If your bank refuses to refund a scam, ask it to explain the decision in writing, then make a formal complaint. If you are still unhappy with its final response, or it does not reply in time, you can take your complaint to the Financial Ombudsman Service, which is free. You usually have 6 months from the date of the bank's final response to do this.
A refusal is not always the end. Banks do sometimes change their decision after a complaint, and the Ombudsman can look at your case independently.
Why might my bank refuse?
Ask the bank to tell you exactly why it has said no. Common reasons include:
- The payment is not covered. For example, it was an international payment, a card payment, or made before 7 October 2024. See getting your money back after an APP scam.
- The bank says it was a civil dispute, meaning it thinks you paid a genuine business that let you down rather than a scammer.
- The bank says you were grossly negligent. For example, that you ignored a clear, specific warning.
- You reported too late. Under the APP rules, banks can refuse claims made more than 13 months after the last payment.
- The bank says you did not respond to its requests for information.
Can my bank really say I was grossly negligent?
Under the APP reimbursement rules, the Payment Systems Regulator (PSR) says:
- gross negligence is a high bar, meaning a "significant degree of carelessness", not just a mistake
- the bank has to prove it, not you
- it cannot be used if you were vulnerable at the time of the scam
If you were ill, grieving, under financial pressure, isolated, or going through something that made it harder to spot the scam, tell your bank. It may not have known.
How do I complain to my bank?
- Ask for the complaints process. Every bank has one, usually on its website.
- Put your complaint in writing if you can, by email, letter or the bank's online form. Keep a copy.
- Say clearly that you are making a complaint and what you want, for example a full refund.
- Explain why you disagree. Stick to facts. Mention anything the bank may have missed, such as vulnerability, or that a warning was general rather than specific.
- Include evidence, such as screenshots, your timeline and your crime reference number. See how to preserve evidence.
You might write something like: "I am making a formal complaint about your decision not to refund my APP scam claim, reference [number]. I do not agree that I was grossly negligent because..."
How long does the bank have to reply?
The Financial Ombudsman says a business has 15 days to consider complaints about fraud and scams and payment services such as bank transfers. For most other complaints it has 8 weeks. The bank should send you a "final response" letter before the time runs out.
If it does not reply in time, you can go straight to the Ombudsman.
When should I go to the Financial Ombudsman?
You can contact the Ombudsman if:
- you have had a final response and are unhappy with it, or
- the bank has had the time it needs and has not replied
You usually have 6 months from the date on the final response to refer your complaint. Do not miss this deadline. The Ombudsman can only make exceptions in limited cases, such as serious illness that stopped you complaining in time.
Read our step-by-step guide on taking a fraud complaint to the Financial Ombudsman.
Do I need to pay a claims company or lawyer?
No. The Ombudsman says its service is free and you do not need to pay anyone to represent you, such as a lawyer or claims management company. You can ask a friend or family member to help.
Be very careful of anyone who contacts you offering to get your money back, especially if they want a fee up front. Read about fund recovery scams.
We offer free, independent help and never charge people to recover funds.
Frequently asked questions
My payment was made before 7 October 2024. Can I still complain?
Yes. Citizens Advice says banks that signed up to the CRM Code may refund transfers made between 28 May 2019 and 6 October 2024. Even if your bank was not signed up, you can still complain and the Ombudsman can look at whether the bank acted fairly.
The bank refunded part of my money. Can I complain about the rest?
Yes. You can complain if you think a partial refund is unfair, and go to the Ombudsman if you are still unhappy.
Can I complain about the bank that received the money?
You claim your refund from your own bank. If you think the receiving bank did something wrong, you can mention this in your complaint, and the Ombudsman can advise.
What if I lost more than £85,000?
The APP rules cap refunds at £85,000 per claim, but your bank can pay more. The PSR says you can take the rest to the Financial Ombudsman.