Empathy First: Treating victims of fraud with care and respect.
Incidents of fraud have unfortunately become all too common in a world that is increasingly digitally driven. Now with more sophisticated technology, anyone can fall victim to a scam. The impact can be devastating, both financially and emotionally.
When individuals fall victim to fraud, they deserve to be treated as victims and not as culprits. At Refundee, we see first hand the distress that victims and their families go through especially when they contact their bank for help. All too often, we see people getting in touch with us after they have had a bad experience reporting to the bank and requesting support.It is common for our clients to leave conversations with their banks feeling dismissed, and we are working hard to change the narrative from blame to empathy.
We recognise the emotional toll that losing money to fraud takes on not only the victim but on those closest to them. Often, victims find themselves dealing with many conflicting emotions, from shock and anger to disbelief. It is at this point that the bank should have experts ready to help deal with these emotions and signpost to relevant organisations to get support with managing this. Organisations like the samaritans and victim support are great resources to be aware of, to talk to.
Something we see too commonly when our clients get in touch with us is how poorly the bank has treated them when they report the fraud. It is disheartening to hear how many institutions point fingers and assign blame to the victims, and disregard their claims almost immediately. This tendency to blame victims without a proper investigation can leave people feeling ashamed and embarrassed and may even result in hesitation seeking help. In 2021, reports showed that in 8 out of 10 cases, people were wrongly denied a refund from the bank. At Refundee, we are committed to changing this damaging perspective and are encouraging and empowering victims to talk about their situations and are aiming to provide education and support.
Refundee are aiming to change the narrative around fraud. Instead of blaming victims, we are advocating for empathy as the first response. Banks and financial institutions have specialist trained teams who deal with fraud and should understand that fraud can happen to anyone, regardless of their caution or due diligence. It is essential to give victims the care and respect they deserve as well as looking into claims thoroughly.
Dismissing
Often, it seems that bank processes are set up to protect the bank, rather than reimbursing victims. For example, we frequently see banks carrying out little to no investigation and incorrectly dismissing customer claims as ‘civil matters’ or ‘goods and services disputes’ which would leave them with no protection when money is sent via bank transfer. This can leave customers feeling like they have no options and they may not realise that they often should have been reimbursed.. Refundee wants to see banks treat their customers better up front when they have valid claims, rather than misinforming them or pushing them through a lengthy process at the Financial Ombudsman Service.
Legalistic language used by the bank
At Refundee, we have witnessed some banks drafting long letters filled with legalistic language in response to customers' concerns about the fraud they experienced. This makes victims feel like they are immediately backed into a corner and being blamed for expressing dissatisfaction with the level of protection they received when they were scammed. This can also discourage people from pursuing the matter further, as they feel overwhelmed by the bank's legal team. Refundee can provide assistance; we understand the bank's obligations and whether they should have taken more preventive measures against the scam in the first place.
Can you help?
Changing this narrative around the treatment of fraud victims is a collective effort. If you have been a victim of fraud you can help by:
Sharing your story: How did your bank treat you? Help others feel less alone
Help advocate for change - share your feedback with your bank about your experience with them
Challenge your bank's decision if you believe they've unfairly denied you reimbursement or haven't listened to you. You can do this yourself by contacting the Financial Ombudsman Service for free, or you can use Refundee.
