Ask for a clear explanation
Request the decision and the reasons behind it, along with any information the organisation relied on.
Home / Resources / Your Rights to a Refund
Understand your optionsYour rights to a refund
If you lost money through a scam, you may have options to challenge how your bank or financial provider handled your case. The right route depends on the facts, the payment method and the rules that apply.
● Start your case
Know the process
What you can do if your bank says no
A bank's decision is not necessarily the end of the road. You can ask for the reasons in writing and check whether the complaint can be reviewed or escalated.
Review the evidence
Check that the timeline, payment details and your account of events have been understood correctly.
Explore escalation
Depending on the circumstances, a complaint may be eligible for referral to the Financial Ombudsman Service.
What affects a claim?
There is no single outcome for every scam. An assessment may consider the payment type, when the events happened, the information available at the time and the steps taken by the parties involved.
Keep all correspondence and note any deadlines mentioned in your final response.
Payment method
Different rules and complaint routes may apply to bank transfers, card payments and cryptocurrency transactions.
Timing and records
Dates, transaction records and the history of your contact with the provider can all be relevant.
Individual circumstances
The assessment depends on the details of the case. A refund or recovery cannot be guaranteed.
Important: This page provides general information, not legal advice. Eligibility and outcomes depend on your individual circumstances and applicable rules.
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