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Revolut customers say e-money firm failed them after being scammed

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A man who had £165,000 stolen from his Revolut business account by fraudsters has told BBC Panorama he believes the company’s security measures failed to prevent the theft.

He says criminals managed to bypass the ID verification process to gain access to his account.

So far, Revolut has refused to refund this money.

The BBC has found that Revolut was named in more reports of fraud in the last financial year than any of the major High Street banks.

The e-money firm – which has not yet been granted full status as a bank – says it takes fraud incredibly seriously and that it has “robust controls” to meet its legal and regulatory obligations.

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Rise of new type of banks

Revolut is among a number of new digital-only financial institutions that offer all their services online or through an app – there are no branches to go to.

The firm has grown rapidly and amassed more than 45 million customers worldwide, of which nine million are in the UK. It almost tripled its revenue to £1.8bn in 2023. Its accounts are quick to open and offer competitive foreign exchange rates in an easy-to-use app.

These were the features that attracted Jack – who runs an international business and needs to hold multiple different currencies – to Revolut.

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Jack, who asked us not to use his surname, told us he was also reassured by the security features Revolut promote in their advertising.

In February, Jack was in a co-working space when he received a phone call from a scammer pretending to be from Revolut. He was told he was being called because his account might have been compromised through being on shared Wi-Fi.

Jack was tricked into handing over enough information to allow the scammers to put his Revolut account onto their device. This meant they could see all his previous transactions, including a purchase at the online retailer Etsy that morning.

While Jack was still on the phone to the scammers, a text message from Revolut arrived, asking him to confirm the exact same amount he had spent – £21.98 – by typing in a six-digit security code.

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He said, “Yes, that was me,” and read out the code to the scammers.

What Jack didn’t realise was that they had set up their own account – also called Etsy – and by sharing the code Revolut had sent him, he was authorising a new payment to their fake account instead.

Two similar texts followed to authorise payments of small amounts to two further fake accounts, called “Revolut fees” and “Revolut fees care”. Jack also approved these – which meant he had been tricked into setting up three new payees.

This opened the floodgates and thousands of pounds began to fly out.

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List of payments from Jack's phone for various amounts in dollars ($1,226.38, $1,243.52 etc)

Payments to a fake account in the name of online retailer Etsy started flying out

As soon as Jack realised he was being scammed, he contacted Revolut – but there was no dedicated helpline, just a chat function deep within the app.

“I messaged them saying, ‘I’ve been scammed, please freeze my account,’” he told the BBC.

It took 23 minutes to reach the right department that could freeze the account, during which time another £67,000 had been taken.

Jack is now out of pocket by £165,000. He thinks Revolut’s systems failed him in several ways.

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He believes criminals managed to bypass facial-recognition software to gain access to his account on their device. If an account is set up on a new device, Revolut asks for a selfie, which Jack says he did not provide.

Hand holds phone which has the Revolut app open. On it, there is a message asking user to "verify your identity with a quick photo"

Revolut asks for a selfie when setting up accounts on a new device

Jack says he asked Revolut to show him the image used to authorised the new device. They eventually told him that it wasn’t stored in their system, so there was no way of proving what the fraudsters had done, or what photo was used.

Panorama investigated this apparent vulnerability and found that it appeared to have been fixed.

Jack also believes the fact that 137 individual payments were being made to three new payees in the space of an hour, should have raised concerns with Revolut.

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Most banks and financial institutions monitor customers’ accounts for unusual activity.

“If somebody is suddenly processing a vast amount of transactions and a ton of payments to a new account, it is something that is a red flag – and banks should typically start to investigate some of that behaviour,” says Nina Kerkez, a fraud specialist at data analytics company LexisNexis Risk Solutions.

“[They should] call their customer, send them a text message, engage in some way to ensure those transactions are legitimate.”

Revolut features in crime reports

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Last year, the UK’s national reporting centre for fraud and cyber-crime Action Fraud, received almost 10,000 reports of fraud in which Revolut was named, according to a Freedom of Information (FOI) request submitted by Panorama.

That is 2,000 more than Barclays, one of the biggest banks in the UK, and double that of Monzo, a competitor of similar size to Revolut.

Panorama spoke to eight former employees to try to understand Revolut’s work culture, and two issues came up again and again – Revolut’s insatiable appetite for growth, and a high-pressure environment.

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“Protecting Revolut from being used for financial crime always played second fiddle to the desire to launch new products and to get existing customers to use products more,” an insider, who wished to remain anonymous, told us.

Fraud is a problem for all banks and scams continue to net hundreds of millions even while the technology to defeat them improves.

