If I have authorised a payment that I now think was fraudulent, will I get my money back?

Authorised push payment (APP) fraud happens when you are tricked by a criminal into sending money by bank payment to an account that they control and which you do not.

New rules effective from 07 October 2024 introduce requirements for all banks to reimburse victims of APP fraud. These requirements only apply to microenterprises (enterprises that employ fewer than ten persons and have either an annual turnover or an annual balance sheet total that does not exceed €2 million) or charities (a body whose annual income is less than £1 million per year and is a charity as defined by the Charities Act 2011, Charities and Trustees Investment (Scotland) Act 2005 or the Charities Act (Northern Ireland) 2008). If you do not meet the definition of a microenterprise or eligible charity, please still contact us as soon as possible to report any fraudulent transactions.

Every claim will be assessed on a case-by-case basis. As part of the process, we will consider the evidence presented by you, any service providers involved and – where relevant – a third party, such as the police. For more information about what is covered for reimbursement and what is not please see ‘When is a fraudulent authorised push payment (APP) payment covered?’

If you have authorised a payment which does not meet the below criteria, please still contact us as soon as possible on 0330 355 0355 (or +44 (0)1179 739339 if calling from abroad) to report this. 

We may not reimburse money lost in an APP fraud if you have not taken certain steps before and after you make the payment. These steps are known as the Consumer Standard of Caution, and are as follows:

• You need to follow any warnings from us, such as an alert that the payment you are making is fraud or could be fraud. You also need to follow any instructions from the police or the National Crime Agency.
• You must report the fraud as soon as you can, and no more than 13 months after the last fraudulent payment was made.
• We may ask you for additional information about your claim. You need to make sure you respond to these requests.
• Once you have made a claim, we may ask you to report the details of the fraud to the police.

If you're finding it hard to manage your money or banking, let us know. We can give you extra support when you need it most.