Revolut Ltd · DRN-5981534

The complaint Mr A complains Revolut Ltd won’t refund an Automated Teller Machine (“ATM”) withdrawal which debited his account even though he says he didn’t receive the cash. What happened Mr A made a cash withdrawal on 12 July 2025. He said the cash was not dispensed but Revolut still debited his account. So, he complained. Revolut responded to say it raised a chargeback for the dispute and this was successfully defended by the ATM owner, so it wouldn’t be refunding the disputed cash withdrawal. Mr A remained unhappy, so he referred his complaint to our service. An Investigator considered the circumstances. He said, in summary, he didn’t think Revolut had unfairly refused to refund the cash withdrawal. Mr A didn’t accept the Investigator’s findings. He said he wanted the CCTV reviewed which would show the case wasn’t dispensed. As Mr A didn’t agree, the complaint’s been passed to me to decide. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. The Payment Services Regulations 2017, section 75 says: (1) Where a payment service user— (a) denies having authorised an executed payment transaction; or (b) claims that a payment transaction has not been correctly executed, it is for the payment service provider to prove that the payment transaction was authenticated, accurately recorded, entered in the payment service provider's accounts and not affected by a technical breakdown or some other deficiency in the service provided by the payment service provider. So, in the circumstances of Mr A’s complaint, it’s for Revolut to show the cash withdrawal was completed correctly. Mr A made his withdrawal on 12 July 2025. There appears to be no dispute that Mr A’s withdrawal was correctly authenticated. Revolut has provided the electronic records from the ATM in question, showing Mr A’s transaction taking place. This shows Mr A’s cash was dispensed correctly. This evidence

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also shows other customers’ withdrawals taking place very shortly – less than a minute – before and after Mr A’s with no issues. If the cash had not been dispensed correctly, I would expect a corresponding discrepancy in this record and there isn’t one. Mr A said he wanted the CCTV reviewed. I’m not aware that any CCTV is available, nor would I expect Revolut to obtain this as part of its investigation in these circumstances. So, I don’t think Revolut made a mistake by not doing so as there was other evidence it was able to obtain via the appropriate chargeback process. Our Investigator also asked Mr A for some more information regarding the circumstances of the withdrawal. Despite a reminder, Mr A never responded to our Investigator’s questions and didn’t provide any further details in his response to our Investigator’s findings. Overall, I’m satisfied Revolut has followed the correct process in relation to the ATM withdrawal. That’s not to say Mr A hasn’t lost out in some way, just that in the circumstances I don’t think Revolut needs to refund him. My final decision For the reasons I’ve explained, I don’t uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr A to accept or reject my decision before 14 April 2026. Eleanor Rippengale Ombudsman

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