APP Fraud Claims

Understanding the importance of APP fraud awareness

Authorised push payment (APP) fraud is a complex and emotionally distressing crime that impacts individuals and businesses across the United Kingdom. Its primary mechanism involves tricking a victim into making a payment to a fraudster’s bank account. Unlike certain frauds where criminals secretly access bank accounts, APP fraud involves victims willingly initiating the transfer under false pretences. Given the rise in internet banking, mobile payment apps, and faster payments, APP fraud has become one of the most prevalent financial crimes faced by UK consumers.

Being aware of how APP fraud works, what tactics fraudsters use, and how banks typically respond when someone falls victim is vital to safeguarding personal finances. This guide aims to offer comprehensive, expert-led insights into the entire claims journey—from the initial moment you suspect you have been defrauded, to taking legal action in the most extreme cases. You will also discover the support available if your claim is rejected and explore preventive measures to avoid falling prey in the first place.

Ultimately, the knowledge contained here empowers consumers to effectively recognise the warning signs, seek redress if victimised, and contribute to an overall reduction in the incidence of APP fraud. By demystifying the APP fraud claims process, this guide seeks to bring clarity and reassurance at a time when quick, informed decisions can make all the difference.

Introduction to authorised push payment fraud

When it comes to financial crimes, few are as insidious as APP fraud. Victims are often deceived by what appears to be legitimate communication from trusted sources—banks, government agencies, or even close relatives—only to later realise they have willingly transferred money to criminals. The emotional and financial toll can be substantial, with victims sometimes losing significant sums of money in a matter of minutes.

Many UK organisations—including consumer advocacy groups, government bodies, and industry regulators—have noted that the volume of APP fraud has grown considerably in recent years. Faster payment services, while convenient, have inadvertently facilitated fraud by making it challenging to recover funds once they leave a victim’s account.

Core reasons behind the rise of APP fraud

• Realistic impersonation: Criminals invest considerable effort in creating legitimate-looking emails, texts, and calls, often incorporating personal data stolen from data breaches or social media sites.

• Pressure tactics: Fraudsters typically introduce an element of urgency, convincing victims that immediate action is necessary.

• Complex schemes: They may pose as a trusted financial institution, emphasising “unusual activity” on your account or even adopting the identity of a friend asking for help in an emergency scenario.

This surge in APP fraud has prompted various measures—most notably the introduction of the Contingent Reimbursement Model Code (also known as the reimbursement code). This code sets out guidelines on how participating banks should handle reimbursement for victims who have taken reasonable care to protect themselves. This entire guide, spanning from the mechanics of fraud to dispute resolution, revolves around the concept of empowering UK consumers and ensuring banks meet their obligations.

Despite the complexity of the issue, knowledge is a powerful antidote to fraud. Understanding the processes, what steps to take, and how to assert your rights can significantly bolster your chances of recovering your funds if you do fall victim.

What is authorised push payment fraud?

Authorised push payment fraud (APP fraud) is a scenario where an individual is tricked into sending money from their bank account to a fraudster’s account. Unlike scams that rely on covert methods such as stolen card details, APP fraud manipulates the victim into making a voluntary transfer, typically by presenting a believable story or impersonating a reputable organisation.

Key features of APP fraud

• Voluntary transfer: The victim authorises the payment, which can hinder their chances of automatic reimbursement.

• Immediate settlement: Fraudsters exploit faster payment services, as the money often disappears before the victim realises the deception.

• Sophisticated impersonation: Criminals may impersonate banks, law enforcement agencies, or businesses.

One of the biggest misconceptions around APP fraud is that victims have little recourse because they initiated the payment themselves. While it can be more challenging to reclaim lost funds in these situations, the introduction of the reimbursement code and other regulatory measures have significantly improved prospects for victims. Banks now have a set of guidelines to follow, particularly if it can be demonstrated that the victim took reasonable precautions.

Why clarity about APP fraud is essential

• Legal implications: If it can be established that a bank failed to follow proper security or identification procedures, the bank may be partly liable.

• Consumer responsibilities: Victims also have responsibilities under the reimbursement code, such as not knowingly ignoring warning signs.

• Effective claims: Understanding the nature of APP fraud helps victims compile stronger claims when presenting their case to financial institutions or regulatory bodies.

Basic distinctions between different forms of payment fraud

In the coming sections, you will discover how APP fraud typically occurs, how to detect and respond to it, and what you can do if you find yourself in the unfortunate position of having transferred money to a fraudster. It forms the foundation for the entire claims process, demonstrating precisely why knowledge of this practice is vital for every UK consumer who uses online or mobile banking.

Common types of APP fraud

As fraudsters become more creative, the range of scams that fall under the APP fraud umbrella continues to grow. Understanding the most common scenarios can significantly lower your risk of becoming a target. While new varieties of scams emerge regularly, many of them incorporate recognisable tactics and patterns.

Impersonation scams
This is arguably the most common form of APP fraud. Criminals pose as bank staff, the police, or other official bodies. They might claim there is suspicious activity on your bank account or that you must urgently transfer money for “safekeeping”.

Invoice scams
Invoicing fraud usually affects small businesses or freelancers. A fraudster intercepts or fabricates an invoice, often imitating a known supplier, and requests payment to a different account. The victim, believing the invoice is legitimate, pays the criminal instead of the real supplier.

Purchase scams
Purchase scams lure victims with goods or services that are either non-existent or significantly misrepresented. For instance, an online endpoint might advertise a high-demand product at a bargain price, urging customers to transfer funds upfront—only for the item never to arrive.