In order to protect customers, financial companies do extra checks but sometimes these security steps can get in the way of a smooth customer experience.

Revolut says it has a “high performance culture” with an “expectation to deliver good customer outcomes” and that all new product launches involve comprehensive risk assessment and governance approval processes.

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It also says it has “invested heavily” in its financial crime prevention team, which now makes up more than a third of its total global workforce.

BBC Panorama banner

Britain’s Newest Bank: How Safe Is Your Money?

Reporter Catrin Nye investigates the stories of Revolut customers who say scammers took tens of thousands of pounds from their accounts, and that Revolut failed to protect them.

Watch on BBC iPlayer or on BBC One on Monday 14 October at 20:00 (20:30 in Wales and Northern Ireland)

No refunds

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Revolut says it cannot comment on Jack’s case as it is being looked at by the Financial Ombudsman Service.

In 2023 the ombudsman received about 3,500 complaints about Revolut, more than any other bank or e-money firm.

“[This] shows that actually Revolut aren’t doing enough to act in this area,” says Rob Lilley-Jones, from consumer group Which?

He says that Which? does not recommend banking large sums of money with the firm.

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“They have a track record of not reimbursing people who fall victim to fraud or find themselves in this incredibly difficult situation, [and] of money being taken from accounts even after scam activity has been reported.”

Revolut says that each potential fraud case is carefully investigated so it can evaluate the full circumstances and make the most informed decision.

Earlier this month new rules came in to make all banks and electronic money institutions reimburse victims of fraud.

The majority of scam victims will now be reimbursed their money automatically up to the value of £85,000, with refunds split 50-50 between sending and receiving firms.

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This could prove costly for Revolut.

“We hear from customers consistently that they’re told to set up Revolut accounts when they are becoming the victim of a scam,” says Will Ayles from Refundee, a company specialising in fraud recovery.

“It might be safe to draw the conclusion from that, that fraud victims are told to set up Revolut accounts because fraudsters find it easier to move money through Revolut than any other bank.”

When someone is tricked into transferring money to a fraudster it is known as an authorised push payment (APP) fraud. It’s the most common type of financial scam in the UK.

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Last year, figures from the Payment Systems Regulator show that for every million pounds paid into Revolut accounts, £756 was from APP fraud.

That is more than 10 times the amount for Barclays and four times more than Monzo.

Revolut says it takes fraud incredibly seriously, and has approaches to tackle it, including delaying payments, “to allow customers to stop, think and complete additional checks”.

It also says it has recently announced “a new biometric identification feature” and “an advanced AI-scam detection feature that protects customers against card scams”.

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The UK’s newest bank?

In July this year, the UK banking regulator granted Revolut a provisional banking licence, and it is now on its way to becoming a fully-fledged bank.

This means that if Revolut were to go bust, customers’ deposits would be guaranteed up to £85,000 per person.

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Until then, it will continue to operate as an electronic money institution or e-money firm.

However, becoming a bank means it will be able to extend credit to customers via credit cards, overdrafts and mortgages.

“This means the stakes are higher for their customers if they’re targeted by a scammer,” says Rob Lilley-Jones.

“I think there might be a political element to Revolut’s licensing, because it’s becoming of a size to challenge High Street banks,” says Frances Coppola, a financial journalist and expert on banking risks and regulations.

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“I think no government would want to have something of that size playing fast and loose with the rules.” However, she adds: “I suppose you could question, given there are so many complaints, whether Revolut should have a licence.”

The Treasury says the decision on whether to grant Revolut a banking license lies with the independent regulators. They declined to comment to Panorama.

Revolut says that it abides by the same regulatory standards as any High Street bank, and it is sorry to hear of any instance where customers have been targeted by criminals.

It says it cut fraud by 20% last year but acknowledges “there is always more to do”.

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How to complain if you are a victim of fraud

  • Customers can complain about any regulated firm to the Financial Ombudsman Service, which can settle disputes and order firms to pay compensation
  • Mandatory Reimbursement Requirement regulations were brought in on 7 October 2024
  • They will cover the vast majority of UK money transfers up to £85,000, with the exception of international transfers or those involving cryptocurrencies
  • The new measures protect individuals, microenterprises – with fewer than 10 employees – and charities with an annual income of less than £1m
  • BBC Action Line has more resources

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Neither Congress nor the courts would be likely to stop him raising tariffs across the board

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Can I get a loan with bad credit?

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What is the Average Credit Score in the UK

 

Can I get a loan with bad credit? 

