A convincing invoice from what looked like her existing supplier. Different bank details. Two thousand four hundred pounds gone to a fraudster. She reported it to her bank within the hour.
The bank's first answer was that the payment had been authorised (technically true - she'd typed the payment) and offered nothing. She was told, in as many words, that this was a commercial decision.
That decision was wrong. Since 7 October 2024 the Payment Systems Regulator's mandatory reimbursement scheme requires UK banks to refund most APP fraud victims within 5 business days unless they can prove gross negligence. "Commercial decision" is not one of the permitted refusal grounds.
The letter cited the exact PSR scheme, the CRM Code, and named the Financial Ombudsman as the free escalation route. The bank reversed its decision within 11 days and added interest for the period the money was out of her account.