If you were tricked into sending money by UK bank transfer on or after 7 October 2024, your bank must usually refund you, up to £85,000 per claim. You should report the scam to your bank promptly, and within 13 months of the last payment. Refunds are normally decided within 5 business days, though your bank can take up to 35 business days if it needs more information.
What is an authorised push payment scam?
An authorised push payment (APP) scam is when you are tricked into sending money from your account to a criminal. You "authorised" the payment, but only because you were deceived. Common examples include:
- bank impersonation scams, where someone says your money is at risk and must be moved
- romance scams
- investment scams
- purchase scams, where you pay for something that never existed
- fake invoices or messages pretending to be a tradesperson, solicitor or family member
This is different from unauthorised fraud, where someone takes money without your permission, for example by using your stolen card. That has its own protections. See bank transfer fraud.
Which payments are covered, and which are not?
The Payment Systems Regulator (PSR) set the rules. They cover:
- payments sent by Faster Payments or CHAPS
- from one UK account to another UK account
- made on or after 7 October 2024
- by individuals, microenterprises and charities
Banks, building societies, e-money firms and other payment firms are included. The PSR says credit unions, municipal banks and national savings banks are not.
According to the PSR, the rules do not cover:
- payments made before 7 October 2024
- international payments
- payments over other systems, such as card payments, cash or cheques (these have their own protections)
- crypto payments, for example if you sent money to your own crypto exchange account and then paid a scammer in cryptocurrency
- civil disputes, where you paid a genuine business that did not deliver or did a poor job
- payments made for unlawful purposes
If your payment is not covered, you may still have options. Citizens Advice says banks that signed up to the older CRM Code may refund some transfers made between 28 May 2019 and 6 October 2024. Card payments may be covered by chargeback or Section 75.
How much can I get back?
- The maximum is £85,000 per claim. Banks can choose to pay more.
- There is no minimum amount.
- Your bank can take off an excess of up to £100. This is optional, and some banks do not charge it.
- The excess cannot be taken from people who were vulnerable at the time.
If you lost more than £85,000 and the bank does not refund the rest, the PSR says you can take your case to the Financial Ombudsman. Its award limit for complaints referred from 1 April 2026 is £455,000 for most cases.
When can a bank refuse?
There are only two exceptions:
- You took part in the fraud (first-party fraud).
- You were grossly negligent. This is called the "consumer standard of caution".
The PSR says gross negligence is a high bar, higher than ordinary carelessness. The bank must prove it. It cannot be used against vulnerable customers. The standard asks you to:
- take notice of specific warnings from your bank, or from the police or another authority, that the payment was likely to be a scam
- report the scam to your bank promptly, and within 13 months of the last payment
- respond to reasonable requests for information from your bank
- agree to the bank reporting the scam to the police, or report it yourself if asked
What counts as being vulnerable? The rules recognise that some people are less able to protect themselves at the time of a scam. This might be because of health, a disability, bereavement, a relationship ending, money worries, age or other life events. If you were vulnerable, tell your bank, even if it feels personal. Your bank cannot use the gross negligence exception or charge the excess.
How do I make a claim?
- Contact your bank as soon as you can. Use the number on your card or dial 159. See talking to your bank.
- Explain that you want to make an APP scam reimbursement claim.
- Give details of every payment, including the date, amount and receiving account.
- Report to Report Fraud or Police Scotland on 101, or agree that your bank can report for you.
- Answer your bank's questions promptly, after checking each request is genuine.
- Keep notes and copies of everything. See how to preserve evidence.
You do not need to pay anyone to make a claim. If your bank says no, read what to do if your bank refuses a scam refund.
Who regulates these rules now?
The PSR created the rules and oversees them. The government has decided to abolish the PSR and move its work into the Financial Conduct Authority (FCA). Its April 2026 consultation response says this needs new primary legislation, and that it is committed to keeping strong consumer protection, including against fraud. Until the law changes, the PSR remains responsible.
If you would like free help with your claim, you can contact us.
Frequently asked questions
Does it matter which bank I paid?
Both the sending and receiving banks share the cost of the refund, but you only need to claim from your own bank.
What if I made several payments to the scammer?
They can be treated as one claim. The 13-month window runs from the last payment, and the £85,000 limit applies to the claim.
My bank says I ignored a warning. Can it refuse?
Only if it can show you were grossly negligent, which the PSR describes as a high bar. A general warning is not the same as a specific warning about your payment. You can complain if you disagree.
Does it cover payments by Revolut, Monzo or other app banks?
Yes, if the payment was a Faster Payment or CHAPS transfer between UK accounts. E-money firms are included.