Revolut - October 2025
We revisit a case that we featured, last April, for an update. Jack's Revolut business account was emptied after criminals gained access in a complex scam, and overall, he lost over £160,000 to the scammers in just over an hour. Revolut rejected his refund application, and Jack had since decided to go to the Financial Ombudsman Service, and 17 months after the scam, a verdict was finally reached. The ombudsman filed everything in Jack’s favour, and Revolut paid him all the money he lost back, as well as £400 compensation.
When we wrote to Revolut, it said it was sorry to hear of Jack’s case and any instance where its customers have been targeted by ruthless and sophisticated criminals. It told us that each potential fraud case concerning a Revolut customer is carefully investigated and assessed independently of other cases.
It said it takes a data-driven approach to identify scam activity and use sophisticated fraud modelling for both inbound and outbound transactions to protect Revolut customers from falling victim to fraud. It went onto say that it constantly strengthens its fraud controls to stay one step ahead of new trends, including direct interventions and the sharing of educational materials with its customers so they can spot the social engineering tactics of criminals. It told us that Revolut will never phone a customer without first confirming via its secure in-app chat.
We were told that Revolut is aware that across the industry there has been an increase in advanced Account Takeover (ATO) scam attempts by criminals, and that it’s deeply concerned that large numbers of frauds are being enabled by criminals using fake and spoofed phone calls and SMS messages. It encouraged people to be vigilant and to look out for the following:
- Never share passwords, passcode, PIN, selfie, or one-time passcode (OTP) with anyone else, even if they claim to be from Revolut or another financial institution.
- If a customer receives an email asking them to confirm their device, when they haven’t added one or don’t recognise it, please ignore it and flag it as spam.
- Don't click on any links or buttons in an email like this, or forward it to anyone else.
- Never download remote access software to a device.
- Scammers will send fake emails asking for these things, or use email addresses to fail a login attempt, so they can contact someone imitating a financial institution, pretending to help ‘secure your account’.
Finally, Revolut advised customers who think they have fallen victim to a scam to freeze their cards immediately, update their Revolut passcode alongside any personal email account passwords, and contact Revolut customer support via its secure, in-app chat.
You can watch the piece here, for 28 days - /iplayer/episode/m002l54j/the-one-show-22102025?seriesId=unsliced