Romance scams
A deeply personal type of APP fraud in which criminals exploit the victim’s emotional state. The fraudster gains trust through online dating platforms or social media, eventually asking for money to address fabricated emergencies or difficulties.

CEO fraud
This is more prevalent in the corporate world, where criminals impersonate senior executives and instruct finance teams to make urgent transfers. The victim, fearing job repercussions, might comply without verifying the legitimacy.

Cryptocurrency scams
Cryptocurrency has become a prime area for scams, especially given its fast-paced nature and minimal regulation. Fraudsters promise guaranteed high returns to entice victims into cryptocurrency “investments” that either do not exist or funnel money to personal accounts.

Common categories of APP fraud and typical scenarios

Understanding these scams helps you stay alert. Regardless of the fraudster’s approach, most rely on urgency and impersonation as primary tactics. By remaining suspicious of unsolicited requests, checking official contact details, and never rushing into financial decisions, you can drastically reduce your vulnerability to APP fraud. Further sections will delve into recognising early warning signs, handling banks’ responses, and the steps to take if you become a victim.

How APP fraud typically happens

APP fraud occurs in stages, each meticulously orchestrated by criminals. Gaining clarity on these phases can help you detect and stop the scam before it results in a loss.

Initial contact

Fraudsters may call, email, or text the victim, claiming to be from trusted organisations—banks, government agencies, utility companies—or even family members. Their objective is to establish credibility early on.

Building urgency

The perpetrator outlines a plausible yet alarming scenario. It could be potential fraud on your bank account, an overpaid tax refund, or an overdue utility bill. Urgency forces victims to act without thinking through the situation.

Request for a secure payment

Once the victim is convinced, the fraudster provides payment instructions. By this point, the victim often believes they are doing the “responsible” thing. There is usually a time-sensitive element, such as a “24-hour window” to prevent account closure.

Disappearance of funds

Money is rapidly transferred and withdrawn, often through multiple “mule” accounts, complicating efforts to trace it. The victim usually realises the danger too late.

Key communication methods employed by fraudsters

• Spoofed phone numbers: Criminals can disguise their caller ID to match the official bank helpline.

• Professional email addresses: They replicate branding and email structures used by legitimate entities.

• Linked profiles: On social media, they appear to know your interests or friends to build rapport.

Stages of an APP fraud transaction

Red flags to watch out for

• Unsolicited calls or messages requesting immediate payments.

• Emails loaded with urgent subject lines, e.g., “Act now to prevent account suspension!”

• Payment details diverging from usual bank details or official channels.

• Repeated requests to keep the “emergency” confidential.

By recognising each stage, you’re more likely to identify suspicious requests and halt an APP fraud attempt. Remaining vigilant, verifying calls independently, and never rushing payments—even under supposed threats—are essential strategies for preventing significant losses.

Recognising the signs of APP fraud

Early identification of APP fraud can make a big difference in protecting your finances. Because criminals rely on time pressure and emotional stress, the sooner you spot incongruities, the less likely you are to fall victim.

Emotional or urgent language
Scammers frequently encourage victims to act before they can reflect or seek advice. Whether it’s an “opportunity too good to miss” or a dire warning of impending financial doom, urgent language is a hallmark strategy.

Requests to move money around
A bank will rarely instruct you to shift your funds into a “safe account”. If you receive such a request, particularly at short notice, you should consider it a major red flag.

Suspicious contact details
Fake emails often contain small errors in spelling or domain names, such as replacing an ‘o’ with a zero. Telephone calls that sound “off” in terms of background noise or accent might also be suspicious, especially if they irritably demand compliance.

Self-check subheading

1. Verify the contact: Use official channels to confirm whether the call or email is legitimate.

2. Pause payments: If you feel rushed or uneasy, consider speaking to someone you trust or contacting your bank directly.

3. Check consistency: Does the request align with your prior experiences with this entity? Unusual instructions should ring alarm bells.

Cross-checking essential details

• Website authenticity: If you are directed to a website, ensure the URL matches the official site.

• Call your bank: Use the official telephone number found on your bank statements or official website, not the one you may receive in the suspicious message.

• Email structure: Companies rarely use public email domains like Gmail or Hotmail for transactional communications.

Users often feel apprehension about being perceived as cautious or paranoid. However, caution is a crucial defence mechanism when it comes to financial matters. If something seems unusual or the timeline is unexpectedly urgent, it’s best to assume the worst, verify the contact method thoroughly, and proceed only with complete certainty.

Immediate steps if you become a victim of APP fraud

Realising you’ve made a payment to fraudsters can be distressing, but swift and informed action can improve the chances of recovering your funds. Each bank may have slightly different procedures, but some steps apply universally across the UK’s financial services sector.

Stop any further payments
If the scammers have persuaded you to make multiple transfers, put an immediate halt to further transactions. Log in to your online or mobile banking and revoke any future scheduled payments to suspicious accounts.

Notify your bank
Contact your bank’s fraud department as soon as possible. Provide a detailed explanation of events—dates, times, communication channels, and any documentary evidence. Most banks have dedicated fraud hotlines, often printed on the back of your debit or credit card.

Change your login details
If you have inadvertently divulged any sensitive information, such as online banking passwords or secure codes, change them right away. Also consider updating other accounts if you reuse similar passwords.

File a report with Action Fraud
In the UK, Action Fraud is the national reporting centre for fraud. This step not only aids you but also helps authorities track emerging fraud trends.

