To preserve evidence after a scam, save everything before you block or delete anything: take screenshots of messages, profiles, websites and payment confirmations, download your bank statements, and write a timeline of what happened while you still remember it. Keep copies in more than one safe place. Good records make it easier for your bank, the police and the Financial Ombudsman to understand your case.
Scammers often delete their accounts, messages and websites quickly once they have the money. The sooner you capture things, the better.
What evidence should I keep?
Try to keep as much of the following as you can. Something that seems small can turn out to matter.
Messages and contact details
- texts, WhatsApp, Telegram or social media messages
- emails, including the sender's full email address
- phone numbers that called or messaged you, with dates and times
- usernames, profile names and profile links
Payments
- bank statements showing each payment
- payment confirmations and receipts
- the name, sort code and account number you paid
- card details used (the last four digits are enough)
- for crypto: wallet addresses, transaction IDs (often called hashes) and exchange account records
Websites and documents
- screenshots of websites, adverts and "dashboards" showing fake balances
- contracts, invoices, certificates or ID documents the scammer sent you
- the full web address (URL) of each website
How do I take good screenshots?
- Make sure the date, time and sender are visible in each screenshot.
- Capture the whole conversation, not just the worst messages. Scroll and take several screenshots if needed.
- For profiles and websites, include the web address bar.
- Do not edit, crop or mark up the originals. If you want to highlight something, make a copy and edit that.
- Use your messaging app's export or "save chat" option if it has one.
How do I write a timeline?
A timeline is a simple list of what happened, in order. Write it as soon as you can. Include:
- when and how you first came into contact
- what the scammer told you or promised
- each payment, with date and amount
- when you realised it was a scam
- who you have told so far (bank, police, others), with dates and reference numbers
Keep it factual. You can add how you felt at the time, especially if you were under pressure or going through a hard time. This can be relevant if your bank is deciding whether you were vulnerable.
Where should I store my evidence?
- Save copies in two places, for example on your computer and on a USB stick or trusted cloud storage.
- If your phone or email may have been hacked, save copies to a device you know is safe.
- Keep a folder, paper or digital, for letters and emails from your bank, Report Fraud and anyone else involved.
- Keep a simple call log: date, who you spoke to, what was said and any reference number.
Should I keep talking to the scammer to get more evidence?
No. Stop contact. Carrying on can put you at risk of losing more money or being pressured. Leave investigation to the police. You can block the scammer after you have saved the messages.
Who will ask to see my evidence?
- Your bank, when you make a refund claim. Under the APP reimbursement rules, you are expected to respond to reasonable requests for information from your bank.
- Report Fraud or Police Scotland, when you report the crime.
- The Financial Ombudsman, if you complain. The Ombudsman will ask to see your bank's final response letter, so keep it.
Only send evidence through official channels. Check any request is genuine before you reply, and never send passwords, PINs, one-time codes or crypto seed phrases. No genuine organisation needs these.
You can also forward scam texts to 7726 and scam emails to report@phishing.gov.uk, but keep your own copy first. See reporting fraud in the UK.
If you are not sure what to keep or how to put it together, you can ask us for free help.
Frequently asked questions
I already deleted some messages. Is my case ruined?
No. Save what you still have. Your bank statements will still show the payments, and the other person may still have copies of messages on their side. Explain what was deleted and why.
Should I send my evidence to a recovery company?
Be very careful. Many "recovery" firms are scams themselves. Share evidence only with your bank, the police, the Ombudsman or a trusted adviser. Read our guide to fund recovery scams.
How long should I keep evidence?
Keep it until your case is fully closed, including any complaint. The Financial Ombudsman can often look at complaints made within 6 years of the problem, so keeping records for that long is sensible.