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• Financial disputes14
• Online fraud18
• Chargebacks11
• Bank transfers9
• Evidence16
• Case preparation12
• Security8
• Consumer protection10

1. 01

   What to gather before a review

   Before you start a review, gather anything that documents what happened: bank or card statements covering the relevant dates, records or screenshots of the transaction itself, messages or emails with the other party, and copies of any contracts, terms or platform pages you were shown. A rough timeline of dates, even if incomplete, is useful too. You do not need everything ready before you begin — a specialist will confirm exactly what applies to your case once it is open, and your portal’s Evidence Vault lists precisely what is still needed. Photographs or scans are fine as long as text is legible, and screenshots are most useful when they show the full page rather than a cropped detail. Keep your original files as well as any copies you send. Once your case is open, your representative will tell you exactly how to provide each item securely — never to any other address.

2. 02

   How disputes and chargebacks generally work

   A transaction dispute is a formal challenge to a payment you did not authorise, or one taken on a false promise. Where a card was used, scheme rules can allow a chargeback: the card issuer reverses the payment if the claim is raised within the scheme’s time limit and supported by evidence such as your statement and correspondence with the merchant. Bank transfers follow a different route — a recall request made through your own bank, and, where the receiving bank still holds the funds, direct contact with them. Both routes are time-sensitive, so acting promptly and keeping records matters as much as any single piece of evidence. Neither route is automatic: the institutions involved review each claim on its own facts, and outcomes vary by case, payment method and how much of the money remains traceable. A specialist maps out which route applies to your situation and prepares the documentation it requires.

3. 03

   Recognising fraud patterns

   Fraudulent investment and broker platforms tend to share a small number of patterns. Early returns often look unusually smooth regardless of market conditions, and small withdrawals are approved quickly to build confidence before larger ones are requested. Pressure to invest more, urgency around a “limited-time” opportunity, and vague or delayed answers about fees and withdrawal terms are common too. A frequent turning point is a change in how you are asked to pay — for example, being moved from a card or regulated payment method to a bank transfer or cryptocurrency wallet. A dedicated “account manager” who is always available, uses scripted reassurance and discourages independent research is another signal worth noticing. If a platform stops responding once a withdrawal is requested, or balances change without explanation, treat that as a serious warning sign rather than a technical fault. No single sign proves fraud, but several together are worth acting on quickly.

4. 04

   Keeping your accounts safe afterwards

   Once a dispute is underway, the accounts involved can attract further attempts at contact or access. Change the password on any account or email address the other party may have seen, using a genuinely different password rather than a variation of the old one, and turn on two-factor authentication wherever it is offered. Be cautious of anyone offering to “recover” funds for an upfront fee — a separate scam that targets people who have already lost money, and one that never needs payment in cryptocurrency or gift cards. Review the devices and sessions signed in to your accounts and sign out of anything you do not recognise. Keep correspondence about your case in writing rather than on channels the other party introduced. In the client portal itself, your account is activated with a one-time access code rather than a password you choose upfront, and you can review your security settings at any time.

5. 05

   What happens at each of the five stages

   Every case moves through the same five stages, though the time spent in each varies. Case opened: your request is confirmed, your secure portal is created and a specialist is assigned. Under review: the specialist reads what you have shared and tells you what is still missing. Evidence review: statements, receipts and correspondence are organised and checked in your Evidence Vault. Specialist analysis: with a complete file, the specialist analyses the transactions and the routes available, and explains the realistic options in plain language. Resolution: the documented claim is taken forward through the appropriate channel, every response is recorded in your portal, and you receive a closing summary once it concludes. You can see which stage your own case is at from your dashboard at any time. For a fuller walk-through of each stage, see How it works.

6. 06

   How the portal and access codes work

   When your case is opened, we create a secure client portal for you rather than relying on email alone. You activate your own account with a one-time access code we send you, instead of choosing a password upfront: enter it on the access code page and you will be asked to set your own password and, if you choose to, further security options. Once inside, you can see your case status and stage, upload or download documents, and message your representative directly. Everything you send through the portal is recorded against your case, so nothing depends on a single email reaching the right inbox. If you lose your code or have not received one, contact us and we will confirm your identity before issuing a new one. Afterwards, sign in any time from Client login.