Keep records
Document all communications—emails, texts, phone calls, or letters. Keep screenshots, as banks or law enforcement might request this evidence to investigate your claim thoroughly.

Inform the police if necessary
Although the police’s resources may be limited in chasing every APP fraud case, it’s essential to have a crime reference number if you plan to escalate your claim. Some banks will request this information before launching a comprehensive internal review.

Practical considerations

• Mental health support: Financial scams can be stressful and embarrassing. Consider speaking to a trusted friend or seeking professional advice if you feel overwhelmed.

• Overdraft usage: If fraudsters left you in a precarious financial position, talk to your bank about overdraft facilities or hardship procedures.

• Credit check: While APP fraud does not usually affect your credit file directly, some criminals attempt identity theft as a next step. Monitoring your credit report can be prudent.

Overall, being proactive and documenting every aspect of the scam can help banks and law enforcement officials track and, in some cases, recover the stolen funds. If you feel your situation is not being taken seriously, don’t hesitate to explore other avenues, which we’ll detail in later sections.

How banks handle APP fraud claims

When you report an APP fraud to your bank, a formal process usually begins. Each financial institution has its own internal procedures, but most must adhere to guidelines set forth by regulators and industry codes. Understanding this process is crucial to managing your expectations and ensuring you provide the right information at the right time.

Initial investigation
Banks typically commence an investigation into the alleged fraud once you make them aware of it. They may freeze the account to which the funds were transferred if it still holds any of your money. However, banks often face limitations if criminals have rapidly moved the funds into multiple accounts.

Evidence gathering
You may be asked to provide:

• Transaction details (dates, amounts, reference numbers)

• Screenshots of emails or text messages

• Recordings of phone calls, if available

• Police or Action Fraud reference numbers

Bank’s conclusion
After reviewing the evidence, the bank decides if you are eligible for reimbursement under their internal policies and the reimbursement code. This decision typically hinges on whether you’ve shown sufficient care during the transaction.

Common reasons for reimbursement denial

1. Gross negligence: If you dismissed multiple warnings or relevant security procedures, your bank may attribute some or all of the liability to you.

2. Failure to verify: If it appears you took no steps at all to confirm the legitimacy of the payment request, the bank may consider you partially liable.

3. Out-of-scope scenario: Not all banks have signed up to the reimbursement code, though most major UK banks have. In addition, certain situations might be deemed out of scope, such as certain business account transactions.

Communication timelines
Banks usually aim to keep victims informed but bear in mind that some claims can become complicated and take longer to resolve than others. If you feel the bank is not communicating sufficiently, you have every right to request updates and clarity on timelines.

Escalation
If you disagree with the bank’s conclusion, or if you feel that the claim has been mishandled, you might consider seeking an internal review or a complaint. Further avenues of escalation, such as the Financial Ombudsman Service, are explained in detail in later sections.

Understanding the reimbursement code and your rights

The Contingent Reimbursement Model (CRM) Code, often referred to as the reimbursement code, sets out how participating banks should approach compensating victims of APP fraud. While not every financial institution is a signatory, most mainstream UK banks are.

Core principle
The code outlines a shared responsibility between banks and customers. It recognises that, in many APP fraud instances, the victim is misled by skillful deception and may not be entirely at fault. At the same time, it highlights that customers are expected to take reasonable steps to protect themselves.

Key responsibilities for banks under the code

• Timely warnings: Provide clear, contextual warnings during the payment process.

• Effective measures: Use robust fraud detection systems to flag unusual transfers.

• Fair reimbursements: Investigate fairly and offer reimbursement if the victim has behaved reasonably.

Key responsibilities for consumers

• Act on warnings: If your bank’s system flagged the payment as suspicious, you were expected to heed that.

• Verify new payees: Double-check the identity of any new person or business you pay, especially if changes in account details have been introduced at the last minute.

• Report promptly: Delaying a fraud report could hinder recovery efforts and potentially affect reimbursement eligibility.

Limits and exclusions
Although the code seeks to protect victims, each case is assessed individually. Some banks:

• May refuse reimbursement if they conclude you ignored explicit warnings.

• Are bound by the code for personal banking customers but not necessarily for business accounts.

• Reserve the right to escalate your case to third-party dispute organisations if the facts are unclear.

Basic overview of roles and expectations under the reimbursement code

Knowing your rights under the code is essential for making an effective claim. If you believe your bank has not followed the code’s guidelines, keep thorough records of your communications and evidence, and be prepared to escalate.

How to make an effective APP fraud claim

Filing a claim for reimbursement requires a systematic, evidence-based approach. Convincing your bank that you exercised enough caution is often half the battle. Below are practical tips to ensure you present a compelling case.

Gather all evidence

Start by collecting any relevant documents, screenshots, or call recordings that prove you were tricked. This might include chat transcripts, photos of suspicious emails, or notes you took during phone calls. The more concrete your documentation, the stronger your position.

Present a clear timeline

Detail the sequence of events, from the initial point of contact by the fraudster to the moment you discovered the scam. Itemise each step you took—and why. If you attempted to verify the caller or the company behind an invoice, highlight these efforts.

Address potential negligence

Banks often look for red flags in the consumer’s actions. If your bank provided a warning message and you overlooked it, you should be ready to explain why. Perhaps the warning was vague, or you were given highly convincing details that led you to believe the transfer was safe.

Use the bank’s complaint process

Many banks have structured complaint resolutions. Lodge your complaint formally, referencing the reimbursement code and pointing out areas where your bank might not have adhered to its responsibilities.

