Call your bank as soon as you can, using the number on the back of your card, on your statement or on the bank's official website, or by dialling 159. Tell them clearly that you have been the victim of a scam, give them the payment details, and ask them to stop or recall the money and open a fraud claim. Write down the date, time, name of the person you spoke to and any reference number.
Talking to your bank can feel daunting, especially if you feel embarrassed. Bank fraud teams handle scams every day. Your job is to give them clear, honest information so they can help.
How do I contact my bank safely?
Scammers often pretend to be banks, so always start the call yourself.
- Use the number on the back of your card, a bank statement or the bank's own website or app.
- Or dial 159. Stop Scams UK runs this short number, which connects you to many UK banks and building societies. Calls may cost the same as a normal call, depending on your phone provider.
- Do not call a number given to you in a text, email or by the person who contacted you.
- If someone calls you claiming to be your bank, hang up, wait a moment, and call back on a number you trust. If you can, use a different phone.
What should I tell my bank?
Try to have these details ready before you call:
- Each payment: date, amount and the name, sort code and account number it went to.
- How you paid: bank transfer, card, cash, or buying cryptocurrency.
- How the scam started and how the scammer contacted you.
- Whether you shared any passwords, one-time codes or card details, or let anyone access your device.
- Any crime reference number from Report Fraud or Police Scotland.
Be honest, even about things you feel bad about. If you were under pressure, unwell, grieving or going through a hard time when the scam happened, tell the bank. This can affect how your claim is handled (see below).
Will my bank refund me?
It depends on how you paid.
- Bank transfers in the UK (Faster Payments or CHAPS) on or after 7 October 2024: you are covered by the APP scam reimbursement rules. Banks must usually refund up to £85,000 per claim. Read our guide to the reimbursement rules.
- Bank transfers before 7 October 2024: Citizens Advice says your bank may refund you if it signed up to the voluntary Contingent Reimbursement Model (CRM) Code, which covered payments from 28 May 2019 to 6 October 2024.
- Payments you did not make or agree to: tell your bank immediately. These are called unauthorised transactions and are handled differently.
- Card payments: you may be able to ask for a chargeback, or claim under Section 75 if you used a credit card for something costing over £100 and under £30,000.
Your bank should not ask you to prove you were not careless. Under the APP rules, if a bank wants to refuse a refund because it says you were grossly negligent, the bank has to show this. The Payment Systems Regulator describes gross negligence as a high bar.
What happens after I report it?
Under the APP reimbursement rules, the Payment Systems Regulator says you can usually expect a decision within 5 business days. Your bank can pause this "clock" if it needs more information from you, but it must reach an outcome within 35 business days.
Your bank may ask you to:
- answer questions about what happened
- send screenshots or documents
- report the scam to the police, or agree that the bank can report it for you
Answer these requests promptly, after checking they really come from your bank. Not responding can count against your claim.
What if I am vulnerable?
The rules give extra protection to people who were vulnerable when the scam happened. This might be because of illness, disability, bereavement, money worries, age, or other things that made it harder to protect yourself. If you are treated as vulnerable, your bank cannot refuse your claim on the grounds of gross negligence, and it cannot take off the £100 excess.
You can ask someone you trust to help you speak to your bank. Citizens Advice explains that you can give someone permission to deal with your account using a third party mandate. See supporting someone affected.
What if I am unhappy with my bank's answer?
You can make a formal complaint. The Financial Ombudsman Service says a business has 15 days to respond to complaints about fraud, scams and payment services, and up to 8 weeks for most other complaints. If you are still unhappy, you can take it to the Ombudsman for free. Our guides on what to do if your bank refuses a scam refund and taking a complaint to the Financial Ombudsman explain how.
If you would like support preparing for the call or a complaint, you can get free help from us.
Frequently asked questions
Can I call 159 from any phone?
159 works with many UK phone providers and many banks and building societies, but not every one. If it does not work, use the number on your card or the bank's official website.
My bank says the money is gone. Is there any point claiming?
Yes. For UK bank transfers covered by the APP rules, your refund does not depend on the bank getting the money back from the scammer.
Should I move my money to a "safe account"?
No. A real bank or the police will never ask you to move money to keep it safe. This is a common scam. See bank impersonation scams.
Can I claim if I sent money to an account abroad?
International payments are not covered by the APP reimbursement rules. Tell your bank anyway, as it may still be able to help or try to trace the money.