Client guides

Practical help for gathering evidence, using your portal and staying safe from follow-up scams.

Gathering your evidence

A clear record of what happened is the most useful thing you can bring to your bank or the ombudsman.

Download statements that show every payment, including dates, amounts and payee details.
Screenshot conversations in full, including the sender's name, number or profile.
Save website addresses, platform names, wallet addresses and transaction IDs.
Write a short timeline in your own words while it is fresh: first contact, each payment, and when you realised.
Keep any reference numbers from your bank, the police or a fraud reporting service.

Using your client portal

Your portal is where you follow the case, share documents and talk to your case team.

The overview shows amount reported, amount recovered, what remains and your case status.
Transactions lists every approved entry. Figures only change after a second person approves an entry.
Documents lets you view, download and upload files securely.
Messages keeps all conversation about the case in one place.
Statements lets you download an up-to-date PDF at any time.

Avoiding recovery scams

People who have lost money are often targeted again by fake "recovery" services.

Check that any firm is listed on the official register, and use the contact details from the register.
Never pay a fee, tax or deposit in cryptocurrency or gift cards to "release" funds.
Be suspicious of anyone who contacts you first, claims to be from a regulator or promises guaranteed results.
Never share passwords, one-time codes or install remote-access software.
If in doubt, stop and speak to your bank using the number on your card.