For those with bad credit, securing a loan can be a long battle as lenders view borrowers with a low credit score as high risk. This can often lead to stricter terms, higher interest rates or even denials. However, finding loans with reasonable terms is crucial for those with bad credit. Finding a loan with fair interest rates and manageable repayment schedules can help them cover necessary expenses without falling further into debt.  

Being able to repay the loan will also provide an opportunity to improve credit scores which can then open the door to more financial opportunities in the future. 

There has been a growing demand for personal loans in the US in 2024 with 93.9 million Americans currently holding personal loans.

This is a 5.3% year-on-year increase. Partly this is due to a rise in accessible loan options for those with bad credit as more lenders are offering bad-credit loans, secured loans, and alternative lending platforms. Navigating your financial choice carefully is essential to avoid high fees and dangerous lending practices.  

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You can take out a loan with bad credit but doing so should be carried out carefully. 

 

What is classed as having bad credit? 

Lenders will assume you are a high-risk borrower if you have a FICO score below 580. Credit scores typically range from 300-850 with higher scores indicating strong creditworthiness. Scores below 580 falls into the ‘poor’ category which then makes it challenging to secure a favorable loan. 

If you miss or make your payments late on credit cards, loans or bills you will damage your credit report and could end up with a significantly lower score. High credit utilization or using a large portion of available credit will also negatively impact your score. If a borrower is unable to repay debts this will be recorded, and future lenders will be more wary. 

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Best loans for bad credit October 2024 

badcredit

When you have bad credit, finding a personal loan can be challenging, but there are several options available, including payday loans, secured loans, and loans from specialized lenders. Personal loans with a bad credit score is possible but should be carefully considered in order to avoid inescapable debt. 

Payday loans 

Payday loans are short-term loans designed to be repaid by your next paycheck. These loans are often marketed to borrowers with bad credit, offering quick cash with minimal application requirements. However, payday loans come with extremely high interest rates, often exceeding 400% APR, and costly fees. While they provide immediate relief, they can easily trap borrowers in a cycle of debt if not repaid on time. Payday loans should only be used as a last resort. Recent regulations in 2024 have introduced more consumer protections, limiting the amount a borrower can take and capping interest rates in some states. Still, they remain risky and should be approached with caution. 

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Lenders specializing in loans for bad credit 

Several lenders cater specifically to individuals with low credit scores. These loans often have higher interest rates compared to those available for borrowers with good credit, but they offer better terms than payday loans. Loan amounts typically range from $1,000 to $10,000, with repayment terms usually between 12 and 60 months, depending on the lender. 

In October 2024, lenders like Upstart, OneMain Financial, and Avant continue to offer personal loans for bad credit borrowers. Upstart, for example, uses a unique model that factors in education and employment, while OneMain Financial focuses on offering personalized loan terms based on your financial situation. Avant provides flexibility with repayment and has lower credit score requirements. 

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Secured Loans 

Secured loans are another option for borrowers with bad credit, backed by collateral such as a car or home. These loans reduce the risk for lenders, making it easier for individuals with low credit scores to get approved. Common types include car title loans or home equity loans, where the borrower’s asset is used to secure the loan. The advantage is often a lower interest rate compared to unsecured loans, but the downside is the risk of losing your asset if you default on payments. 

 

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Best loan companies for bad credit 

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How to choose a loan for bad credit 

When choosing the best loan for bad credit, understanding key criteria can help you make a smart financial decision. Here are the factors you should evaluate: 

Interest rates 

This is one of the most important factors when choosing a loan. Borrowers with bad credit often face higher rates, but there can be significant differences between lenders. Look for the APR which includes both the interest rate and any other associated fees. Make sure you compare rates across multiple lenders to ensure you are getting the best offer available. The lower the interest rate, the lower your monthly payments will be, this will help you repay the loan. 

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Fees and Penalties 

Loans often come with various fees and penalties that can add up. Watch out for origination fees, which are usually deducted from the loan amount upfront. Some lenders also impose late payment penalties or prepayment penalties for paying off your loan early. Be sure to read the fine print and ask about any additional costs. Lenders who are transparent will clearly outline all fees upfront, so avoid any that seem to hide or gloss over these charges. 

Repayment terms 

Some loans offer shorter terms with higher monthly payments, while others provide longer terms with lower payments but higher overall costs due to interest. Consider how flexible the repayment schedule is, and ensure it aligns with your budget. Look for options that allow early repayments without penalty, especially if you plan to improve your financial situation over time. 

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Approval process 

Some lenders offer fast approvals with minimal checks, whereas others may conduct a thorough credit check and verification process. Being approved quickly will be tempting, however they can often come with higher interest rates and fees.  

