Did your bank refuse to refund scam payments?
If you were tricked into sending money by bank transfer, or lost money through an investment, crypto, romance or purchase scam, the evidence around bank warnings and reimbursement rules can matter.
Bank Decision Focus
We look at what the bank knew, what warnings appeared and how the refund decision was explained.
Evidence First
Messages, bank statements, scam timelines and complaint responses are organised before escalation.
FOS Ready
If the bank rejects the complaint, the file can be prepared for Financial Ombudsman review.
Partner Route
Where regulated claims work is needed, suitable cases may be referred to authorised partners.
Prefer to speak to someone? Call or WhatsApp: +44 (0)20 8050 0725
Speak to one of our intake consultants before completing the bank scam refund review form.
Save the number as "Quaerens" so you recognise our calls.
APP fraud cases often turn on what happened before and during the payments.
APP fraud means the customer authorised the payment, but did so because they were deceived. The question is often whether the bank or payment provider handled the risk, warning signs and refund decision fairly.
Investment or crypto scams
Money sent to fake investment platforms, crypto wallets, trading schemes, property investments or recovery-room scammers.
Impersonation scams
Fraudsters pretending to be a bank, police, HMRC, solicitor, broker, supplier, family member or trusted company.
Purchase and romance scams
Payments for goods that never arrive, fake deposits, holiday scams, vehicle scams or money sent under emotional pressure.
The strongest files usually show the timeline clearly.
Helpful paperwork
- Bank statements showing each scam payment.
- Messages, emails, WhatsApps, social media chats or platform screenshots.
- Account names, sort codes, payment references and dates.
- Any bank warnings shown before the payment was made.
- Bank complaint response and refund refusal letter.
- Police, Action Fraud or platform reports if available.
Important circumstances
- Whether the payment was unusual for the customer.
- Whether the customer was vulnerable, pressured or isolated.
- Whether multiple payments were made over time.
- Whether the bank asked meaningful questions before release.
- Whether warnings were generic or specific to the scam risk.
- Whether the bank explained the refusal properly.
Most cases start with the bank, then move to the Financial Ombudsman if rejected.
Bank complaint
The first complaint should ask the bank or payment provider to review reimbursement, warnings, customer vulnerability and payment-monitoring decisions.
Final response
If the bank refuses or only partly refunds, the reasons need to be compared against the evidence and reimbursement rules.
FOS escalation
If appropriate, the complaint file can be escalated to the Financial Ombudsman Service with a clear timeline and evidence bundle.
Responsibility depends on the payment route, the bank decision and the facts.
Bank or payment provider
The main route is usually a complaint to the sending bank or payment provider. The focus is whether reimbursement should apply and whether the firm acted fairly.
Receiving bank or platform
Some cases may involve questions about the receiving account, platform, wallet provider or whether funds could have been frozen or traced.
Investment or broker route
Where the scam involved an adviser, broker, introducer, trading platform or investment scheme, there may be a separate evidence route to review.
Authorised partner route
If the claim requires regulated claims management or legal progression, Quaerens may refer the matter to an authorised partner after initial review.
Request a call back about an APP fraud or bank scam refund
If your bank refused a refund, only offered a partial refund, or you are unsure what evidence matters, leave your details and our intake team can call you back.
Please save +44 (0)20 8050 0725 as Quaerens before requesting a call back.
Start your bank scam refund review
Tell us what happened, when the payments were made, what the bank said, and whether you have the scam messages or complaint response.
Start Free Review