints policy confirms in-app chat is the primary channel (revolut.com/legal/complaints-policy). Reported, not verified as a Revolut-published statistic.

Latest statistics

• 3,242APP fraud complaints referred to the Financial Ombudsman Service (highest of any UK firm)2024 calendar year

These are Financial Ombudsman Service (FOS) new-complaint volumes referred by Revolut customers, as analysed and published by consumer body Which? (article dated 1 October 2025). They count complaints escalated to the ombudsman, not complaints made to Revolut, and relate to the 2024 calendar year when Revolut's UK customers were served by the e-money entity Revolut Ltd. We could not identify a publicly available Revolut FCA complaints-return page giving the firm's own opened/upheld figures, so these FOS-derived, Which?-reported numbers are used and labelled as such.

Contact methods

• Raise a complaint (in-app chat)The primary route. Open the Revolut app and use the in-app chat, available 24 hours a day. Revolut confirms receipt and gives an expected response time.
• Formal complaint by emailformalcomplaints@revolut.com
• Formal complaint (online form)Revolut also provides an online complaint form; see its complaints policy page for the current link.
• Financial Ombudsman Service (escalation)0800 023 4567

Complaint journey

1. 1

   Raise your complaint

   Start in the app chat, or send a formal complaint by online form or email.

   Typical response24/7 in-app
   What happens

   Open the Revolut app and use the in-app chat (available 24 hours a day), submit Revolut's online complaint form, or email the Complaints team at formalcomplaints@revolut.com. Revolut confirms it has received your complaint and tells you when to expect a reply. There is no public complaints phone line.

2. 2

   Investigation

   A complaints-team member reviews your case and may ask for evidence.

   Typical responseOngoing
   What happens

   A member of Revolut's complaints team — as far as possible someone not involved in the matter complained about — investigates. They may ask you for supporting evidence such as screenshots, payment confirmations or details of how a scam happened.

3. 3

   Final response

   Revolut sets out its decision in a written final response.

   Typical responseUp to 8 weeks (15 business days for most payments)
   What happens

   Revolut sends a written 'final response' explaining the outcome and whether it upholds your complaint. For most payment-services complaints it targets a final response within 15 business days (extendable to 35 in exceptional cases); otherwise it aims to respond within eight weeks. The final response tells you about your right to go to the Financial Ombudsman Service.

4. 4

   Escalate to the Financial Ombudsman

   If unhappy, take the dispute free to the ombudsman.

   Typical responseWithin 6 months
   What happens

   If you are unhappy with Revolut's final response, or eight weeks pass with no resolution, you can refer the complaint free to the Financial Ombudsman Service. You must do this within six months of the date of Revolut's final response.

Response times

If your complaint isn’t resolved

If Revolut can’t put things right, you can escalate — free of charge — to an independent body:

• Financial Ombudsman Service

Recent news

• 11 March 2026

  The Prudential Regulation Authority lifted the 'mobilisation' restrictions on Revolut's UK banking licence, giving Revolut Bank UK Ltd (FRN 981170) full authorisation. Revolut had applied in 2021 and entered mobilisation in July 2024; at over 18 months this was reported as the longest mobilisation period for a newly licensed UK bank. Current accounts are rolling out gradually to new customers, with around 13 million UK customers migrating from the e-money entity to the bank.

  Read more
• 1 October 2025

  Which?, analysing Financial Ombudsman Service data, reported that Revolut remained the UK firm generating the most fraud complaints referred to the ombudsman: 3,242 APP fraud complaints and 2,631 other fraud/scam complaints in 2024, ahead of Monzo and Barclays, with the same firms on track to lead again on 2025 data.

  Read more

Earlier cases

• 1 April 2025

  Historic: the Bank of Lithuania fined Revolut Bank UAB — the group's Lithuanian-licensed EEA bank, not the UK entity — around €3.5 million for anti-money-laundering deficiencies, principally weaknesses in transaction monitoring, described as the largest such fine issued in Lithuania. Revolut said it had invested heavily in financial-crime controls.

  Read more

Know your rights

• Payment Services Regulations 2017

  Govern how Revolut must handle payments, unauthorised transactions and payment-services complaints, including the 15-business-day (exceptionally 35-day) final-response window for payment-services complaints. This is general information, not legal advice.

• APP scam mandatory reimbursement (Payment Systems Regulator rules, in force 7 October 2024)

  For most authorised push payment scams made by Faster Payments or CHAPS on or after 7 October 2024, the sending payment firm (including e-money firms such as Revolut) and the receiving firm must reimburse eligible customers, usually within five business days, up to a per-claim maximum, with the cost shared 50:50. A consumer standard of caution and time limits apply. This is general information, not legal advice.

• FCA rules — DISP (and, for the bank, BCOBS)

  Set Revolut's complaint-handling obligations, the eight-week final-response deadline and your right to refer to the Financial Ombudsman Service. This is general information, not legal advice.

Frequently asked questions