Maintain professional communication

Courtesy often goes a long way. Stick to the facts, remain calm, and keep thorough records of every communication. If possible, log the names and roles of bank staff you speak with, along with the date and time of each interaction.

Essential claim documents

• Action Fraud reference or crime reference number

• Copies of relevant emails or text messages

• Any screenshots or records from the phone calls

• Evidence of attempts to verify the scammer’s identity

A well-prepared claim clearly details how you upheld your responsibilities as a customer while highlighting any shortcomings from the bank’s side. Implementing these strategies will not only expedite the bank’s review process but also pave the way to a fair resolution.

Evidence needed to support your claim

Evidence is paramount in demonstrating that you took reasonable care before transferring funds. While the burden of proof doesn’t entirely rest on the consumer, having robust documentation can bolster your chances of a full or partial reimbursement.

Communication logs
Compile all emails, texts, or online chat logs associated with the alleged fraud. If you conversed via messaging apps, preserve those dialogues. This documentation can show how the fraudster convinced you and whether any warning signs were hidden.

Bank communications
If the bank’s online platform or mobile app presented warnings, take note of precisely what those warnings stated. If you tried verifying the new payee via your bank’s phone line, keep track of call logs and any confirmation messages.

Transaction records
Maintain a chronological list of payment details, including:

• Date and exact time of transactions

• Payee account details (account number and sort code)

• Any reference or memo you used when transferring the money

• Confirmation messages from the bank that the payment had gone through

Expert statements
In complex scenarios—like large business transactions or property exchanges—a statement from a third-party expert can help validate your actions. For instance, a solicitor or accountant might confirm the authenticity of your initial verification attempts if you shared the invoice with them.

Importance of meticulous documentation

• Demonstrates sincerity and thoroughness

• Helps banks verify your narrative faster

• Weeds out potential claims that might appear fraudulent or incomplete

While gathering this evidence might feel laborious during a stressful time, it is a crucial step in maximising your likelihood of compensation. Every piece of evidence you gather serves as a testament to your diligence and helps ensure your voice is heard amid ongoing investigations.

Challenges in recovering losses and how to overcome them

Recovering the full amount lost to APP fraud can be an uphill battle. Even with robust evidence, there are often complications that delay or thwart successful reimbursement. This section aims to highlight some typical challenges UK consumers face and offer strategies to overcome them.

Rapid fund movement
Fraudsters typically move the stolen money through multiple accounts or convert it into untraceable forms like cryptocurrency. By the time you realise the fraud and alert your bank, the funds may already be beyond reach.

Lack of regulatory clarity
While the reimbursement code provides a framework, its application can vary. Some banks may argue that your negligence was a pivotal factor, leading to protracted negotiations. Occasionally, the code’s provisions might be open to varying interpretations.

Bank stance on negligence
Banks often scrutinise the consumer’s actions to spot any instance of “gross negligence”. If they find errors like ignoring multiple pop-up warnings, you may face partial or no reimbursement.

Emotional toll
Dealing with mounting paperwork and bank requests can be emotionally draining. Some victims drop their claims out of frustration or shame, unwittingly forfeiting the possibility of redress.

Overcoming these challenges

1. Swift action: Report fraud within hours or days if you can. Early detection increases the potential for freezing funds.

2. Detailed claims: Provide comprehensive evidence. The more coherent your claim, the less room a bank has to dispute it.

3. Staying persistent: Follow up regularly, ask for updates, and keep a calm but firm tone in your communications.

4. Seeking third-party help: If you reach an impasse with your bank, professional advisers or consumer rights organisations can provide guidance.

5. Leverage the reimbursement code: Emphasise sections of the code that banks might not be addressing, particularly regarding fair assessment of consumer actions.

Practicing resilience, patience, and organisation throughout the process can ensure your claim achieves the best possible outcome. Even where the immediate prospects of recovering funds seem slim, ongoing regulatory measures aim to improve the odds for future victims. The key is not to give up; a persistent approach can make a significant difference.

What to do if your claim is rejected by your bank

A rejection can feel like a personal setback, especially when you are already grappling with the stress of the fraud itself. However, a bank’s initial decision is not necessarily final. There are well-established routes you can pursue to challenge such outcomes.

Request a detailed explanation
Upon rejection, ask for the specific reasons behind the decision. If the bank cites negligence, request concrete examples of how you allegedly failed to exercise reasonable caution. Having this clarity helps you form a stronger rebuttal.

Submit additional evidence
If you discover new documents, screenshots, or transaction details that bolster your case, submit them promptly. In many instances, crucial details might have been overlooked during the bank’s initial assessment.

Initiate a formal complaint
Most banks have an internal complaints process. If the rejection letter doesn’t indicate how to escalate internally, ask for their procedure. Submitting a complaint can bring your claim to the attention of more senior staff or a specialised team.

Persistence as a strategy

• Follow timelines: Banks are typically required to respond to complaints within a set period. Mark these deadlines on your calendar.

• Keep records: Save letters, emails, and call recordings. Each piece of communication may be relevant if you escalate further.

• Maintain composure: Emotional venting can sometimes cloud the facts of your case. Stay calm, factual, and persuasive.

Moving forward, you may need to pursue external dispute resolution, such as the Financial Ombudsman Service, if the bank persists in its refusal. The avenues open to you beyond the bank’s final decision are discussed in the following sections, empowering you to take another step if necessary.

