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Scams

Helping you spot and stop scams.

A bit about scams

Fraud is the most commonly experienced crime in the UK. Scammers are experts at what they do and scams are constantly changing but there are a few signs to look out for to help you spot them.

Scammers contact you by phone, SMS or messaging apps. They also use social media profiles to gather information about you. The calls and messages can appear to be genuine from friends, family, the Police or even us.

Scammers look online for information on their targets. They use email addresses, malicious software on devices and social media accounts. They use this information to build your trust when speaking with you. They can then ask you to provide your PIN’s, One Time Password (OTP)s and online log on information. They may even ask you to transfer money to keep it safe but really they are asking you to move your money to an account they control. Once your money is in their control they will move it quickly to other accounts, often in different banks or countries, to obscure the trail and hinder recovery efforts.


Quick links

Common Scams

Authorised Push Payment Fraud

How to raise a claim

Common Scams    |   Authorised Push Payment Fraud    |    How to raise a claim

Our advice

  • If you receive any requests to transfer money to a new account, please be certain who you are sending it to.
  • Call on a number you have verified and confirm the details or speak to them in person.
  • Never send money to someone you haven’t met.
  • If an offer seems too good to be true it probably is!

Common scams and how to stop them

What is Authorised Push Payment (APP) fraud?

Authorised Push Payment (APP) Fraud occurs when individuals are deceived into voluntarily transferring money to an account for products, goods, or services that do not exist. Scams happen when criminals convince you to knowingly and willingly part with your money. Victims of this scam are often misled and lied to, leading them to make one or more payments to fraudsters.

APP Scams are among the most common types of fraud in the UK.

A new APP Reimbursement requirement was launched in October 2024 and these changes are designed to better protect consumers. If you've transferred money have fallen victim to a scam, it's important to contact the bank you sent the money from immediately. You may be eligible to raise a scam claim to help recover these funds.

Stay informed about common scam types and learn how to protect yourself by staying updated with the latest guidelines and support available to you. For more helpful resources on keeping yourself safe, check out other support.

What is the APP reimbursement scheme?

The APP reimbursement scheme is specifically designed to cover CHAPS and Faster Payments within the UK when made under fraudulent or dishonest circumstances, leading to a scam. This scheme plays a crucial role in safeguarding consumers, charities, and micro-enterprises External link icon from the financial losses incurred due to such scams.

Reimbursement is not guaranteed in all cases as you should still exercise a standard of caution before and after you make a payment from your account. There’s more information on the standard of caution we expect you to exercise in the guide External link icon and the Further Scheme Information section below.

If you find yourself victim to a scam involving these payment types, it's important to raise a scam claim with us as soon as possible. This step is vital in initiating the process to hopefully recover any lost funds.

Want to find out more?

Watch this 4 minute video on the Authorised Push Payment reimbursement scheme from Take Five.

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Further Scheme information

Read more in our FAQ’s below.

  • How do I raise a claim?

    Please complete the scam claim online form.

    Make a claim


    You can also contact us through your secure mail, call into your local branch or by calling our customer service line 0345 600 2882

    Mon - Fri: 8am - 6pm
    Sat: 9am -1pm
    Sun: Closed

    When raising a claim, we will need to share your information with the receiving bank to fully investigate this for you. More information on how the bank deals with your personal information can be found in How we use your Personal and Business information.

  • How long does a claim take?

    We will keep you updated on how your claim is progressing and aim to have an outcome for you within 5 business days, in some cases claims may take a little longer but not more than 35 business days.

  • How do I know if I'm eligible for a refund?

    This scheme applies to:

    • Consumers, charities (turnover less than £1m) and micro-enterprises External link icon (business with a turnover less than €2m – under 10 full time employees).
    • Payments made from 7 October 2024 by Faster Payments Service (FPS) and CHAPS only.

    What does it not apply to?

    • Payments which take place across other payment systems, card, cheque or cash.
    • International Payments or payments made to accounts held outside the UK.
    • Payments older than 13 months.
    • Payments made before the 7 October 2024.
    • Civil disputes - for example, if you've paid a genuine retailer or business but you aren’t satisfied with the product or service you’ve received.
    • If you have acted fraudulently yourself – including if you have lied or misrepresented your circumstances for financial gain.
    • Payments you have made to another account that you control.
    • The payment you made is unlawful: for example, if the payment was for an illegal item.
    • Payments to and from an account with a credit union, municipal bank, or a national savings bank (state-owned savings bank in the UK).
    • Payments made by ‘corporate opt out’ customers*

    * if you are a corporate opt out customer please raise a claim with the relevant information, we still want to hear from you.

  • What is the Consumer Standard of Caution?

    This is the care we expect our customers to take when making a payment or when realising they have been a victim of a scam. If you do not exercise the following standards of caution, you may be ineligible for reimbursement.

    • You must pay attention to warnings provided by us, the police or another law enforcement agency before, during or after a payment has been made. This includes the payment advice messages we display based on your payment reason and any payment advice we provide in person or over the phone.
    • You must report the scam to us as soon as possible so that we can take action quickly. You can do so by completing this form.
    • You must be open, honest and responsive when we ask you for information about your claim.
    • You should report the scam to the PSNI / Action Fraud or allow us to do so on your behalf.
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