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[Your address]

Dear Sir/Madam

Reference: [Insert account number and any previous complaint reference numbers if applicable.]

On [enter date] I contacted you after being targeted by fraudsters who stole [enter amount] from my account.

[Explain here what happened - include if you can:

  • Date
  • Time
  • Chronological order of what happened, eg you got a text from your bank warning you about an unknown transaction
  • The exact wording of any texts sent to you
  • The bank account number your money was sent to
  • When you contacted your bank and what you were told]

I did not authorise these transactions as I did not know I was talking to a fraudster. The money was taken without my knowledge or consent.

I therefore expect you to deal with my complaint according to the Financial Conduct Authority's rules on unauthorised transactions, which state that unless you can prove I acted with gross negligence, you should reimburse me for this unauthorised transfer.

The Financial Ombudsman Service says: ‘the increasing sophistication of scams means that the bar for gross negligence is high – it’s more than just a test of whether someone was careless.’

In the last quarter of 2018, the majority of its rulings have been in favour of scam victims, including in cases similar to mine, as banks couldn’t prove the customer was grossly negligent.

In light of this, I urge you to reimburse me for my losses of [amount you lost here] and provide your confirmation that this has been done.

If you do not uphold my complaint, I request you send me your final response so I can refer the matter to the Financial Ombudsman Service.

Yours sincerely,

[Your name]

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