Once you report fraud to us, we review it based on what happened — whether a transfer was made, whether your account or device might be compromised, and what information you've given us.

What happens straight away

You'll get a confirmation that we've received your report, along with a reference number. Keep that number — use it any time you give us more information.

Our first review

Our first step is understanding the immediate risk: which transfer or account is affected, what kind of fraud it looks like, the recipient details, whether any login information was shared, and whether further activity is likely. If we think your account, email, or device may be compromised, we'll ask you to take specific security steps — and you should also secure any other accounts involved and contact any other payment provider affected.

Don't wait until you have everything

Report as soon as you're concerned — you don't need a complete picture first. A clear description in your own words is genuinely useful on its own: how the interaction began, what happened, why you became concerned, whether any payments were made, and whether you shared any information. It doesn't need to be polished. If you find more information later, send it through and quote your case reference.

We may ask for more information

We sometimes need more from you: messages, screenshots, transaction references, recipient details, or website addresses. Being asked for more doesn't mean a particular outcome — it means we're working through the details.

What we might do

Depending on what happened, we may take steps to protect your account, review recent activity, contact other institutions involved, look into whether a payment recall or other recovery step is possible, or escalate the case internally. Not every option is available in every case — what's possible depends on timing, the payment's status, the recipient's bank, the country involved, and legal requirements.

What we can't promise

We can't guarantee that money will be recovered or reimbursed. International transfers can move quickly, and funds are sometimes withdrawn before we receive your report — investigating a case doesn't mean recovery is possible.

Be especially cautious if someone contacts you claiming they can recover your money for a fee, particularly if you didn't approach them first. These recovery scams often involve someone posing as a lawyer, an investigator, a regulator, a cryptocurrency specialist, or a recovery agent. No organisation can guarantee recovery — treat anyone who says otherwise with caution.

How long it takes

How long a review takes depends on the case — more complex cases, or ones needing information from other organisations, take longer. We'll keep you updated as the review progresses, and tell you if we need anything further from you.

While the review continues

Keep your accounts and devices secure, watch for unusual activity, keep your evidence, and avoid further contact with the person you suspect. Contact your local authority and any other financial institutions involved if you haven't already, and tell us if the fraudster contacts you again or you notice further suspicious activity.

If you need support

Fraud is stressful, and talking about it isn't always easy. If you need things explained more clearly, more time, or a different way of communicating, tell us — we'll do what we can to make that easier.

Possible outcomes

Once the review concludes, we'll tell you what we found, what we did, and what it means for you — whether that's confirming the steps we've taken, next steps we need from you, an update on any recovery attempt, or security guidance to help protect you going forward.