APP scam reimbursement claim

Before you send it

• Report the scam to your bank as soon as you realise — by phone first, then in writing. Many banks let you raise a claim in-app.
• Also report it via Report Fraud at reportfraud.police.uk (England, Wales and NI) or Police Scotland on 101. You should be given a crime reference number.
• The sending firm has up to five business days to reimburse (extendable to 35 business days for further investigation). Reimbursement is split 50/50 between the sending and receiving firm.
• Vulnerable customers cannot be subject to the consumer-standard-of-caution exception. Where you are vulnerable, say so clearly in the claim.
• If your claim is rejected or only partially paid, you can take it to the Financial Ombudsman Service after eight weeks.

The template

Square brackets mark fields to replace with your own details.

[Your name]
[Your address]
[Postcode]
[Date]

[Your bank — fraud team]
[Address]

By email: [fraud claims email] | Phone: [logged on date/time]

Authorised Push Payment (APP) scam — reimbursement claim under PSR rules

Dear Sir/Madam,

Account holder: [your full name]
Sort code / account number: [sort code] / [account number]
Payment(s) in dispute:
  - [Date] — [amount] — Faster Payment / CHAPS — to [beneficiary name] at
    [beneficiary bank]
  - [Add further lines as needed]

I am making a claim for reimbursement of the above payment(s) under the
Payment Systems Regulator's mandatory APP scam reimbursement rules, which
apply to Faster Payments and CHAPS payments made on or after 7 October 2024.

What happened (factual narrative):
[Describe in detail: how you were contacted, what you were told, why you believed
the request was legitimate, dates and times, any phone numbers or websites used
by the scammer, any third-party impersonation involved. Attach copies of any
messages, emails or screenshots.]

I have reported this matter to Report Fraud / Police Scotland on [date]; the
crime reference number is [reference].

I confirm that:
 - I did not knowingly transfer money to a fraudster.
 - I cooperated with you and the receiving firm in providing information.
 - [If applicable] I am a vulnerable customer because [briefly explain — health,
   age, recent bereavement, language, technology unfamiliarity, etc.] and so the
   consumer-standard-of-caution exception does not apply.

Please confirm receipt within one business day and provide a substantive
decision within five business days of receipt (or up to 35 business days if a
further investigation is required). If the decision is to reject the claim,
please issue a final response so I may refer the matter to the Financial
Ombudsman Service.

Yours faithfully,

[Your signature]
[Your printed name]