Our approach to reimbursing Authorised Push Payment (APP) fraud

How we manage scam claims

Our approach to reimbursing Authorised Push Payment (APP) fraud

Authorised Push Payment (APP) fraud happens when someone's tricked by a criminal into sending money. The money is sent to an account the criminal controls, as opposed to the customer.

How we reimburse customers who make APP fraud claims depends on when the fraud happened.

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 if the transactions are:

Faster Payments or CHAPS made in the UK
from a personal bank account, micro-enterprise or some charities.
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 if the payments:

are made by cheque, cash, card or outside the UK.
are to your own account held at another bank.
were for unlawful purposes, for example, if you were buying 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 may happen if we need to ask you for more information.

Claim Excess

We'll apply a £100 excess from the total refund. This is a fixed amount for each claim you make.

For example, if your claim is for £1,000, your refund will be £900.

The £100 excess will also apply to all claims under £100. This means you won't be refunded if the fraud was for less than £100.

If something prevents you from being able to protect yourself while making a payment, we won't apply the excess.

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
provide 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 the CRM Code, we’ll reimburse customers in certain circumstances.

The CRM 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

Our approach to reimbursing Authorised Push Payment (APP) fraud

Payments outside of the CRM Code and PSR rules