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Three stages, one clear route to your money

Most cases are settled with the bank. Some go on to the independent ombudsman. Here is what happens at each stage, and who does what.

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  1. 01 Investigation
  2. 02 Complaint to your bank
  3. 03 Ombudsman, if needed
Four investigators, two women and two men, discussing a case around a screen and printed statements.
A team on every caseSupport, investigators and specialists

The three stages

Every case starts with an investigation. Most end with a response from the bank. If that response isn't fair, the ombudsman is the next step.

Two investigators, a woman and a man, reviewing payment timelines on computer monitors.
Stage 01 · Investigation

We look into what happened

A case handler listens to your story, investigators trace each payment and where it went, and we tell you honestly whether we think you have a claim.

  • Free, with no obligation to go ahead
  • A payment timeline built from your statements
  • An honest view of your chances, including claiming yourself
Typical time
A few days to two weeks
What you do
Tell us what happened and share your documents
Two colleagues at a desk, one writing a letter while the other checks the case on a tablet.
Stage 02 · Complaint to your bank

We make the case to your bank

We write a detailed complaint setting out every payment, how you were deceived and the rules your bank should apply, and send it with the evidence. The bank must give a final response within set timescales.

  • A written case report covering every payment
  • The reimbursement rules applied to your case
  • Any offer explained to you before you decide
Typical time
Usually a few weeks
What you do
Confirm details if your bank contacts you
Case handlers and investigators, men and women, preparing an escalation around a table.
Stage 03 · Ombudsman, if needed

If the answer isn’t fair, we escalate

If your bank says no or offers too little, we refer the complaint to the independent ombudsman, normally within six months of the final response. We answer its questions and can ask for a final decision if the first view isn’t right.

  • Free and independent for you
  • We handle all of the correspondence
  • A decision you accept can be binding on the bank
Typical time
Several months
What you do
Decide whether to accept the outcome

Step by step

The same route in more detail, from the first conversation to money in your account.

  1. Free case review

    You tell us what happened through the Start your case form. A case handler reviews whether there is a realistic claim and explains your options, including claiming yourself.

  2. Evidence and case file

    We help you gather statements, messages and reports, and build a clear timeline of every payment. You can upload documents securely in your client portal.

  3. Complaint to your bank

    We submit a detailed complaint to your bank or payment provider, setting out what happened and why you should be reimbursed.

  4. Independent escalation

    If the bank rejects the complaint or does not respond in time, the case can be escalated to the independent ombudsman or dispute service in your country.

  5. Recovery and statement

    Any amount recovered is recorded in your portal after a second person approves it, and you can download a statement at any time.

When the bank replies

There are usually two ways a complaint can go. Either way, the decision about what to do next is yours.

If your bank makes an offer

We explain what is being offered, how it compares with what you lost and the rules that apply, and what could happen if you decline. Any refund is recorded in your portal once a second person has approved it.

If your bank says no

We review the bank's reasons against the rules. If we think the decision is wrong, the complaint can go to the independent ombudsman, normally within six months of the bank's final response.

The evidence that helps

Don't worry if you don't have everything. Send what you can and we'll help with the rest.

A couple at their kitchen table going through their bank statements on a laptop and phone.
Guide to gathering evidence
  • Statements showing every payment
  • Messages, emails and call logs
  • Website, app or platform names and addresses
  • Account or wallet details you paid to
  • Police or fraud report reference
  • Any letters or emails from your bank
  • A short timeline in your own words
  • Photo ID when we open your case

The people working on your case

Three groups of specialists, one case file. You can message any of them from your portal.

  • A client support specialist smiling during a video call.

    Client support

    Your first point of contact. They take your call, keep you updated and answer questions through your portal.

  • An investigator holding a tablet in the office.

    Fraud investigators

    Trace payments, gather the evidence and write the case report your bank receives.

  • A reviewer at her desk, looking up from her laptop.

    Ombudsman and approvals

    Prepare escalations to the ombudsman and check every recorded figure before it reaches your dashboard.

Inside the team

  • A case handler with a headset taking notes during a call.
  • The case team working in a bright open-plan office.
  • A case team discussing a case together.
  • A case handler on a video call with a client.
  • A case handler going through documents with a client couple on a tablet.

Photography is illustrative.

Cases like these

Three common situations and the route each one typically takes.

  • Safe account scam

    A call “from the bank’s fraud team”

    A caller persuaded them to move their savings to a “safe account” in three transfers over one afternoon.

    InvestigationBank complaint
    What matteredThe transfers were unusual for the account, and no specific warning was given.
  • Investment scam

    A trading platform that wouldn’t pay out

    Payments grew over several months as the platform showed rising “profits”, until withdrawals were refused.

    InvestigationBank complaintOmbudsman
    What matteredA clear payment timeline and evidence of how the platform presented itself.
  • Romance scam

    Money sent to someone met online

    A relationship built over weeks turned into repeated requests for money for emergencies and travel.

    InvestigationBank complaint
    What matteredVulnerability at the time, and repeated payments the bank should have questioned.

Illustrative examples of common case types, not real clients. Outcomes depend on each case and are never guaranteed.

A woman and her adult son checking her case on a tablet at home.
Fees

Clear fees, agreed in writing

The first review is free. If you go ahead, our fee is a share of the money actually recovered for you, set out in writing before you sign. There are no admin or release fees.

How our fees work

You can see every step

Your client portal shows the status of your case, each milestone, every document and every message. Recovered amounts only appear after a second member of the team has approved them.

About the client portal
Case timeline with completed and upcoming milestones.

How long it takes

Every case is different. As a guide, this is how long each stage usually takes.

  1. InvestigationA few days to two weeks
  2. Bank complaintUsually a few weeks
  3. Ombudsman, if neededSeveral months, sometimes more than a year

You stay in control

You can ask questions, see your documents and download a statement at any time. You can also choose to pursue the complaint yourself; our free guide explains how.

Claim it yourself

Questions about the process

How long does it take to get my money back?

Many cases are resolved with the bank within a few months. If a case goes to the ombudsman it takes longer, sometimes more than a year. We keep you updated at every stage.

How much does it cost?

The first review is free. If you choose to go ahead, our fee is set out in writing before you sign. Our fees page explains exactly how it works.

Can I do this myself?

Yes. You can complain to your bank and go to the ombudsman yourself, for free. Our step-by-step guide shows how.

What documents do I need?

Statements showing the payments, any messages with the scammer, and anything your bank has sent you. Send what you have and we will help with the rest.

Will I have to speak to my bank?

Your bank may contact you to confirm details. We prepare you for that, and we handle the written complaint and all correspondence.

What if I have already complained?

We can pick your case up from where it is, including taking a rejected complaint to the ombudsman while you are still within the time limit.

All questions

Ready to start?

Tell us what happened. The review is free and there is no obligation.

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