Alternative dispute resolution options

When direct negotiations with your bank reach a stalemate, alternative dispute resolution (ADR) methods offer a less formal and often quicker route to achieving a fair outcome. ADR can be especially helpful if you find the court process daunting or financially complex.

Mediation

Mediation involves an impartial third party who facilitates a conversation between you and the bank. The mediator doesn't impose a decision but helps both parties reach a mutually acceptable resolution. This approach emphasises dialogue and compromise.

Arbitration

Arbitration is a more formal process where an arbitrator hears both sides and then issues a binding decision. While it can be quicker than a court case, there may be fees involved depending on the service used. Banks sometimes agree to arbitration if they believe the matter can be resolved relatively straightforwardly.

Ombudsman services

Various ombudsman schemes exist for financial matters, but the most relevant for APP fraud is the Financial Ombudsman Service. Although it is technically a separate entity, it embodies the principles of ADR—an impartial assessment aiming to resolve disputes without legal proceedings.

Pros and cons of ADR

• Pros: Faster than court, potentially cheaper, more collaborative.

• Cons: Decisions in arbitration can be binding, limiting further legal avenues. Mediators and arbitrators may not always be trained in APP fraud specifics.

An ADR route can be an effective way to find closure if you feel your bank is not treating your case fairly. Ensure you keep thorough documentation, as ADR relies on each party presenting factual evidence. While ADR does not guarantee success, it is often a pragmatic step before pursuing formal legal action, discussed later in this guide.

The role of the Financial Ombudsman Service

The Financial Ombudsman Service (FOS) is a free, independent body that settles disputes between consumers and businesses that provide financial services. It aims to assess each case on its individual merits, balancing both consumer and industry perspectives.

When to approach the FOS

• You have already lodged a formal complaint with your bank and received a final, unsatisfactory response (often termed a “final response letter”).

• A specific period (usually eight weeks) has elapsed without resolution.

• You disagree with the outcome offered by mediation or internal reviews.

Procedure

Once you submit your complaint to the FOS, an adjudicator evaluates the evidence presented by both sides. They may request additional information or clarification from you or your bank. If the adjudicator can’t achieve a mutually acceptable resolution, an ombudsman may make a binding final decision.

Potential outcomes

• Full reimbursement: The FOS may direct the bank to refund the entire amount lost, plus interest.

• Partial settlement: It could happen that the FOS finds both parties shared responsibility.

• No reimbursement: If the FOS deems the consumer was grossly negligent or even complicit, no refund might be awarded.

A significant advantage of using the FOS is that it remains cost-free to consumers. While there may be a waiting period due to the high volume of cases, a favourable decision can offer a considerable level of financial and emotional relief. That being said, not every case wins, particularly if the evidence strongly indicates negligence.

Legal options and pursuing court action

If all preceding avenues—complaints, ADR, and the Financial Ombudsman Service—fail, legal action remains a final recourse. While litigation can be intimidating and costly, it might be the only route to securing compensation in some long-running or high-value cases.

Small claims track

For disputes under a certain monetary threshold, you can use the small claims court. The process is designed to be less formal and less expensive than higher courts, but legal representation can still be advantageous.

Higher courts

For amounts exceeding the small claims limit, you may need to pursue action in a county court or potentially the High Court. These cases often demand legal representation from solicitors or barristers. The legal costs can be substantial, especially if the outcome is unfavourable.

Building a robust legal case

• Seek professional legal advice: Use solicitors with expertise in financial disputes.

• Documentation: Obviously, you’ll need impeccable records of the fraud, plus evidence of attempts at resolution, including bank communications and ombudsman determinations.

• Witness statements: If friends, family, or colleagues can corroborate key facts—such as phone calls or verification attempts—these statements can fortify your claim.

Risks and considerations

• Costs: You might not recover your legal fees even if you win, depending on the court’s decision.

• Time: Court cases can drag on for months or even years.

• Stress: Legal disputes are inherently stressful, so consider whether the potential outcome is worth it.

Should you decide to proceed with legal action, ensure you are thoroughly prepared and have assessed the balance of risks versus rewards. For many, the finality and potential compensation of a court ruling can be worth the challenges, but it’s not for everyone.

Prevention: protecting yourself from APP fraud

The best approach to APP fraud is, undeniably, prevention. Taking proactive measures can dramatically reduce your exposure to the criminals who exploit vulnerabilities in payment systems and personal trust.

Stay sceptical of unsolicited contacts

Criminals often pose as trusted organisations. Educate yourself on how official bodies typically interact with customers. For instance, banks rarely ask for entire passwords or require immediate transfers to new accounts.

Look out for anomalies

If you receive an invoice from a known supplier but the banking details have changed, verify it with a phone call. Do thorough checks on any online seller offering goods at prices far below market value.

Keep your systems secure

• Antivirus software: A good antivirus helps detect malicious links or attachments.

• Regular updates: Keep your operating system, browser, and banking apps up to date.

• Two-factor authentication: Where available, activate 2FA to make account access more secure.

Train yourself in social engineering awareness

Fraudsters blend technology with psychological manipulation. They leverage fear, excitement, or trust, so recognise these triggers. If you feel a strong emotional reaction or sense of urgency, pause and reassess.

Some practical tips

• Never share One-Time Passcodes (OTPs): Banks or official services will not request OTPs under normal circumstances.

• Set daily transfer limits: This can prevent large sums from leaving your account if you fall for a scam.

• Monitor accounts regularly: Frequent checks of your transaction history can catch suspicious activity early.

