How we manage claims for Authorised Push Payment (APP) fraud

Authorised Push Payment (APP) fraud happens when someone has been tricked by a criminal into sending money. The money is sent to an account the criminal controls and the customer does not.

How we reimburse customers who make APP fraud claims depends on the following information.

 

Transactions from 7 October 2024 onwards

These transactions are assessed under new mandatory reimbursement regulations. These rules are set by the Payment Systems Regulator (PSR). 

We’ll refund eligible claims up to a maximum of £85,000 where the transactions are made:

  • Either through Faster Payments or by CHAPS made in the UK
  • From a personal bank account, micro-enterprise or some charities.


A claim must be raised within 13 months of the final payment made to a fraudster as part of the same scam. 

We won’t assess your claim under these rules where the payments: 

  • are made by cheque, cash, card or made outside the UK 
  • are to your own account held at another bank
  • were for unlawful purposes, for example if you were purchasing something illegal
  • are part of a civil dispute.


If your claim’s successful, we’ll put your money back into your account within 5 working days. In some cases, it may take up to 35 working days to receive a decision. This may happen if we need to ask for more information.

If we reimburse you, we may not pay the first £100 per claim. For example, if you raise a claim for £1,000 then we may reimburse £900. We’ll assess this on a case-by-case basis.

The Consumer Standard of Caution

Under these rules you must take steps to protect yourself when you make payments. 

You should: 

  • pay attention to warnings provided when you make a payment
  • report a scam to us as soon as possible
  • provide information to help with your claim if we ask for it
  • report the scam to the police or allow us to report on your behalf.


There’s more information available about these rules on the PSR website

 

Transactions from 28 May 2019 to 6 October 2024

These transactions are assessed under a voluntary code we signed up to. This is called the Contingent Reimbursement Model Code (CRM Code). 

Under this code, we will reimburse customers in certain circumstances. 

The code applies to:

  • individuals’ personal accounts
  • micro-enterprises 
  • charities with an annual income of less than £1million
  • payments made within the UK. It won’t cover you if you send payments overseas.


There’s more information available in this Lending Standards Board guide

 

Payments outside of the CRM Code and PSR rules

All APP fraud claims will be reviewed on a case-by-case basis. Even if they aren’t covered by the CRM Code or the PSR rules.

 

Find out more about the rules