What to do if you were tricked into a bank transfer or your account was used without permission — APP fraud mandatory reimbursement, unauthorised-payment rights and the steps to take.
If you authorised a payment but were tricked into doing so — an authorised push payment (APP) scam — that falls under the APP reimbursement scheme. If a payment left your account that you never authorised at all, separate Payment Services Regulations 2017 rules apply, and your bank must normally refund unauthorised transactions promptly.
Since 7 October 2024, banks and payment firms must reimburse most victims of APP scams made through Faster Payments or CHAPS, usually within five business days. The cost is shared equally between the sending and receiving firms. The maximum reimbursement is £85,000 per claim, and firms may apply an optional £100 excess.
Reimbursement can be reduced or refused if you acted with gross negligence — the consumer standard of caution — for example by ignoring clear, specific scam warnings. These limits, and the £100 excess, do not apply to customers who are vulnerable. Acting honestly and reporting quickly puts you in the strongest position.
Contact your bank as soon as you realise, so it can try to halt or recall the funds, and report the scam to Action Fraud. Keep all messages, screenshots and payment details. If your bank rejects your claim or you disagree with its decision, you can escalate free of charge to the Financial Ombudsman Service.
Under the current scheme the maximum reimbursement is £85,000 per claim, normally paid within five business days. Your firm may deduct an optional £100 excess unless you are a vulnerable customer, and a payout can be reduced if you were grossly negligent.
Payments you never authorised are treated differently from scams you were tricked into. Under the Payment Services Regulations 2017 your bank must usually refund an unauthorised transaction without undue delay and restore your account, unless it can show you acted fraudulently or with gross negligence.
No. The Counsel is an AI tool that gives legal information, not advice, and it does not make claims or deal with your bank or the Ombudsman for you. It can help you understand which rules apply and prepare your complaint, but you submit it and the stakes here are high, so consider taking advice.
The Counsel is an AI tool for England & Wales. It provides legal information, not legal advice, and does not replace a regulated solicitor. For anything high-value or contested, take advice before you act.
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