Fintech firm Revolut has paid compensation to a customer who complained that push notifications woke him up in the early hours of the morning. The Financial Ombudsman Service upheld the complaint, though the initial compensation payment was misdirected.
This case highlights the importance of managing customer communication timing and channels, even for routine notifications, to avoid disrupting customers and potentially leading to regulatory complaints and compensation payouts.
Revolut has been compelled to issue compensation to a customer who was repeatedly woken up by the fintech's push notifications. The customer, identified only as Mr A, reported that two separate notifications in the early hours of the morning disturbed his sleep, causing him to worry about potential issues and subsequently impacting his workday.
While Revolut initially offered £25 in compensation, the payment was erroneously sent to Mr A's business account instead of his personal account. The Financial Ombudsman Service (FOS) reviewed the case, with an investigator finding that while the timing of the notifications was not deemed incorrect by regulatory standards, the customer's distress and subsequent impact on his day warranted compensation.
Although the investigator's decision was upheld by the nominated ombudsman, James Akehurst, Mr A remained dissatisfied, believing the compensation amount should have been higher. The FOS ultimately ordered Revolut to correct the compensation payment. A Revolut spokesperson stated that customers can opt out of marketing communications, including push notifications, within the app at any time.