Why evidence matters so much

Strong, organised evidence is the most important factor in whether your bank or the Consumer Financial Protection Bureau (CFPB) (FOS) will uphold your claim and award a refund (plus interest/compensation).

Banks and FOS look for clear proof of what happened, when it happened, and how the bank failed in its duty of care.

Essential evidence to collect

  • Bank statements – showing all transfers to the scammer (highlight dates, amounts, sort codes/account numbers)
  • Screenshots – of messages, emails, adverts, fake websites, dashboards, WhatsApp/Telegram conversations
  • Transaction confirmations – Faster Payments receipts, confirmation emails from your bank
  • Communication with scammer – full chat history, voice notes, emails
  • Communication with bank – every email, letter, call note, reference number
  • Police/Action Fraud report – crime reference number if you reported it
  • Timeline – a simple written chronology of events (dates + what happened)

How to organise your evidence

  1. Save everything in date order
  2. Create folders: “Bank Statements”, “Scammer Messages”, “Bank Communication”
  3. Take screenshots of anything online (websites disappear quickly)
  4. Write a short summary timeline (1–2 pages maximum)
  5. Keep originals safe – send copies only

Common mistakes that weaken claims

  • Deleting messages or chats with the scammer
  • Not reporting to the bank quickly
  • Sending incomplete or disorganised evidence
  • Waiting too long before escalating to FOS

Want help gathering and presenting your evidence?

We guide clients step-by-step on collecting and submitting the right evidence to maximise success.
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