Authorised Push Payment (APP) Fraud

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Reimbursement Rules for Authorised Push Payment (APP) Fraud Your rights to reimbursement Claims Process and Limits Special Considerations for Vulnerable Individuals Exclusions Making a claim What you can expect from us when making a claim Protecting yourself from fraud
Reimbursement Rules for Authorised Push Payment (APP) Fraud

From 7th October, new regulations strengthen protection for customers who suffer financial losses due to Authorised Push Payment (APP) Fraud. APP Fraud occurs when a criminal deceives a person into authorising a payment by creating a convincing but false reason for the transaction.

Your rights to reimbursement

If you make a payment on or after 7th October 2024 using the Faster Payment Scheme (FPS) or a Clearing House Automated Payment Scheme (CHAPS) payment, within the UK, you may be eligible for a refund in the event of an APP scam.

Claims Process and Limits

You must submit your reimbursement claim within 13 months of the final fraudulent payment made. There may be an excess of up to £100 applied to your claim. The maximum reimbursement claim limit is £85,000.

Special Considerations for Vulnerable Individuals

If you are considered vulnerable and this affects your ability to protect yourself, the excess may not apply. Assessment of vulnerability will also consider the financial impact of applying the excess. All claims will be assessed based on your individual circumstances.

Exclusions

Claims will not be reimbursed if they involve:

  • Fraud by the claimant
  • Gross negligence by the claimant
  • Payments made before 7th October 2024 or more than 13 months after the final payment
  • Transactions outside the UK
  • Payments via cheques or cash or electronic payments made outside of FPS or CHAPS Payments to an account you control
  • Civil disputes
  • Payments through credit unions, municipal banks or national savings banks

What do we need from you:

  • Exercise caution when making payments and pay attention to any interventions by us or a competent national authority such as the Police
  • Report suspected scams to us immediately - we’re here to help
  • Provide any information we request to aid our investigation
  • Cooperate with the Police, either directly or through us, if necessary
Making a claim

If you believe you’ve fallen victim to an APP scam and sent money, contact us immediately. The fastest way to alert us and take action is to call us on 03456 460 460.

What you can expect from us when making a claim

We will assess your claim and, if valid, reimburse you within five working days. In some cases, this may take up to 35 working days, depending on the complexity of the claim. While investigating your claim, we may need to share your name and account details with the Payment Service Provider which received the fraudulent payment.

If you are unhappy with the outcome of your claim, you can complain through our existing complaints process, and this does not affect your right to contact the Financial Ombudsman Service.

Protecting yourself from fraud

Action Fraud can provide independent advice - you can call 0300 123 20240 or visit their website www.actionfraud.police.uk

For advice on how to protect yourself from fraud, visit www.takefive-stopfraud.org.uk or https://stopthinkfraud.campaign.gov.uk