1. Free review
Tell us the bank, the dates, the amounts, and who you thought you were paying. We say yes, no, or not yet. Not yet usually means a document is missing, not that the door is shut.
2. Evidence
We send a short list. Typical items are statements, the chat, screenshots of warnings, and the crime reference. You do not need a perfect archive. You need enough for a stranger to follow the money.
3. The bank complaint
You approve the draft. We send it and chase the firm for a final response. Firms often have eight weeks. Some fraud reports move faster. We will not pretend a chase email is a hearing.
4. Ombudsman, if it is worth it
If the final response is no, the ombudsman team looks at whether the refusal engages with the warnings and the rules. If it does, and there is no real gap, we stop. If it does not, we file.
You can leave before the complaint is sent and owe nothing. The fee terms are in writing on the fees page.