How do I complain?
We strive to put the customer at the heart of everything we do, but sometimes we get it wrong and for that, we're really sorry. If you have a complaint, the best way to contact us is via the in-app chat or via the web browser chat and speak with one of our support agents. Alternatively, you can submit a complaint via our online form or via email at formalcomplaints@revolut.com.
If you choose to send an email, you'll need to tell us:
- your name and surname;
- the phone number and email address associated with your account;
- what the issue is;
- when the problem arose; and
- how you'd like us to put the matter right.
What happens next? Once you've submitted your complaint, we'll acknowledge receipt of this shortly after. We'll then investigate your complaint and respond to you via email.
We aim to resolve your complaint within a few days, however, we have 15 business days and in extraordinary circumstances 35 business days to provide you with our final response letter. If we need more than 15 business days to resolve your complaint, we'll let you know in advance.
Escalating your complaint to an external dispute resolution authority:
If despite our best efforts, you're still unhappy with how we dealt with your complaint, you can contact the relevant external dispute resolution scheme. The type of scheme you can contact depends on which legal entity provided you with the product or service you complained about. You can find a list of what products and services are offered by which entity here. We share the relevant escalation option(s) in the final response letter.