Check customer feedback and reviews 

During your research it is important to take a look at past customer reviews and feedback. This will tell you how trustworthy the lenders are and whether this is a good decision for you. 

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Alternative to loans for bad credit 

If you cannot find a loan with favorable terms and you have a bad credit score, there are some other options. 

Credit builder loans 

They are designed to help improve your credit while borrowing money. The lender will hold the loan amount, whilst you make regular repayments. This is a way to prove you can be a low risk, trusted borrower and in the future more lenders will accept you. 

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Debt consolidation loans 

For those with multiple debts, a debt consolidation loan can combine them into one monthly payment, often with a lower interest rate. This simplifies repayment and can reduce overall interest costs. 

Secured credit cards 

You will have to provide a cash deposit as collateral, this makes them easier to obtain with bad credit. 

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Attacking corporate art sponsorship is pointless

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The writer is a former shadow secretary of state for culture, media and sport

There was a clattering of dominoes across UK literature festivals this year when Baillie Gifford was dropped from the commercial sponsorship which supports this world. The asset manager’s exit came after sustained pressure from activists, authors, politicians and others who opposed its funding of the Hay Festival because a small percentage of its investments were in Israel and in oil companies. Elsewhere, the Turner contemporary art gallery in Kent was subjected to protests for not visibly campaigning on Palestine and there were a series of angry protests against oil company sponsorship of museums including the British Museum and the National Portrait Gallery.

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Now we find arts organisations are being warned that the government’s proposed tax changes could lead some wealthy people to leave the country, reducing philanthropic donation and putting arts funding at further risk.

Arts organisations are an easy, visible, headline-grabbing target for campaigners. But these bodies do not extract oil or invest in weapons. The consequences of successful campaigns to remove funding does not lead to less oil or fewer arms. It doesn’t end climate change or prevent war. Investment portfolios don’t change. But it does put off sponsors and donors from investing in arts.

I share the aims of getting to net zero, tackling climate change and the nature emergency and transitioning from fossil fuels to renewables. I’m proud of the Labour manifesto I campaigned on during the general election campaign to achieve this. I just don’t think attacking art sponsorship is a valid or productive route and damages our cultural life without helping the cause.

Reduced sponsorship causes financial harm for cultural organisations. This risks livelihoods of staff and creators. Some organisations will simply go bust.

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Instead of lying down pretending to be dead in front of gallery visitors, activists could talk with directors about funding and due diligence processes. Better still, talk to the source — the company whose behaviour they object to — or to politicians.

In some cases, it is staff or performers who protest. Yet they have the most to lose and the best chance of entering into constructive dialogue with organisations and sponsors.

Focusing on the oil protests, for example, the private sector is essential for decarbonisation, via direct investment and in manufacturing. More and more companies have net zero strategies. If activists believe these are inadequate, it is the source companies they need to be protesting, not art.

Sponsors and donors need to be willing to explain and discuss their strategies. There may be difficult arguments but they have the capacity to help articulate their goals. Arts organisations frequently do not. At Climate Change Week at the UN General Assembly last month I heard well-informed discussion and interrogation of net zero strategies, investment in new clean tech and more. The private sector is more than capable of explaining what they are doing and be willing to listen to and discuss how they might do more. This should not be left to the cultural world.

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I assume activists who are calling on arts organisations to reject money from certain companies nevertheless want the state to continue to tax the same companies to pay for our public services? Why is it OK for the state to take their money but not the arts?

Creative industries are one of the strongest sectors for economic growth in the UK and part of what makes us great. Creators visit public museums for inspiration for costumes for films and TV. People who learnt their craft in the publicly invested cultural worlds go on to start commercially successful production, games and music companies. We need more art and culture, for joy, jobs and growth. Stop picking on art.

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Financial Life Planning hires Rebecca Tuck as ops director to drive growth

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Financial Life Planning hires Rebecca Tuck as ops director to drive growth

Advice business Financial Life Planning has hired Paradigm Norton’s Rebecca Tuck as its new operations director to help drive the expansion of the business.

Kate Shaw launched the firm around 10 years ago and has been running it on her own ever since.

“We both got to the point in our careers where we are ready to do something different,” Tuck told Money Marketing.

“[Kate] could’ve carried on like that indefinitely, I probably could’ve stayed at PN indefinitely, but I just wanted a change.”

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Tuck has joined the business to “get it properly ship-shape”. “It’s like phase one in world domination, that’s the plan,” she said.

The first step is to make everything behind the scenes as efficient as possible. This includes making the client journey smooth and enjoyable.

“We are looking to grow, ultimately,” Tuck said. “There is definitely space for more people to join in the not-too-distant future. But by getting me in first, we can just make sure we’ve got that really solid foundation to build on.

