Get Refunded for Authorised Push Payment Scam Fraud

Your complete guide to claiming reimbursement for APP scams under PSR 2017. Mandatory bank liability, 5-day refund timeline, £85,000 protection cap, and how to claim your money back.

Quick Answer

If you were scammed into making a payment (APP fraud), your bank must reimburse you within 5 days under Payment Services Regulations 2017 (PSR 2017). Reimbursement is mandatory up to £85,000. The only exception is gross negligence by you (falling for obvious scams despite clear warnings). Report fraud to your bank immediately, provide all evidence, and escalate to the Financial Ombudsman Service if your bank refuses.

How to Claim APP Scam Refund

1

Report Fraud to Your Bank Immediately

Call your bank as soon as you realise you've been scammed. Provide all details: date, amount, recipient account, name used, how the scam happened. Banks must investigate within 15 working days. Verbal report must be followed by written confirmation (email, letter, online form).

2

Gather Evidence

Collect: emails, messages, screenshots of the fraud, payslips or documents you were tricked with, bank statements, any calls with the scammer, proof of how the scammer contacted you. Document everything. Most banks will ask for this as part of their investigation.

3

Claim Under PSR 2017 Reimbursement Rights

Send a formal letter to your bank claiming reimbursement under Payment Services Regulations 2017, s.74. Reference the CRM Code (Confirmation of Reimbursement for Mispayment by Customers). State the amount, transaction date, and that you were a victim of APP fraud, not negligent.

4

Escalate to Financial Ombudsman if Refused

If your bank refuses (or takes more than 5 days), complain to the Financial Ombudsman Service (free). They can order reimbursement, plus compensation for distress. Ombudsman decisions are binding on banks (up to £385,000 compensation in serious cases).

What the Law Says

Payment Services Regulations 2017, s.74 - Unauthorised Payment Transactions
Banks must reimburse customers for fraudulent payments (APP scams) unless the customer was grossly negligent. Reimbursement must be made within 5 working days. This is mandatory and applies to all UK banks regulated by the FCA.
CRM Code (Confirmation of Reimbursement for Mispayment by Customers)
Industry standard committing banks to reimburse APP scam victims within 5 working days (or explain why not within that timeframe). Gross negligence is the only defence - but banks must prove it, not the customer. Most banks are CRM Code signatories.
Financial Services (Banking Reform) Act 2013
Mandated the Financial Conduct Authority (FCA) to create rules protecting consumers from payment fraud. FCA ICOBS rules require banks to investigate fraud claims promptly and act in the customer's best interest. Failure is a regulatory breach.
Financial Ombudsman Service - Jurisdiction
The FOS has jurisdiction over APP scam complaints against all FCA-regulated banks. FOS can order reimbursement, plus compensation up to £385,000 for distress and inconvenience. Banks must comply with FOS decisions (legally binding).

Common APP Scam Scenarios

Invoice Manipulation

Scammer impersonates a trusted supplier (landlord, contractor, utility company) and sends a fake invoice with modified bank details. You pay the "invoice" to the scammer's account. Your bank must reimburse as you were authorised to pay but defrauded about the payee.

CEO Fraud

Scammer impersonates your boss (via email or LinkedIn) urgently requesting payment to a supplier or "confidential acquisition". You authorise the payment thinking it's legitimate. PSR 2017 covers this - claim reimbursement despite authorising the payment.

Cryptocurrency Investment Scam

You transfer money to a fake investment platform promising high returns. The scammer vanishes. You authorised the payment but were defrauded about the recipient's legitimacy. Banks must reimburse under APP fraud rules.

Romance Scam Payment

Scammer builds a relationship then asks you to transfer money for an "emergency". You send funds willingly but to a scammer's account. Despite your authorisation, this is APP fraud - the bank must reimburse.

Job Scam Advance Payment

Fake job offer asks you to send a "deposit" or "training fee" before starting. You pay to the scammer's account. Bank must reimburse as you were deceived about the payee's legitimacy (no real job exists).

Parcel Delivery Scam

Text message appears to be from a courier asking you to pay a "delivery fee" for a parcel. You click the link and send money. This is APP fraud - bank must reimburse under PSR 2017.

Frequently Asked Questions

Do banks always have to refund APP scams? +
Yes, under PSR 2017, unless you were grossly negligent. Gross negligence means you ignored clear, repeated warnings (e.g., your bank explicitly warned you about that type of scam and you ignored it). Simple negligence (falling for a convincing scam) is not enough. Banks cannot use "you should have known better" as a defence - they must prove gross negligence, which is rare.
What's the difference between PSR 2017 and gross negligence? +
PSR 2017 requires banks to reimburse APP scams. The "gross negligence" exception means you acted recklessly and disregarded obvious red flags. Examples: your bank sent you 5 warnings about invoice scams, then you fell for an invoice scam anyway. Simply missing warning signs in a convincing scam is not gross negligence - that's ordinary negligence, which doesn't bar your claim.
Is there a cap on how much the bank must refund? +
Yes, £85,000 per claim under PSR 2017. If you lost more than £85,000, the bank refunds up to that cap. However, if you can prove the bank failed its duty of care (e.g., disabled its fraud detection system), you may claim more through civil court or the Financial Ombudsman.
How long does the bank have to refund me? +
The CRM Code requires reimbursement within 5 working days of reporting the fraud (or a full written explanation why it cannot meet that deadline). If the bank delays beyond 5 days without justification, it's breaching the code and you can escalate to the Financial Ombudsman with a strong complaint.
What if the scammer's bank is abroad? +
Your bank (the one you sent money from) is liable under PSR 2017, regardless of where the scammer's bank is. Your bank must reimburse you. They may then pursue recovery through international payment channels (SWIFT, correspondent banks), but that's their responsibility, not yours.
Can I claim APP scam refund if I already reported it to the police? +
Yes. Police reports and bank claims are separate processes. Report to Action Fraud (police) for investigation and record-keeping. Separately claim reimbursement from your bank under PSR 2017. Both can proceed together - police investigation doesn't affect your reimbursement rights.

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