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What to do if…
your bank rejects your fraud claim and restores the disputed charges

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy UK guide

Short answer

Secure the account against further unauthorised activity, then obtain the bank’s decision in writing and make a formal complaint if the rejection was not already a final response. If you have a final response, you can normally refer the complaint to the Financial Ombudsman Service within six months of the date on it.

Do not do these things

  • Do not send money, passwords, passcodes or security details to anyone offering to recover the disputed amount.
  • Do not use contact details supplied by an unexpected caller, message or recovery service.
  • Do not delete statements, app notifications, messages or correspondence connected with the fraud claim.
  • Do not change your account of events to match what you think the bank expects.
  • Do not assume that the restored charges make the bank’s decision final or independently confirmed.
  • Do not take out expensive credit in panic before telling the bank that essential payments are at risk.
  • Do not pay a claims company simply to approach the Financial Ombudsman Service for you.

What to do now

  1. Contact the bank through its official app, website, branch or the number printed on your card or statement. If further fraud may still be possible, ask it to block or replace affected cards, secure online banking and check for pending transactions you do not recognise.

  2. Identify exactly what the bank restored. Ask whether it reversed a temporary credit, reapplied particular disputed transactions or made another account adjustment, and request a transaction-by-transaction breakdown.

  3. Ask for the rejection in writing. Request the reason for the decision, the transactions covered, the information relied on as far as it can be disclosed, the complaint reference and confirmation of whether the document is the bank’s final response.

  4. If the rejection was not a final response to a formal complaint, submit a written complaint and label it clearly as a formal complaint. List each disputed transaction, explain briefly why you disagree and state what you want corrected. Fraud, scam and payment-service complaints are generally subject to a 15-business-day response period; if the bank cannot provide a final response then, it should explain why and normally provide one within 35 business days.

  5. Save statements, the original fraud report, the rejection, messages from the bank and notes of calls. Make a short timeline containing dates, amounts, contact attempts and what happened, without guessing about details you do not know.

  6. State clearly whether you did not make or approve the payments, or whether someone deceived you into approving them. These situations can be assessed under different rules, so correct any bank record that describes the payment type inaccurately.

  7. Tell the bank immediately if restoring the charges leaves you unable to cover food, housing, energy or other essential payments. Ask what temporary support is available and whether related fees, interest or collection activity can be paused or reviewed while the complaint is considered.

  8. If you have an unsatisfactory final response, or the bank has not replied within the applicable complaint period, submit the matter to the Financial Ombudsman Service. Its service is free, and a complaint following a final response normally needs to be submitted within six months of the date on that response.

  9. If the underlying fraud has not been reported, use Report Fraud in England, Wales or Northern Ireland. In Scotland, report it to Police Scotland online or through 101. Keep the reference number, but do not delay securing the account or making the bank complaint while waiting for a police assessment.

What can wait

Choosing a solicitor, switching banks, paying a representative, preparing detailed legal arguments or deciding whether to pursue court action can wait. For now, secure the account, preserve the records, formalise the complaint and note the Financial Ombudsman deadline.

Important reassurance

Restoring temporary credit does not remove your ability to challenge how the bank handled the claim. The Financial Ombudsman Service can independently consider eligible complaints, and your account does not need polished legal language or a paid representative.

Scope note

This guide covers immediate first steps only. Later decisions may require help from a regulated financial adviser, debt adviser, solicitor or another appropriate specialist.

Important note

This is general information, not legal or financial advice. The correct process can depend on whether the payments were unauthorised, scam-induced, card purchases, bank transfers or another type of transaction.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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