Earlier this yr, the UK-based fintech firm Revolut ended its banking relationship with a big buyer. Quickly after, a strategic partnership supervisor at Revolut pasted wording from a grievance by the shopper about its remedy into an inside messaging board, seen to a lot of staff.
The corporate’s world head of gross sales replied on the general public Slack channel, asking the identify of the corporate. “OnlyFans Ltd,” the unique poster replied, referring to the corporate greatest identified for internet hosting grownup content material. The publish earned him 37 smiley face emojis, based mostly on a screenshot seen by the Monetary Instances.
In an announcement, Revolut acknowledged the data was dealt with improperly, however stated “no delicate data was mentioned” and that each worker receives annual confidentiality coaching.
However one Revolut staffer who learn the change on the time describes it as a “significantly egregious” instance of how the fintech shared broadly data on shoppers “when it was not applicable”. Whereas it was not unlawful, the individual provides, it risked embarrassing the shopper and making Revolut look unprofessional. OnlyFans declined to remark.
The way in which this shopper communication was dealt with appears attribute of a streak of immaturity that runs via the enterprise, judging from interviews with greater than a dozen former Revolut staffers, lots of whom left up to now yr, and others who’ve handled the corporate.
The interior lack of restraint has not prevented them profitable greater than 25mn prospects who use the Revolut platform for all the things from funds to international change, and a far greater valuation than its neobank rivals.
However after seven years in operation, the challenges dealing with Revolut counsel it’s time to develop up. The corporate is staring down the prospect of more durable regulation by the European Central Financial institution because it pursues European banking ambitions. UK regulators are but to grant Revolut the banking licence it utilized for in January final yr, which chief government Nik Storonsky says is vital to the corporate’s broader ambitions.
The fintech can also be attempting to deal with what insiders say are undesirable cultural and operational points on the agency.
The UK’s Monetary Conduct Authority, which together with the Financial institution of England, holds the important thing to the banking licence, final yr carried out a overview of the corporate’s tradition, which raised alarms inside Revolut. The FT has additionally learnt of a separate overview requested by the FCA in 2020 into threat administration on the agency.
In 2019, earlier than it utilized for financial institution standing, monetary management was a “weak level,” says one former Revolut government. “[It] was a traditional firm that had grown very quick and didn’t have lots of people with the required monetary providers and regulator expertise.”
Revolut denied that allegation and stated it “takes its obligations in relation to monetary crime extraordinarily significantly. We proceed to take a position considerably in each our individuals and programs to additional develop and strengthen our controls.”
Now, as a recession looms which has already battered valuations at friends, Revolut should persuade the gatekeepers of worldwide banking programs that it is able to take the following step in its growth.
‘A identified situation with tradition’
Revolut has a brutally frank inside tradition, by its personal admission. The corporate’s web site boasts of being “radically truthful about one another’s efficiency”, and giving sincere suggestions in a approach that “would possibly damage typically”.
The corporate places a pointy concentrate on assembly targets, which some say impressed extreme threat taking. “It drives dangerous behaviours . . . and makes individuals very combative towards one another. Usually good individuals,” says one other former staffer.
“There’s positively a identified situation with tradition,” says one former government at Revolut group, describing a “cut-throat” atmosphere that prevailed. Revolut stated it has a “excessive efficiency tradition” that’s “various, supportive, and encourages individuals to be one of the best.”
Turnover appears sizeable. Publicly out there knowledge from LinkedIn suggests the median tenure is about 0.8 years, decrease than figures for these at rival fintechs equivalent to UK neobanks Starling and Monzo or Swedish funds pioneer Klarna.
Revolut stated it didn’t settle for Linkedin’s knowledge, and stated its personal information present common tenure is a yr and a half. In exit interviews, they stated, 80 per cent of respondents say their expertise of working there was constructive.
The cultural tone is ready from the very high, insiders say, by Storonsky, the corporate’s 38-year-old Russia-born co-founder.
“He’s extremely targeted and extremely decided and makes no excuses for who he’s. And for lots of people that’s actually exhausting to abdomen,” says Nick Hungerford, the Nutmeg founder who obtained to know Storonsky via the UK fintech scene they each got here up in.
Storonsky made a advantage of his plainspokenness and outsider standing, saying that when he and his co-founder began Revolut “we simply didn’t know a lot about funds in any respect . . . We simply had this concept that we wish to do it without cost. So we jumped in.” In mid-June, he publicly lambasted the UK regulators making him wait indefinitely for a banking licence.