By adopting a layered approach to security—emotional, digital, and procedural—you substantially lower your risk of becoming an APP fraud target. More importantly, a prepared mindset can help you remain calm under pressure and more readily spot the red flags that criminals rely upon to execute their scams.

Final thoughts on APP fraud claims

Authorised push payment fraud represents a rapidly evolving threat to the UK’s financial landscape. Falling prey to such scams can be a devastating experience, both financially and emotionally. However, as this guide has demonstrated, knowledge and preparedness are your most valuable defences. From recognising the various scams and understanding how they occur, to navigating the claims process and ultimately pursuing legal action, each component reinforces one central principle: you have options.

The UK’s regulatory environment—especially the reimbursement code—grants victims more avenues than ever before to reclaim funds. Banks are expected to exercise vigilance, provide meaningful warnings, and treat victims fairly. In return, customers are urged to stay alert, follow security guidance, and report fraud promptly. This mutual responsibility approach, though not perfect, has led to countless cases of successful reimbursement and is a testament to the system’s ongoing endeavour to address APP fraud’s persistent challenge.

Above all, self-education remains pivotal in safeguarding your finances. Even if you never fall victim, sharing this knowledge can help protect your friends, family, and colleagues. With robust safeguards in place and a willingness to challenge dubious requests, the power to combat APP fraud truly lies in your hands.

Frequently Asked Questions

General understanding

What exactly is APP fraud?

Authorised Push Payment (APP) fraud is a scam where victims are tricked into willingly transferring money from their account to a fraudster's bank account, often through deception or impersonation.

How common is APP fraud in the UK?

APP fraud is increasingly prevalent, with tens of thousands of cases reported annually. It represents one of the fastest-growing financial crimes due to the rise in online and mobile banking.

Is APP fraud the same as other types of banking fraud?

No, APP fraud differs because victims willingly initiate the transfer themselves, unlike card fraud or account takeovers, where criminals directly access your account without your knowledge.

Claiming reimbursement

Can I always get reimbursed if I'm a victim?

Not always. Banks evaluate whether you acted with reasonable care. If they determine you were negligent, reimbursement might be partial or denied.

What counts as negligence by the bank?

Negligence might include ignoring bank warnings, not verifying payee details despite clear inconsistencies, or disregarding obvious red flags.

What if my bank isn’t part of the reimbursement code?

If your bank isn't part of the reimbursement code, your claim may be more complicated. You can still file a complaint and escalate it to the Financial Ombudsman Service if unsatisfied.

Reporting and immediate action

What should I do immediately after realising I’ve been scammed?

Immediately contact your bank’s fraud hotline, halt further transactions, and report the incident to Action Fraud.

Should I inform the police directly?

Usually, reporting to Action Fraud is sufficient. However, contacting local police might be necessary if you need a crime reference number for further actions.

Can my bank recover the stolen money?

Recovery is possible if reported quickly, as banks may freeze funds before criminals withdraw them. However, successful recovery declines dramatically over time.

Evidence and documentation

What evidence do I need for a strong claim?

Provide transaction details, screenshots of communications, bank warnings received, and police or Action Fraud reference numbers.

What happens if I lose my evidence?

Losing evidence weakens your claim but doesn’t necessarily invalidate it entirely. Contact your bank promptly to explain the circumstances clearly.

Should I keep records even after my claim is resolved?

Yes, retaining records helps if related issues arise later or if the fraudster attempts identity theft.

Dealing with rejected claims

Why might my claim be rejected?

Claims can be rejected due to insufficient evidence, perceived negligence, or failure to follow warnings provided by your bank.

What can I do if my bank rejects my claim?

You can request an internal review, file a formal complaint with the bank, or escalate to the Financial Ombudsman Service.

Financial Ombudsman Service (FOS)

Is the Financial Ombudsman Service free?

Yes, FOS services are entirely free for consumers.

How long does it typically take for the FOS to decide?

While simpler cases might be resolved within a few months, complex cases may take six months or longer.

Is the FOS decision binding?

If you accept the FOS decision, it becomes legally binding for both parties. If you reject it, you may pursue legal action.

Alternative dispute resolution (ADR)

What are the advantages of mediation or arbitration over court action?

ADR typically offers faster, less costly resolutions and allows for more collaborative outcomes.

Can I still go to court if mediation fails?

Yes, mediation does not restrict your right to subsequently pursue legal action.

Legal considerations and court actions

When should I consider legal action?

Legal action should be a last resort, typically considered if substantial amounts are involved and other dispute mechanisms have failed.

What court deals with APP fraud cases?

Smaller claims usually go to small claims courts, while larger claims require action in the county or high courts.

Can I recover legal costs if I win?

Potentially, but the court's decision will dictate whether you can reclaim your legal costs. This varies by case.

Prevention and protection strategies

How can I avoid becoming an APP fraud victim?

Be cautious with unsolicited contacts, verify payment requests independently, use two-factor authentication, and monitor your accounts frequently.

Is there software that can help protect against fraud?

Yes, antivirus software, secure payment gateways, and secure mobile apps help mitigate the risk by identifying malicious links or suspicious transactions.

Does my bank provide alerts for suspicious activities?

Most banks offer security alerts. Activating these can help detect and prevent fraudulent transactions early.

Impact on financial health and credit scores

Does APP fraud affect my credit rating?

Generally, no. However, if fraud-related losses cause missed payments or financial difficulty, your credit score could indirectly suffer.

Can I get financial support if fraud leaves me in difficulty?