The business is also going through a brand refresh and is working on a redesigned website.

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“Kate is one of the most genuine people I’ve met in financial services,” said Tuck.

“And she really wants to do what’s best for clients. She is genuinely doing something a bit different.

“It was a really exciting opportunity for me to come in, essentially with a blank sheet of paper, and help design what that looks like and what that experience will be.

Shaw and Tuck first met at the IFW conference in May 2023.

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“We got talking and realised we were very much on the same page, and there is a really exciting opportunity to join forces and use each other’s skillsets and do something exciting,” says Tuck.

“Bigger picture, longer term, there is definitely a desire to expand to help more people, to be a place where people can be themselves.”

Shaw said: “We’re very much about doing an absolutely brilliant job for people who don’t feel that they fit into the traditional financial planning firm.

“We want people to land onto our website, which is being updated at the moment, and look at it and go ‘that’s me’.”

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She said there are a lot of people, especially Gen X women, who are “quite badly served” by financial services.

“We want there to be a home for everybody,” she added.

In terms of when the business is looking to hire new employees, Shaw said it is to do with when the right person comes along. “If that’s next week, awesome. But we’re keen to make sure it is a very tight ship that we’re running.

“It’s a team effort. We’re onboarding a new client this week and Becca’s going to be involved in that. It’s not just a case of I do the clients, she does the ops, we’re all in it together.

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“It’s really important that they know they’ve got a home with us. We’re on their side. We’re independent, we know what we’re doing and we only answer to them.”

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Capella accepts Digital Payment Tokens for luxury stays

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Capella accepts Digital Payment Tokens for luxury stays

Capella Hotel Group pioneers luxury hospitality’s digital age by accepting Digital Payment Tokens (DPTs) at flagship properties, Capella Singapore and Patina Maldives, Fari Islands.

Continue reading Capella accepts Digital Payment Tokens for luxury stays at Business Traveller.

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Trio of economists win Nobel Prize for work on wealth of nations

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The 2024 Nobel Prize for economics has been awarded to academics Daron Acemoglu, Simon Johnson and James Robinson for their work on wealth disparities between nations.

Acemoglu and Johnson are professors at the Massachusetts Institute of Technology, while Robinson is a professor at the University of Chicago.

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They were commended for their work on the impact of institutions and the rule of law on countries’ prosperity.

“This year’s laureates have pioneered new approaches, both empirical and theoretical, that have significantly advanced our understanding of global inequality,” said Nobel committee member Jakob Svensson.

“Reducing the huge differences in income between countries is one of our times’ greatest challenges,” he added.

Svensson said the trio’s work had “helped us understand differences in prosperity between nations” by showing that societies with a poor rule of law and institutions that exploit their populations can struggle to generate growth.

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Although the laureates did not propose “simple recipes or concrete policy proposals”, their work had a “huge societal impact”, he said.

The Nobel committee added that their insights showed that democracies were “on average, in the long run . . . better for promoting growth”.

The committee emphasised that while all three worked at US universities, none were Americans. Acemoglu was born in Turkey and his two colleagues in Britain.

Speaking from Athens, Greece, after the prize was announced, Acemoglu said the trio’s work could best be summarised as the study of the “natural experiment” created by colonialism.

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This had “divided the world into very different institutional trajectories”, he said, with countries set on distinct paths depending on the resources European settlers had brought with them and the strategies they adopted.

“Broadly speaking, the work we have done favours democracy,” Acemoglu said.

He added that while China’s recent success in high-tech sectors was “a bit of a challenge” to their conclusions, “our argument has been that this sort of authoritarian growth is often more unstable”.

Acemoglu was born in Istanbul and studied in the UK, receiving his masters and doctorate from the London School of Economics after undergraduate studies in York. 

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The Turkish-American economist began his academic career at LSE before moving to MIT. He won the John Bates Clark Medal, awarded to the most promising American economist under the age of 40 by the American Economic Association, in 2005. 

Acemoglu worked with Robinson on the best-selling book Why Nations Fail

Johnson was born in Sheffield but has spent his working life in the US. Before joining MIT, he worked at the Washington-based Peterson Institute think-tank and served as the IMF’s chief economist from 2007 to 2008.

He received his doctorate from MIT, after completing a masters at the University of Manchester and an undergraduate degree from Oxford university.

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Robinson, who holds British and American citizenship, received degrees from the LSE and Warwick before completing a doctorate at Yale.

He has been at the University of Chicago since 2015 and previously worked at Harvard University.

Additional reporting by Claire Jones

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