Protecting you against APP Scams

• Payments made using Faster Payments or CHAPS in the UK.
• Claims up to a maximum of £85,000.
• Payments made on or after 7^th October 2024.

In most cases we’ll aim to make a decision on your claim in 5 business days. However, in some cases we may need extra time and a decision, including any refund that you are due, which may take up to 35 business days.

A £100 excess could apply to any eligible claim you make, meaning we wouldn’t refund this amount of money if the claim is successful.  For example, if you make a claim of £500, you may only get £400 back. If your claim is under £100 you may not get any money back, however it’s important you still report it to us.

We’ll take your personal circumstances into account and where they have a material impact on your ability to protect yourself from the scam, the excess will not apply.

If you think you’ve been a victim of an APP scam up to and including 6th October 2024 find out how we can help. 

• Payments made using cash, a cheque, or a credit, debit, or prepaid card.
• Where you have a genuine disagreement with the person or company you’re paying. For example, if you’ve paid a retailer or business but you’re not satisfied with the product or service you received.  
• APP scams where the final payment was made more than 13 months before you report it.
• Payments you’ve made to another account that you control.
• International payments.
• Payments you’ve made to an account with a credit union, municipal bank, or a national savings bank (a state-owned savings bank in the UK).
• If the payment you made is unlawful. For example, if the payment was for an illegal item.
• You’ve acted fraudulently yourself – including if you’ve lied or misrepresented your circumstances for financial gain.
• You have not, through gross negligence, met one or more of the measures in the Consumer Standard of Caution. We’ll take your personal circumstances into account and where any personal circumstance has had a material impact on your ability to protect yourself from the scam, this won’t impact your claim.