APP fraud reimbursement: getting your money back
In short. Since 7 October 2024, banks and payment firms must reimburse most victims of authorised push payment (APP) scams made by bank transfer (Faster Payments), usually within five business days, up to a maximum of £85,000 per claim. The cost is shared 50/50 between the sending and receiving firms. Report it to your bank immediately.
Authorised push payment (APP) fraud is when a scammer tricks you into authorising a payment from your own account — for example a fake bank-safe-account call, a bogus invoice, or a romance or investment scam. New Payment Systems Regulator (PSR) rules introduced mandatory reimbursement for most APP scam victims from 7 October 2024.
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What the reimbursement rules cover
- Scams where you were deceived into sending money by Faster Payments (standard UK bank transfer) to another UK account
- Reimbursement is usually required within five business days of you reporting it
- The maximum reimbursement is £85,000 per claim
- Cost is split 50/50 between the sending bank and the receiving bank
- Firms can apply an optional excess of up to £100 — but not to vulnerable customers
When you might not be reimbursed
Reimbursement can be reduced or refused if you acted with gross negligence (the 'consumer standard of caution') — for example ignoring a specific, targeted scam warning from your bank, or not reporting the fraud promptly. This high bar does not apply to customers who are vulnerable.
The rules cover authorised payments you were tricked into making. Unauthorised transactions (where someone takes money without your authority) are covered by separate, long-standing protections and should be refunded under the Payment Services Regulations.
Payments to your own accounts, disputes that are really civil matters, and some international or non-Faster-Payments transfers may fall outside the mandatory scheme.
How to claim
- Contact your bank immediately — speed matters for both freezing funds and your claim
- Report the fraud to Action Fraud (England, Wales, NI) on 0300 123 2040, or Police Scotland on 101
- Give your bank full details of what happened and keep a record of your report
- If your claim is rejected or you are unhappy with the outcome, escalate to the Financial Ombudsman Service for free
FAQ
How much can I get back?
Up to £85,000 per claim under the mandatory scheme. Some firms voluntarily reimburse more, but £85,000 is the regulatory maximum. Firms may apply an excess of up to £100 except for vulnerable customers.
How quickly should I be reimbursed?
Usually within five business days of reporting, though a firm can pause ('stop the clock') to investigate where it needs more information, for up to a set period.
What if my bank refuses to pay?
Ask for the decision in writing, then complain to the Financial Ombudsman Service, which can review APP scam reimbursement decisions for free.
Does this cover card payments?
No. The APP reimbursement rules cover bank transfers. Card payments are protected separately — for example chargeback or Section 75 for credit cards.