# ONLINE FRAUD COMPLAINT LETTER
Date: 18 July 2031
Parties: Maya Singh and Westmere Bank plc
## 1. Purpose and parties
Maya Singh reports an authorised push payment fraud to Westmere Bank. On 15 July she believed she was paying £4,800 to a genuine conveyancing firm after receiving a spoofed email, but the payment went to an account controlled by a fraudster. She contacted the bank within an hour and asked it to recall the funds.
## 2. Facts, scope and terms
Maya provides the payment reference, recipient account, email headers, spoofed invoice, genuine solicitor confirmation and chronology. She states that she followed the bank's app prompts, did not authorise payment to the fraudster knowingly and has not deleted messages. She asks Westmere to investigate under the applicable payment-services and reimbursement rules.
## 3. Process and responsibilities
The bank should attempt recovery with the receiving bank, review any warning displayed, assess whether reimbursement is required and explain any gross-negligence finding with evidence. Maya asks for provisional credit if available, a written decision, correction of any fraud marker and secure handling of her identity and financial data.
## 4. Evidence, records and safeguards
Maya has reported the incident to Action Fraud and will provide the crime reference when issued. If any part was paid by card, she will ask the card provider about chargeback and, where relevant, section 75 Consumer Credit Act liability. These are separate routes and do not guarantee recovery.
## 5. Review, escalation and outcome
If Westmere rejects reimbursement or does not respond within the applicable period, Maya may complain internally and refer an eligible complaint to the Financial Ombudsman Service within its time limit. She may also notify the genuine conveyancer, police or platform. FOS acceptance, reimbursement and criminal investigation are not promised.
## 6. Reservations and practical protections
Maya will not contact or threaten the fraudster, publish the recipient's personal data or fabricate evidence. She will change credentials, follow the bank's account-security advice and monitor for identity misuse. The complaint does not admit gross negligence or waive court, payment-services or data-protection rights.
## 7. England and Wales law and completion
England and Wales law applies. Maya signs on 18 July 2031 and submits the complaint through Westmere's secure fraud portal, with post to its complaints office as a separate permitted method. She keeps upload confirmation, requests a case number and asks for an accessible response.