What is an APP scam?
An authorised push payment scam occurs when a person is deceived into instructing a transfer to an account controlled by a fraudster. The payment is technically authorised by the customer, but the instruction is induced by fraud.
Why the payment method matters
Rules for Faster Payments are not necessarily the same as the protections applying to card payments, international transfers, cryptocurrency purchases or payments involving providers outside the relevant UK system. Identify every stage of the payment rather than describing all losses simply as a bank transfer.
Information to give the bank
- The complete payment reference, date, amount and receiving details.
- How the fraudster contacted and deceived you.
- The representation that caused each transfer.
- When you discovered the fraud and first notified the bank.
- Any vulnerability or circumstances relevant to the interaction.
- Copies of the bank’s decisions and complaint reference.
Do not assume that every case is automatically reimbursed
The Payment Systems Regulator’s reimbursement requirements include scope rules, time limits and possible exceptions. They should be checked against the version in force when the payment occurred. Read the Payment Systems Regulator’s current APP scam information before relying on a summary.
If the bank refuses
Request a written decision and the reasons, preserve the complaint file and check the escalation route identified by the provider. Whether a complaint, ombudsman referral or legal claim is appropriate depends on the payment and facts.
This page is general information only. Reimbursement rules can change and individual outcomes cannot be guaranteed.