Frequently asked questions

Service and process

Do I have to use a company to make a claim?

No. You can complain to your bank yourself for free and, if needed, escalate to the ombudsman yourself. Our Claim it yourself guide explains how. Some people prefer help with the evidence and the process, and that is what we offer.

How long does it take?

It varies. Banks usually respond to a complaint within a few weeks. If a case goes to the ombudsman, it can take several months. Your portal shows each step as it happens.

How do I start a case?

Fill in the Start your case form. A case handler reviews it for free, contacts you to talk through your options and, if you decide to go ahead, sends you an agreement and a secure portal login.

What evidence do I need?

Bank statements showing the payments, messages and emails with the scammer, screenshots of any platform or website, and any police or fraud report reference. Send what you have. We will help with the rest.

What happens if my bank makes an offer?

We explain the offer, how it compares with what you lost and the rules that apply, and what could happen if you decline it. The decision to accept is always yours.

What happens if my complaint is rejected?

If the bank rejects the complaint, the case can usually be escalated to the independent ombudsman. We will tell you honestly whether we think escalation is worth pursuing.

How do I follow my case?

Once your case is open you get a client portal login. It shows the amount reported, anything recovered, your case timeline, documents and secure messages with your case team.

Can you help me?

Can you help if my bank has already said no?

Often, yes. A rejection from the bank is not the final word. If you are still within the time limit, the complaint can usually be taken to the ombudsman, who looks at what is fair and reasonable.

Can you help if I lost cryptocurrency?

Crypto transfers are hard to reverse, but the payments from your bank account to buy the crypto may still be looked at, including whether your bank should have spotted the risk. Tell us how the money moved and we will review it.

What if I don't think my bank did anything wrong?

You may still be covered. Some reimbursement rules do not depend on the bank being at fault, and banks are expected to look out for unusual payments. It is worth having the case reviewed.

Can you help if I live outside the UK?

Rules and ombudsman services differ by country and depend on where your bank is based. Tell us where you and your bank are located and we will explain whether we can help or who can.

Which types of fraud do you help with?

Investment, romance, job and task, cryptocurrency, safe account, invoice, impersonation and purchase scams, and payments you did not authorise. See the Scam types section for details.

Fees and money

Can you guarantee I will get my money back?

No. Nobody can honestly guarantee a recovery. Outcomes depend on how the payments were made, what your bank did, the rules that apply and the evidence available. Be wary of anyone who promises a guaranteed result.

What does it cost?

Our fees are set out in full on the Our fees page before you sign anything. You will never be asked to pay a "release fee", a "tax" or anything in cryptocurrency to receive recovered money.

How will I receive any refund?

Refunds are normally paid by the bank into your own account. Your agreement explains exactly how and when any fee is paid. We will never ask you to pay money to release a refund.

Do I pay tax on money I get back?

Getting back your own money that was stolen is not usually treated as income, but interest or compensation on top may be treated differently. We cannot give tax advice, so check with a tax adviser if you are unsure.

When is a fee due?

Only in the circumstances set out in your written agreement. Read it before you sign, and ask us if anything is unclear.

Checking we are genuine

How can I check you are genuine?

Our company and regulatory details are on the About page and in the footer. Check them yourself on the official public register, and only contact us using the details listed there.

Someone contacted me offering to recover my money. Is that you?

We only contact you after you have started a case with us, and only from the details on our Contact page. Unsolicited "recovery" offers, especially ones asking for upfront fees, are a common follow-up scam.

Is my information safe?

Your data is held in a secure portal with role-based access, protected file storage and a full audit log. See the Security page for details.

Your agreement

What should I do if my bank contacts me directly?

You can speak to your bank at any time. Let your case handler know about the contact, and don't agree to anything you are unsure about. We can explain any offer before you respond.

Will complaining affect my relationship with my bank?

Banks are required to treat complaints fairly. Making a complaint is your right and should not affect how your account is run.

Can I cancel my agreement?

Yes. Your agreement explains how to cancel, including any cooling-off period and what, if anything, would be payable.

General

What is a financial ombudsman?

An independent, free service that settles complaints between consumers and financial businesses. In the UK this is the Financial Ombudsman Service. You normally need to complain to your bank first and then have a limited time to refer the complaint.

How are you different from reporting to the police?

Reporting to the police or a national fraud reporting service records the crime and may help an investigation, but it does not usually get your money back. A complaint to your bank is the route to reimbursement. You should do both.