Hungerford says he doesn’t help each remark Storonsky has made, however says his frankness has produced admirable outcomes. “If he was extra . . . reserved we wouldn’t get what we get along with his ferocity of growth.”
Storonsky’s administration type raised some hackles internally. “There was a variety of solo decision-making versus group decision-making,” a former group government says.
A call to shut key companies in Eire in 2021, for instance, was “all Nik,” the individual says. Whereas the choice was sound, they add, the method round making it was not.
“I came upon about [Revolut planning to offer] UK mortgages when Nik introduced it at a convention someplace,” says one other former senior government concerned within the UK financial institution utility.
In 2019, Revolut appointed Martin Gilbert, former co-chief government of asset supervisor Abrdn, as its inaugural chair, who stated he was proud to convey his “deep expertise of company governance” to the corporate. However the board was seen by some “as a hindrance greater than something,” within the view of the previous group government.
Requested to touch upon Storonsky’s oversight and involvement within the agency, Revolut stated: “Like most founder CEOs, Nik has a 360° view of the enterprise and is actively concerned in all elements of Revolut.” He sits at a desk on an openplan flooring, it added, and is contactable “at any time”.
On the query of the board, it famous that Storonsky meets with Gilbert weekly, and that collaboration is “tantamount to our collective success”.
A number of former staff say that Storonsky unnerved executives by putting in younger graduates as “founder associates” to look at enterprise traces and report straight again to him.
Typically these founder associates, often males of their early 20s, had been appointed to run divisions if Storonsky was sad with present administration, say former executives. One was put accountable for knowledge in 2019, and one other given oversight of expertise acquisition in early 2020.
Revolut stated founder associates had been often called “working principals” for the previous yr and supply “experience on distinctive and sophisticated initiatives, often within the short-term”.
The FCA declined to touch upon or verify a cultural overview of Revolut, however such assessments can study problems with management and governance. The opinions are “very uncommon” and “positively a sign the FCA is uncomfortable”, an individual aware of the regulator’s course of says.
Revolut stated that these sorts of cultural opinions usually are not uncommon, and are a part of its “ongoing supervisory relationship” with the FCA, which already oversees its UK funds enterprise. “We welcomed the chance to showcase our wholesome tradition,” it stated.
The corporate held inside shows on work tradition after the FCA’s overview, two individuals inform the FT, and a number of other say they had been informed when being interviewed that the fintech’s tradition was altering.
Nonetheless, one government who stop earlier than the FCA overview says he left Revolut partially as a result of he couldn’t persuade Storonsky to alter the tradition in a extra significant approach.
“Some firms, the founder is a foul individual, poisonous, that’s not Nik. He’s only a machine. He has no EQ and that results in a excessive friction tradition,” the individual says, including that he would converse to Storonsky at size on tradition and the CEO “struggled to know a plan of action” to repair it.
A present Revolut government suggests there wasn’t that a lot to repair anyway. “There was nobody single occasion [regulators] have been capable of level at of so-called tradition resulting in a foul buyer final result,” the individual says.
In a publicly streamed dialogue with an investor on November 17, Storonsky in contrast his workforce to “elite athletes” who “wish to win, wish to be no 1,” and stated he acts as a “coach” serving to them attain their targets. “Being within the workforce signifies that you be taught from one of the best, actually quick.”
“Nobody will keep within the workforce ceaselessly,” he added. “Everybody understands and accepts it.”
Watching the watchdogs
The FCA’s cultural overview is just the most recent signal that UK regulators have been scrutinising Revolut extra carefully than earlier than.
In 2020, the FCA requested an impartial professional perform a overview of Revolut’s measures to stop and detect monetary crime, a course of often called a piece 166.
The regulator doesn’t disclose particulars of part 166 requests, however says on its web site it asks for such opinions “if we’re involved or need additional evaluation”.
The FCA did just lately grant approval for Revolut to affix a register of firms allowed to supply cryptocurrency providers within the UK. The banking licence, nonetheless, stays elusive.
Individuals aware of Revolut’s regulatory dealings inform the FT that UK regulators expressed issues in regards to the firm’s cash laundering controls. There have been additionally issues about operational points like the truth that the one technique to contact Revolut is thru its app, so non-customers who’ve issues about fraud have virtually no technique to get in contact.
Storonsky’s private interventions haven’t helped, says one regulatory supply. “Having a go on the regulator is . . . not very efficient.”
Revolut’s regulatory challenges have been exacerbated by a string of high-profile departures from its threat and compliance groups, and extra strain from auditors after watchdogs warned of the “unacceptably excessive” threat of flaws in its accounts.
