Our approach to reimbursing Authorised Push Payment (APP) fraud

APP fraud happens when someone's tricked by a criminal into sending money. The money is sent to an account the criminal controls and which the customer doesn't.

How we reimburse customers who make APP fraud claims depends on the date of the transaction.

Transactions made from 7 October 2024 onwards

These transactions are assessed under mandatory reimbursement regulations. These rules are set by the Payment Systems Regulator (PSR).

We'll refund eligible claims up to a maximum of £85,000 where the transactions are:

Faster Payments or CHAPS payments made in the UK

from a personal bank account, micro-enterprise or some charities.

A claim must be raised within 13 months of the final payment made to a fraudster as part of the same scam.

We won't assess your claim under these rules where the payments:

are made by cheque, cash, card or made outside the UK
are to your own account held at another bank
were for unlawful purposes, for example if you were purchasing something illegal
are part of a civil dispute.

If your claim is successful, we'll put your money back into your account within 5 working days. In some cases, it may take up to 35 working days to receive a decision. This might happen if we need to ask for more information.

Claim Excess

If we reimburse you, we might not pay the first £100 of each claim. For example, if you raise a claim for £1,000 then we might reimburse £900. We'll assess this on a case-by-case basis.

The Consumer Standard of Caution

Under these rules customers must take steps to protect themselves when they make payments.

You should:

pay attention to warnings provided when you make a payment
report a scam to us as soon as possible
give information to help with your claim if we ask for it
report the scam to the police or allow us to report on your behalf.

There's more information available about these rules on the PSR website.

Transactions made from 28 May 2019 to 6 October 2024

These transactions are assessed under a voluntary code we signed up to. This is called the Contingent Reimbursement Model Code (CRM Code).

Under this code, we'll reimburse customers in certain circumstances.

The code applies to:

individuals' personal accounts

micro-enterprises

charities with an annual income of less than £1million

payments made within the UK. It won't cover you if you send payments overseas.

There's more information available in this Lending Standards Board guide.

Our approach to reimbursing Authorised Push Payment (APP) fraud

Payments outside of the CRM Code and PSR rules