This Complaints Policy pertains to the issuing of electronic money and any other services provided to you by Revolut Ltd (Revolut).
As a responsible electronic money issuer, Revolut aims to provide you with a service that is fair, efficient, and above all transparent. These are our core values that we strive to apply in our communications with you, and we are committed to your continued satisfaction as a user of our services.
Should you ever feel that Revolut has not lived up to these ideals, we would be keen to hear from you so that we can promptly address any issue you may be experiencing. Revolut warrants that your complaint will be heard and addressed fairly, and in the quickest and most efficient manner, so as to reach a swift resolution.
How to contact Revolut regarding an issue
Revolut operates a live in-app chat support system via which you can communicate with a support agent who will assist you in resolving any issue you may have encountered. To ease communication, please ensure that you detail your experience as clearly as possible, including any supporting documentation if necessary.
Our support staff is trained to deal with a wide variety of issues and is afforded the means to do so efficiently. In the event that your query has not been fully satisfied, it may be escalated to a more senior member of the support staff to provide further guidance and assistance.
Escalation procedure for a formal complaint
It has been our experience that our support staff has readily resolved complaints via the approach described above. However, if the issue is still not resolved to your satisfaction or you wish to see a specific matter addressed, you may request to file a formal complaint with Revolut.
If that is the case, a member of our support staff will provide you with the Complaint Form which you may complete and then submit. Please be aware that some of the fields on the Complaint Form are mandatory and it cannot be submitted until these have been correctly filled in.
Once you have successfully submitted the Complaint Form, the following procedure will be followed:
- We will acknowledge its receipt via email and inform you of the expected timeframe for a response. Enclosed in the mail will also be a link to this Complaints Policy and a copy of your Complaint Form that you can keep for your own personal records.
- If the information contained in the Complaint Form is sufficient to adequately assess the situation, we will provide you with a final response within the aforementioned timeframe (usually 1 to 2 business days) which may:
Conclude that your complaint was valid and, where appropriate, offer adequate compensation or redress; or
Conclude that your complaint was not valid but offer compensation or redress as a good-will gesture to assuage any distress caused; or
Conclude that your complaint was not valid and explain the reasons for our conclusion.
In any case, our final response will be clearly marked as such and will provide you with the necessary information regarding the Financial Ombudsman Service if you wish to request that they review your complaint.
If the information contained in the Complaint Form is not deemed to be sufficient to adequately assess the situation, we will contact you via the preferred method of contact you chose in the Complaint Form. We will detail, as much as possible, the information or documentation that is required to proceed with your complaint. Any delay caused by insufficient information will not be taken into account when assessing if the response was provided in the timeframe set in the acknowledgment email.
If we are not able to provide you with a response within four weeks from the date we received your Complaint Form, we will contact you to inform you of the reason for the delay and of your rights to see your complaint addressed by the Financial Ombudsman Service.
Once we have received your Complaint Form, all further communication will be handled via the preferred method for communication you selected.
Financial Ombudsman Service
If we fail to provide a response to your satisfaction, you may refer your complaint to the UK’s Financial Ombudsman Service located at Exchange Tower, London E14 9SR or contact them via phone at 0800 023 4567. Please be aware that there are time limits after which the Financial Ombudsman Service may no longer be able to hear your complaint.
You can find further details of the service offered by the Financial Ombudsman Service at http://www.financial-ombudsman.org.uk/.
You may also find their consumer leaflet with further information at http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm
This policy was last updated on 14/03/2017