Gathering Evidence

So you've signed up with Refundee,
what next?

We will be asking you to provide supporting evidence/documentation for your claim to help us present your case to the bank and FOS.

While this may seem like a hurdle or time consuming, we want to make it as easy as possible for you. This is all part of the usual procedure, and doing it now will save time down the line.

We have summarised how to gather the key pieces of evidence below:

Statements

Bank statements

We will be asking for 12 months of bank statements from before you made the first payment to the scam and up to that initial payment.

E.g. If you made the first payment on 30 June 2023, provide statements from 30 June 2022 to June 2023.

If your account has been open for less than 12 months, please just send over all statements.

If you can’t provide these statements, simply let us know why.

Below are details on how to access statements from:

Revolut

Wise

Barclays

Lloyds

Halifax

Hsbc

Natwest

Nationwide

Monzo

Cryptocurrency statements

The bank and the Financial Ombudsman also like to look at the cryptocurrency statements to assess the payments and returns in relation to the transactions shown on your bank statements.

Below are details on how to access statements from some regularly used cryptocurrency exchanges:

Getting Binance statements

Getting Coinbase statements

Getting crypto.com statements

We only need a single recent crypto exchange statement, not the full 12 months.

Conversations with the scammer

The bank and the Financial Ombudsman Service will also request to see all conversations with the scammers. This is likely the most important piece of evidence that the FOS will need to see as it shows that a third party directed you to send those payment.

If the chats with the scammer cannot be provided, we would need you to outline:

• Why they cannot be provided and what steps you have taken to locate them
• Any evidence showing this e.g. screenshots of error messages or screenshots showing you are blocked from the chat with the scammer

Below, you will be able to find information on how to export whole conversations to send to us to keep on file.

WhatsApp

We’ve summarised this below, but you can read a full article about this here.

Android; Suitable for non-iPhones

We have included some guidance below that should help you download and export the WhatsApp chat transcript:

1. Open WhatsApp
2. Click on the chat you want to download
3. Tap the three vertical dot
4. Select More
5. Click Export Chat

iPhone / iOS

We have included some guidance below that should help you download and export the WhatsApp chat transcript:

1. Open WhatsApp
2. Click on the chat you want to download
3. Tap the person's/ group's name at the top of the page
4. Scroll down
5. Click Export Chat

Telegram

There’s a good article on how to export conversations that you had via telegram.
Check it out here.

Emails

You can learn how to save an email as a PDF using this article.

Document types we can accept

We accept a wide range of document types.

pdf, doc, docx, xls, xlsx, csv, txt, rtf, html, zip, mp3, wma, mpg, flv, avi, jpg, jpeg, png, gif

If you are having any trouble with the above, please get in touch with us.

How to recover deleted chats

Whatsapp has a guide here on how to recover any chats you have deleted.

Start your claim