Frequently asked
Questions we hear before the first call.
If your question is not below, ask it during the intake interview. We would rather you arrive with twenty questions than none.
Is the first consultation actually free?
Yes. The first 30-minute intake interview is non-billable. We use it to decide whether your case has a credible recovery route. If we conclude it does not, we tell you so and you owe nothing. We do not collect a "retainer to assess" before we know whether the case is viable.
Are you a law firm?
No, and we are careful not to act as one. Vista Reclaim Advisors is an independent consultancy. We prepare the evidence file and the formal submission. We can point you to a solicitor where one is genuinely needed — but most of our cases never require legal representation, and when they don't we say so.
How does your fee model work?
After we accept a case we charge a fixed intake fee, set during the engagement letter and disclosed in writing before any signature. There is also a small success component on funds actually recovered. The full numbers are agreed before work begins and never change mid-case.
Why not work purely on commission?
Because pure-commission models incentivise volume over honesty. The firms that take "no recovery, no fee" cases tend to accept everything and pursue weak cases that hurt the client. Our model lets us decline cases with a clear conscience.
Do you guarantee outcomes?
No firm in this space can honestly guarantee outcomes — and any that does is selling something other than recovery work. We can guarantee an honest assessment, a properly built case file, and disciplined follow-up. Anything beyond that is in the hands of the issuer, bank or regulator.
I'm based outside the UK — can you still help?
For most EU jurisdictions, yes — particularly where the receiving bank or platform is UK or EU-based. For cases sitting entirely outside the UK and EU we usually refer to a partner firm in the relevant jurisdiction rather than work the case ourselves.
How long does a typical case take?
It depends on the rail. Card chargebacks: 45 to 120 days. APP-fraud bank claims: 90 to 180 days. SWIFT recall requests: variable, sometimes within 30 days if filed early. Crypto disclosure cases: highly variable. We give you a realistic estimate during the intake call.
What documents do I need before the intake call?
Bank statements covering the period of loss, card statements where card transactions are involved, any portal or exchange exports, and the timeline of communication with the counter-party. If you do not have all of this yet, we still take the call — bring what you have.
Will my information be kept confidential?
Yes. The intake portal is end-to-end encrypted, documents you upload are stored within a UK-hosted environment, and case material is shared only with the consultant working your file. The detailed retention and access rules are in our privacy policy.
What if I've already been "helped" by another recovery firm and lost more money?
We hear this regularly and it does not preclude us from taking the case. Second-victimisation by recovery scammers is a recognised pattern. We will assess what is left to work with and whether a credible route remains.
Do you work with vulnerable adults or older relatives?
Yes — through a family liaison or appointed attorney, whichever the family prefers. We have a separate intake script for these cases and we never insist that the affected person attend the call in person.
Can you help me sue the broker?
Only in the sense that we can prepare the evidence file a solicitor would need to take that step. We do not litigate, and we will tell you honestly when litigation is and isn't a sensible use of your money.
Still uncertain?