Claim it yourself
You can complain to your bank and escalate to an ombudsman without paying anyone. Here is how.
Report it to your bank straight away
Call the fraud line using the number on your card or the bank's official website. Ask them to try to stop or recall the payments and note the date, time and reference.
Make a formal complaint in writing
Write to your bank saying you are making a formal complaint and asking to be reimbursed. Include the details listed below, and keep a copy.
Wait for the final response
Banks must reply within a set time, often a few weeks. Their answer is called a final response. If they don't reply in time, you can usually escalate anyway.
Escalate to the ombudsman
If you disagree with the bank, take your complaint to the financial ombudsman or dispute service in your country. It is free and independent, and there are time limits, so don't wait too long.
Keep records throughout
Save every letter, email and call note. A clear paper trail makes each stage faster.
What to put in your complaint
Keep it factual and in date order. You don't need legal language.
- Your name, account details and the words "formal complaint"
- A list of every payment: date, amount and where it went
- How you were contacted and why you believed it was genuine
- When you realised it was a scam and when you reported it
- Whether the bank warned you or questioned any payment
- What you are asking for: reimbursement of your losses
- Any police or fraud report reference number
When help can be useful
Some people prefer support: when there are many payments across several banks, when the bank has already said no, or when dealing with it is simply too much right now. That is what we are here for.
Talk it through for free
Tell us what happened. We'll review it and tell you honestly whether we think we can add anything.
Start your case