Evidence Gathering Guides

We will ask you to provide supporting evidence and documentation to help us build and present your case to the bank and the Financial Ombudsman Service (FOS). Providing as much relevant information as possible is important because the FOS has specific requirements around the evidence it needs to assess a complaint and reach a fair decision.

The most important pieces of evidence we require are bank statements, communication transcripts and cryptocurrency statements (where relevant). These need to show where the money moved and allow us to follow the full journey from you to the scammer.

The Financial Ombudsman Service will assess your complaint based on the information and evidence available to it. Where the required evidence is not available, this can limit our ability to show that fraud occurred and in some cases it may mean that we are unable to progress your case.

We appreciate that gathering documents can sometimes be difficult and we will support you throughout the process. We have created some guidance above to help you gather the most important pieces of evidence; however, if you are having difficulty, please let us know and we will do our best to help you.