How to prove where your money went for a bank or Financial Ombudsman complaint

Why the money trail matters

Banks look at how each payment was made, where it went, and what warning signs were visible at the time. Where money first went to an account in your own name, such as a crypto exchange or e-money account, the bank may argue the loss happened later and elsewhere. A documented trail showing the funds moved on to the fraudsters within hours or days helps explain that the payments were part of one scam.

The Ombudsman considers what is fair and reasonable in the circumstances. A clear timeline makes it easier for an investigator there to understand your case without having to piece it together from screenshots.

Step 1: List every payment from your bank

• Download statements covering the whole period, from the first payment to the last.
• For each payment, note the date, amount, payment type (Faster Payment, CHAPS, card, international transfer) and the payee name and account shown.
• Mark which payments went to the fraudster directly and which went to an account in your name, such as an exchange.
• Include any small 'test' or 'fee' payments: they often show the pattern of the scam.

Step 2: Follow the money through the exchange or app

• Export your full transaction history from the exchange or app, including deposits, purchases and withdrawals.
• Match each bank deposit to the purchase and the withdrawal that followed it.
• Record the withdrawal address and the transaction ID (hash) for every transfer out.
• Keep the exchange's emails confirming withdrawals, and any account notices or freezes.

Step 3: Show where the funds went onchain

Once money leaves an exchange as digital assets, each transfer is recorded publicly. An investigator can follow those transfers hop by hop and show whether they reached a scam-controlled wallet, another exchange, or a service that held them. This is the part most victims cannot do alone, and it is often what links the bank payments to the fraud.

A good trace states what is established, what is likely and what is unknown, and gives transaction IDs so the bank, the Ombudsman or a solicitor can check every step themselves.

Step 4: Gather the scam context

• Messages, emails and call logs with the people involved, with dates visible.
• The website or app address, screenshots of the fake dashboard or balance, and any 'withdrawal fee' or 'tax' demands.
• Your Action Fraud crime reference number and any police correspondence.
• Notes of what your bank said or asked at the time of each payment, including any warnings or calls.

Step 5: Put it into one clear complaint

• Write a one-page summary: what happened, when, how much, and what you are asking the bank to do.
• Attach a payment-by-payment table and the trace report as appendices.
• Complain to your bank in writing first and ask for its final response in writing.
• If you disagree with the final response, or the bank has not replied within the required time, you can refer the complaint to the Financial Ombudsman Service. Check its website for the current time limits.

Common gaps that weaken a complaint

• Missing exchange history, so the link between bank payments and the scam is unclear.
• Screenshots without dates or transaction IDs.
• A timeline that mixes up the order of payments, or leaves out smaller ones.
• No written record of what was reported to the bank and when.