The first hour matters — do this now
An authorised push payment (APP) scam is where you were tricked into authorising a bank transfer yourself — a fake “safe account” call from your “bank”, a purchase that never arrived, a fake invoice, a romance or investment con. Because you pressed send, it used to be treated as your mistake. Not any more — but speed still protects you.
- Call your bank’s fraud line immediately. Fast contact sometimes lets them recall the money before it moves on. Ask them to raise an APP scam reimbursement claim.
- Report to Action Fraud on 0300 123 2040 (or call 101 in Scotland, where Police Scotland handles fraud). Keep the crime reference number.
- Save your evidence: screenshots, texts, emails, the website, the account number you paid, bank statements, and a short timeline of what happened.
The big change since October 2024
The Payment Systems Regulator now requires banks and payment firms to reimburse most APP scam victims for transfers sent over Faster Payments or CHAPS. You no longer have to argue that the bank was at fault — reimbursement is the default, and the bank has to prove a reason not to pay.
What the scheme pays — and how fast
These are the rules in force under the PSR mandatory reimbursement requirement:
| What | The rule |
|---|
| How much | Up to £85,000 per claim |
| How fast | Usually within 5 business days — the bank can pause up to 35 business days to investigate |
| Who pays | Cost split 50/50 between your bank (sending) and the fraudster’s bank (receiving) |
| What’s covered | Bank transfers you authorised over Faster Payments or CHAPS, on or after 7 Oct 2024 |
| Time limit | Report within 13 months of the last payment you authorised |
| Possible excess | Your bank may apply an optional excess of up to £100 per claim — but never to a vulnerable customer |
The regulator says the scheme means the large majority of Faster Payments scam claims are reimbursed in full. Some firms waive the excess entirely. If you lost more than £85,000, you can still pursue the rest — see the escalation route below.
Bank transfer vs card payment
This scheme is for money you sent by
bank transfer. If you paid a scammer by
debit or credit card, the money-back route is different —
chargeback, or
Section 75 for credit-card purchases over £100 (see our
Section 75 & chargeback guide). And if a payment left your account that you did
not authorise at all, that is an even stronger right under the Payment Services Regulations — your bank must normally refund unauthorised transactions straight away.
When a bank says no — and how to fight it
A bank can only decline or reduce your claim in limited situations. The main one is the consumer standard of caution: the bank must prove you acted with gross negligence — a significant degree of carelessness, a higher bar than ordinary negligence, and the burden of proof is on the bank, not you. Crucially:
- The gross-negligence exception does not apply to vulnerable customers — at all. If you were vulnerable at the time (through health, a life event, low resilience or capability), the bank must reimburse.
- The excess cannot be charged to vulnerable customers either.
- Ignoring a clear, specific scam warning from the bank, or failing to report promptly, can affect a claim — but the bank still has to show that, not just assert it.
- Get the refusal in writing with the reason. If it relies on “gross negligence”, ask exactly what they say you did and why it meets that high bar.
- Complain formally to the bank — our complaints guide walks the ladder. Push back on a weak refusal.
- Escalate free to the Financial Ombudsman Service within 6 months of the bank’s final response. The Ombudsman is free, independent and binding on the firm, and its award limit is far above £85,000 — useful for larger losses.
Never pay a “fund recovery” firm
Reporting a scam and claiming reimbursement is
free — a phone call to your bank, Action Fraud, and the Ombudsman. Any company that contacts you offering to “recover your lost money” for a fee is almost always a
second scam targeting people who’ve already been hit. Genuine help never asks for an upfront payment, your card details or remote access. Check anything suspicious with our
scam checker.
Do this now
Lost money to a transfer scam? Phone your bank’s fraud line first — minutes can matter for recalling funds — then report to Action Fraud on 0300 123 2040 (101 in Scotland) and keep the reference.
Already been refused? Don’t accept it. Put your complaint in writing, then take it free to the Financial Ombudsman Service within 6 months. If you’re feeling overwhelmed, free help is at Citizens Advice 0808 223 1133.
UK-wide — with one note
The PSR reimbursement scheme covers payments made through UK Faster Payments and CHAPS, so it applies across the UK. Report fraud to Action Fraud (0300 123 2040) in England, Wales and Northern Ireland, or call 101 in Scotland, where Police Scotland is the route.