Many banks offer hardship support or overdraft extensions to assist victims temporarily.

Support and emotional wellbeing

Is there emotional support available for victims?

Yes, charities and consumer advice organisations provide emotional and financial guidance to help victims recover from the trauma associated with APP fraud.

Still have questions?

Sometimes, the complexities of authorised push payment fraud require a tailored, expert approach. If you still have questions or need additional guidance, speaking with a professional may help clarify your next steps. Experts in financial disputes can review your situation, advise on possible evidence gaps, and guide you through any remaining queries you have about pursuing a claim. Your first consultation is usually free, giving you the opportunity to gain peace of mind and formulate a more effective strategy.

Glossary

Account takeover

A form of fraud where criminals gain unauthorized access to a victim’s bank account, typically through stolen credentials or hacking, without the victim directly initiating transactions.

Action Fraud

The UK's national reporting centre for fraud and cybercrime, managed by the City of London Police. Victims of APP fraud are encouraged to report incidents here.

Alternative dispute resolution (ADR)

Methods of resolving disputes outside of formal court proceedings, including mediation and arbitration, often used in financial disputes.

APP fraud (Authorised Push Payment fraud)

A type of financial scam where a victim is tricked into willingly transferring money to a fraudster's bank account, believing it is legitimate.

Arbitration

A formal ADR process where a neutral third party reviews evidence from both sides and makes a binding decision.

Bank transfer

The electronic movement of funds directly from one bank account to another, typically executed via online or mobile banking systems.

Chargeback

A banking procedure allowing consumers to dispute a transaction, typically associated with debit or credit card payments rather than bank transfers.

CEO fraud

A specific form of APP fraud where criminals impersonate senior executives to deceive employees into making fraudulent transfers.

Confirmation of Payee (CoP)

A UK banking service that verifies payee details before processing a payment, helping reduce APP fraud by ensuring payments are sent to the correct recipient.

Contingent Reimbursement Model Code (CRM code)

A voluntary code outlining responsibilities for banks and customers, governing reimbursement procedures for APP fraud victims who have acted responsibly.

Crypto scam

Fraud involving false cryptocurrency investments, often promising guaranteed high returns to lure victims into transferring money.

Faster Payments Service (FPS)

A UK banking system enabling instant bank transfers, commonly exploited by fraudsters due to the speed at which funds can be moved.

Financial Conduct Authority (FCA)

The UK regulatory body overseeing financial firms to protect consumers, maintain integrity in financial markets, and reduce financial crimes.

Financial Ombudsman Service (FOS)

An independent UK body providing dispute resolution between consumers and financial service providers.

Fraud mule

Individuals whose accounts are used by fraudsters to receive and rapidly move stolen funds, making tracing difficult.

Gross negligence

A legal standard applied by banks, indicating significant carelessness by customers, potentially affecting reimbursement outcomes.

Identity fraud

Fraud where personal details are stolen and used to carry out financial transactions or open new accounts in the victim’s name.

Impersonation scam

An APP fraud tactic involving fraudsters pretending to be trustworthy individuals or organisations, such as bank representatives or government officials.

Invoice fraud

A scam where criminals alter or fabricate invoices to divert payments intended for legitimate suppliers into their own accounts.

Malware

Malicious software secretly installed on devices, used by fraudsters to obtain sensitive banking credentials and facilitate APP fraud.

Mediation

A voluntary and informal ADR method where an impartial mediator helps disputing parties reach an agreed-upon resolution.

Money laundering

The illegal process of disguising the origins of stolen money, often involving transferring funds through multiple accounts to obscure their source.

Mule account

A bank account specifically set up or used by criminals to receive and quickly redistribute stolen funds.

Online banking fraud

Fraud committed through internet banking platforms, including APP scams that exploit digital banking systems.

One-time passcode (OTP)

A temporary security code sent by banks to verify transactions or login attempts; fraudsters often deceive victims into revealing these codes.

Payee verification

Procedures banks use to confirm the identity of a recipient before allowing payment transactions, significantly reducing fraudulent payments.

Payment Systems Regulator (PSR)

The UK regulator overseeing payment systems, responsible for ensuring banks handle APP fraud claims appropriately and fairly.

Phishing

Fraudulent attempts, usually via email, to obtain sensitive personal or banking information by impersonating reputable entities.

Purchase scam

A scam involving victims being tricked into paying for goods or services that never arrive or differ significantly from what was advertised.

Push payment

An electronic payment initiated by the payer directly instructing their bank to transfer funds, often targeted by APP fraudsters.

Reasonable care

The standard applied by banks determining whether a customer has sufficiently protected themselves against fraud, influencing reimbursement decisions.

Recovery room scam

Fraudsters contacting previous victims, falsely claiming they can recover lost funds for a fee, perpetuating further financial loss.

Romance scam

A form of APP fraud involving criminals developing false romantic relationships online to emotionally manipulate victims into sending money.

Safe account scam

Fraudsters deceiving victims into transferring money into supposedly secure accounts, falsely claiming their existing account is compromised.

SIM swapping

A fraud tactic where criminals take control of a victim's phone number, intercepting security codes and facilitating unauthorized transactions.

Small claims court

A court handling smaller financial disputes, including those arising from APP fraud, with simplified procedures and lower fees.

Social engineering

Manipulative techniques fraudsters use to trick victims into revealing sensitive information or performing actions beneficial to the scammer.

Spoofing

Faking caller ID, email addresses, or websites to appear legitimate, commonly employed by fraudsters in APP scams.

