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Client Guides
These guides walk you through the practical parts of your claim: gathering evidence, downloading statements, and understanding what happens at each stage. Each one gives you step-by-step instructions, a checklist so you know when you're done, and how to send everything to us. If you get stuck at any point, contact your case handler and we'll help.
When the bank says no
Banks decline claims they should pay. A fraud gets called a civil matter, a generic pop-up gets called a warning, or a convincing scam gets judged with hindsight. None of those reasons is the final word. Decisions can be challenged and escalated to the Financial Ombudsman Service, and we know where they most often go wrong.
