Authoritative UK websites and guides we reference
These are the official UK resources we reference when building your BankBack letter. Useful if you want to dig deeper into your bank's obligations, fraud claims, APP fraud protection, and how to escalate to the Financial Ombudsman.
Governs banks and payment service providers. Sets rules on fraud protection, dispute handling, and your right to refunds for unauthorised transactions.
Legislation.gov.uk - PSR 2017 - UK Parliament
Protects you against unfair bank charges, unfair contract terms, and poor service from financial institutions.
Legislation.gov.uk - Consumer Rights Act 2015 - UK Parliament
Financial Conduct Authority rules on how banks must treat customers fairly, especially regarding fraud and dispute resolution.
Banks must check that account details match the account holder's name before sending money. This protects you against fraud.
psprb.org - Payment Systems Regulator
Sets standards for how banks handle fraud claims when you've been tricked into sending money. Your bank should reimburse if you weren't negligent.
psprb.org - Payment Systems Regulator
UK's national fraud reporting centre. Report APP fraud here and get a crime reference for your bank claim.
actionfraud.police.uk - Action Fraud
Independent service for resolving complaints about banks. If your bank refuses your claim, you can escalate to the FOS for free.
The regulator of banks. If your bank breaks FCA rules, you can complain to the FCA who can take enforcement action.
If your claim is under GBP3,000, you can take your bank to small claims court. Many banks settle before trial to avoid court costs.
gov.uk/county-courts - Courts Service
Free guidance on bank fraud, APP scams, and how to escalate complaints to the Financial Ombudsman.
citizensadvice.org.uk - Citizens Advice
Independent consumer advice on fighting bank fraud and APP scams, with case studies of successful claims.
which.co.uk - Which?
Practical guidance on recovering from bank fraud, understanding your rights, and pressuring banks to pay compensation.
moneysavingexpert.com - MoneySavingExpert
Yes. Under the CRM Code, banks must reimburse you for APP fraud if you were not negligent. You don't have to be careless for the bank to refuse - but you must prove the bank failed their duty.
CoP is a free fraud check. When you enter an account number and sort code, the bank checks it matches the account holder's name. If it doesn't match, the bank should warn you - not blocking it automatically.
Banks must acknowledge your claim within 5 working days and update you every 10 days. They should decide within 35 days. If it's a complex case, they have up to 70 days.
Ask them to put the refusal in writing with reasons. Then escalate to the Financial Ombudsman. The FOS is free and independent - they can order your bank to pay up.
No - if you made the error and the money went to a different account, the bank isn't liable. However, the bank should have been checking with Confirmation of Payee.