Understanding APP
fraud reimbursement

Authorised push payment fraud happens when someone tricks you into sending money by bank transfer. You may have approved the payment because you believed the request was genuine. The payment route and date help determine which protections and complaint options apply.

Check whether we can help

You can start without gathering every document. If your enquiry goes forward, payment records and other evidence will help with the assessment.

The initial check is free. If your claim succeeds, Consumer Rights Solicitors charges 15-30% plus VAT of compensation awarded, equivalent to 18-36% including VAT at the current standard rate. The applicable fee and terms are explained before you instruct the firm. Our fees

APP reimbursement

How the protections work

1

Contact your bank promptly

Explain the scam and ask what action can be taken regarding the payments and reimbursement. Keep your claim reference and copies of any response. Reporting the crime does not replace contacting the bank. Report the scam to your bank as soon as possible. Under the reimbursement rules, the claim should be made within 13 months of the final scam payment included in that claim.
2

Which payments may fall under the reimbursement rules?

Mandatory protections apply to eligible UK-to-UK Faster Payments and CHAPS transfers made on or after 7 October 2024. They cover eligible individuals, microenterprises and charities, subject to the rules and exceptions. The standard maximum is £85,000; this is not a promise of full reimbursement in every case or a universal limit on every other recovery route. Payment providers should reimburse within 5 business days of a claim, or reach an outcome within 35 business days if they need more time. They may apply an optional excess of up to £100. The excess does not apply where a customer was vulnerable and this materially affected their ability to protect themselves from the scam.
3

Other payments and earlier dates

Card, cash, international and unauthorised payments involve different rules. A transfer to buy cryptocurrency must be assessed through its actual funding journey, not assumed to qualify automatically. Earlier payments may involve other complaint routes.
4

Fraud is different from an ordinary dispute

A genuine supplier dispute or an investment falling in value is different from deception that persuaded you to pay. Tell the bank what you believe was fraudulent and retain the evidence. Our commercial intake criteria are separate from the reimbursement protections; being outside our service criteria does not establish that no other route exists.
5

Help with next steps

You can pursue a bank complaint yourself and, where eligible, use the free Ombudsman route. If you want to explore managed assessment, our form asks about the payments, loss, bank response and existing action. The outcome remains dependent on the case facts.

What the rules cover and what they do not

The protections cover eligible individuals, microenterprises and charities who were deceived into sending money by UK bank transfer (Faster Payments or CHAPS) on or after 7 October 2024. They do not cover:

  • payments made before 7 October 2024
  • card, cash and cheque payments, which have their own protections
  • international payments, or payments made through other payment systems
  • civil disputes, such as a genuine trader supplying poor goods or services

A transfer to an account in your own name, such as a cryptocurrency exchange account, needs a careful look at how the money moved; do not assume it qualifies. Payments outside the rules can still be raised as a complaint with your bank and, where eligible, the Financial Ombudsman Service.

When a bank can refuse

A bank may refuse reimbursement if you were complicit in the fraud or grossly negligent. The regulator describes gross negligence as a high bar, and it does not apply to vulnerable consumers.

Customers are also expected to take reasonable care, such as paying attention to warnings from the bank, reporting the scam promptly and answering reasonable requests for information. Where a customer was vulnerable and this materially affected their ability to protect themselves from the scam, this standard and the excess do not apply.

If you are refused, ask the bank to explain its reasons in writing. Our guide to bank refusals explains the complaint and Ombudsman route.

How to make a claim

  • Contact your bank or payment provider through its app, the number on your card or its verified website. Explain that you were deceived into making the payment and that you want to make an APP fraud reimbursement claim.
  • Give the dates, amounts and recipient details for each payment, and keep copies of messages and screenshots.
  • Keep a note of each conversation and your claim reference.
  • Expect reimbursement within 5 business days of your claim, or an outcome within 35 business days if the bank needs more information.
  • If you are unhappy with the outcome, complain to the bank and, where eligible, refer the complaint to the Financial Ombudsman Service.
Simple process

Start with a clear next step

1

Answer the initial questions

Tell us what happened and how you paid so we can check whether further assessment may be appropriate.

2

Understand the outcome

Your enquiry may go to assessment, need specialist review, or receive guidance on another next step. Screening does not guarantee acceptance.

3

Prepare for the conversation

Where offered, you can add more information and payment records to help prepare for your assessment. This is optional and can be completed later.

Legal representation begins only if Consumer Rights Solicitors accepts the case and you agree to its terms.

Check whether we can help
Fees

Understand the costs before deciding

Fees

The initial check is free. If your claim succeeds, Consumer Rights Solicitors charges 15-30% plus VAT of compensation awarded, equivalent to 18-36% including VAT at the current standard rate. The applicable fee and terms are explained before you instruct the firm. UndoFraud does not charge you for using its enquiry service and receives a referral fee from Consumer Rights Solicitors.

You have a choice

You can make a complaint to your bank or payment provider yourself. Where eligible, you can also ask the Financial Ombudsman Service to consider it for free. Using our managed service is optional.
Our feesWhat no win no fee meansPursuing a complaint yourself

Questions and answers

Other routes may need consideration. Provide the payment dates in the initial questions.

Related guidance
Official sources

Understand the next step for your situation

Start with the initial questions so we can understand what happened and whether further assessment may be appropriate.

Check whether we can help