Requested how shut Revolut is to having a full government workforce on the UK financial institution, the corporate stated: “The UK financial institution has the suitable executives in place to ship the financial institution licence and can after all have a full workforce upon authorisation.”
The FCA and BoE each declined to touch upon the licence utility.
Because the UK’s regulators clamoured for extra data to help the banking licence, a standard view inside the fintech was “properly, the Financial institution of Lithuania don’t want that”, two former Revolut insiders informed the FT.
Revolut’s relationship with the Financial institution of Lithuania dates again to 2018, when it was awarded a licence to supply banking providers equivalent to present accounts and loans all through the EU from its Vilnius-based operation.
Three years later, it merged its EU funds enterprise with the Lithuanian financial institution, making a a lot larger pan-European firm with a broader licence which was authorised by the ECB.
Till now, Revolut’s European entity has been primarily overseen by the Financial institution of Lithuania. However after a overview early subsequent yr, it’s more likely to meet the edge for direct supervision by the ECB, which oversees the eurozone’s largest and most systemic banks.
When it falls below the complete aegis of the ECB, Revolut can be handled to a “complete evaluation”, protecting all the things from asset high quality to threat administration and inside modelling. The overview can even department into areas like anti-money laundering controls.
Day-to-day exercise will even be totally different. “Our supervisors are a bit extra heavy handed,” one individual aware of the ECB’s strategy stated. “The quantity of strain, the data we ask for, there’s a transparent distinction [from national supervisors].”
Revolut will even have lots much less high-level entry below the brand new regime. Its senior executives had audiences with the governor of the Financial institution of Lithuania; they’re unlikely to spend a lot time with ECB president Christine Lagarde.
The corporate stated it “proactively and voluntarily sought ECB consolidated supervision” and that the change will imply little to the corporate when it comes to the character of its oversight.
But it surely just lately had a brush with its present European regulators. On November 16, the Financial institution of Lithuania censured Revolut’s European funds enterprise for its failure to submit audited monetary statements in time, and warned it over its dealing with of client complaints — together with instances of “incomplete, unsubstantiated solutions” and missed deadlines.
Revolut’s European financial institution, which merged with the funds enterprise final summer time, was fined €70,000 for the delayed monetary statements.
The corporate stated it had already taken steps to deal with the problems with buyer complaints highlighted by the Financial institution of Lithuania. It stated “technical causes” that prevented it submitting on time have since been resolved, so it is not going to occur once more.
Licence to thrive
Cracking the house market within the UK stays the prize for Revolut, virtually two years after making its banking licence submission.
“The most important restrictor in not having a banking licence is that the funds prospects have with Revolut should be safeguarded,” says one former government with information of the enterprise mannequin. “Whenever you grow to be a financial institution, these restrictions go away . . . there’s much more freedom to do what you need with buyer deposits.”
PitchBook analysts Rudy Yang and Robert Le say “additional delays in acquiring a UK banking license may forestall Revolut from attaining greater profitability from lending to customers”.
The UK delays are additionally hurting Revolut’s broader ambitions. “The UK is a bottleneck for different licences,” Storonsky informed a convention in November. The corporate has drafted an utility for a US banking licence, and can also be wanting to develop operations in Australia. However the CEO says regulators there may make their licences conditional on Revolut getting one in its house market.
Nonetheless, even with banking licences, specialists say Revolut, like each different lender, will endure as demand for credit score dries up in a worsening financial system.
The PitchBook analysts say Revolut’s funds enterprise may additionally come below strain from “decrease spending volumes”.
Others supply a sunnier take. Gilles Chemla, finance professor at Imperial School, says Revolut can profit from the downturn. “If Revolut continues to develop and is contrarian whereas everybody else shrinks you would possibly count on them to be one of many winners.”
In an announcement, Revolut says it’s well-prepared for a declining financial system. “We’re in a powerful place to speed up our development, as managing cash successfully turns into much more essential.”
In contrast to different massive fintechs, Revolut hasn’t introduced widespread lay-offs or a cost-cutting programme. However insiders say it had already launched a sequence of cost-saving initiatives earlier than the financial system started to show.
A former government says that in June 2021 all division heads had been informed to justify any open jobs. One former recruiter stated she and her colleagues had been ordered to droop hiring in high-cost areas.
No matter its challenges, Revolut has the posh of dealing with them largely in personal. The final set of significant accounts it filed date again to 2020. The subsequent set received’t land till the top of the yr.
“We’re not planning fundraising as a result of we don’t actually need it,” Storonsky informed the Net Summit convention in November. “Clearly buyers are nervous about their portfolios. It’s a tough time for the enterprise business.”