Transaction limit

Bank-imposed limits on the amount of money that can be transferred in a single transaction or day, used as a precaution against fraud.

Two-factor authentication (2FA)

A security method requiring two separate forms of verification, significantly reducing the risk of unauthorised access to accounts.

Victim blaming

When banks unfairly hold fraud victims responsible due to perceived negligence, potentially hindering reimbursement.

Vishing

Voice phishing, where fraudsters use phone calls to deceive victims into providing sensitive personal or financial information.

Whaling

A targeted type of phishing directed at high-level executives or wealthy individuals, often related to CEO fraud schemes.

Useful Organisations

Action Fraud

Action Fraud is the UK's national reporting centre for fraud and cybercrime, managed by the City of London Police. It provides a single point for individuals and businesses to report fraud, helping authorities track, investigate, and combat scams, including authorised push payment (APP) fraud.

• Phone: 0300 123 2040

• Website: www.actionfraud.police.uk

Financial Ombudsman Service (FOS)

The Financial Ombudsman Service offers free, independent resolution for disputes between UK consumers and financial institutions. It handles cases involving APP fraud where the consumer and the bank cannot reach an agreement, ensuring fair outcomes.

• Phone: 0800 023 4567

• Website: www.financial-ombudsman.org.uk

Financial Conduct Authority (FCA)

The FCA regulates financial institutions to protect consumers and ensure integrity in the UK's financial markets. It provides guidance and support for financial services users, including advice on avoiding and responding to APP fraud.

• Phone: 0800 111 6768

• Website: www.fca.org.uk

Citizens Advice

Citizens Advice offers confidential, impartial support and advice on a range of issues, including financial scams like APP fraud. They provide guidance on how to reclaim losses and prevent further scams.

• Phone: 0800 144 8848

• Website: www.citizensadvice.org.uk

Payment Systems Regulator (PSR)

The PSR regulates payment systems across the UK to ensure they operate effectively and fairly. It oversees banks’ compliance with APP fraud prevention and reimbursement rules, working to enhance consumer protection.

• Phone: 0300 456 3677

• Website: www.psr.org.uk

UK Finance

UK Finance represents the UK banking and financial industry. It provides statistics, information, and guidance about financial fraud, including regular updates on APP fraud and advice on fraud prevention.

• Phone: 020 7706 3333

• Website: www.ukfinance.org.uk

Victim Support

Victim Support is an independent charity providing confidential emotional and practical assistance to anyone affected by crime, including victims of financial fraud. They offer tailored support and resources to help victims cope and recover.

• Phone: 0808 168 9111

• Website: www.victimsupport.org.uk

Which?

Which? is a consumer rights organisation providing independent advice and advocacy on issues affecting consumers, including APP fraud. It offers detailed guidance, campaign information, and practical steps on dealing with scams and claims.

• Phone: 029 2267 0000

• Website: www.which.co.uk

All references

Action Fraud (2021) Fraud and Cyber Crime: Reporting Centre. City of London Police. https://www.actionfraud.police.uk/

Action Fraud (2022) Romance Scams. National Fraud Intelligence Bureau. https://www.actionfraud.police.uk/a-z-of-fraud/romance-scams

Action Fraud (2023) Protect Yourself from Fraud: National Advice for Individuals. https://www.actionfraud.police.uk

Citizens Advice (2023) Protecting Your Rights: Financial Scams and You. https://www.citizensadvice.org.uk

Financial Conduct Authority (2021) Consumer Protection in the Banking Sector. https://www.fca.org.uk

Financial Ombudsman Service (2022) Fair Treatment of Customers in Fraud Claims. https://www.financial-ombudsman.org.uk

Financial Ombudsman Service (2023) Dispute Resolution Guidelines. https://www.financial-ombudsman.org.uk

Law Society of England and Wales (2022) Taking Legal Action in Fraud Cases. https://www.lawsociety.org.uk

Lending Standards Board (2022) Contingent Reimbursement Model Code: Guidelines for Banks. https://www.lendingstandardsboard.org.uk

Ministry of Justice (2023) Using Mediation and Arbitration for Financial Disputes. https://www.gov.uk/government/organisations/ministry-of-justice

Payment Systems Regulator (2021) Progress Report on Bank‑Handling of APP Scams. https://www.psr.org.uk

Payment Systems Regulator (2022) Encouraging Fair Outcomes in Payments. https://www.psr.org.uk

UK Finance (2021) Authorised Push Payment Fraud Update. https://www.ukfinance.org.uk

Which? (2022) Consumer Rights: Challenging Bank Decisions on Fraud Claims. https://www.which.co.uk

Which? (2023) Tips for Effective Fraud Claim Submissions. https://www.which.co.uk

Disclaimer

The information provided in this guide is for general informational purposes only and does not constitute professional dental advice. While the content is prepared and backed by a qualified dentist (the “Author”), neither Clearwise nor the Author shall be held liable for any errors, omissions, or outcomes arising from the use of this information. Every individual’s dental situation is unique, and readers should consult with a qualified dentist for personalised advice and treatment plans.

Furthermore, Clearwise may recommend external partners who are qualified dentists for further consultation or treatment. These recommendations are provided as a convenience, and Clearwise is not responsible for the quality, safety, or outcomes of services provided by these external partners. Engaging with any external partner is done at your own discretion and risk. Clearwise disclaims any liability related to the advice, services, or products offered by external partners, and is indemnified for any claims arising from such recommendations.