When Does the Bank or Card Provider Have to Refund You?
If you have been scammed, whether your bank or card provider has to refund you depends heavily on how the payment was made, whether you authorised it and which UK rules apply.
1. Bank Transfer Scam — APP Fraud
If you were tricked into sending a bank transfer yourself, this is generally known as
Authorised Push Payment (APP) fraud.
For eligible UK payments covered by the APP reimbursement rules, payment service providers generally have to reimburse eligible victims up to
£85,000 per claim, subject to the rules and exceptions. The reimbursement process normally provides for payment within
5 business days of the claim, although firms can stop the clock in certain circumstances while gathering information, with an outcome normally required within 35 business days.
An optional excess of up to £100 may apply in some cases. Vulnerable consumers are protected from this excess.
The rules apply to qualifying payments and are not a guarantee that every scam or every type of payment will be reimbursed.
2. Card Payment You Did Not Make
If someone used your debit or credit card without your authorisation, you should contact your card provider immediately.
Unauthorised payment rules can provide strong protection, subject to the circumstances and applicable rules.
This is different from a situation where you made the payment yourself but were later disappointed with the product or service.
In those cases, other protections or complaint routes may apply depending on the transaction.
3. Direct Debit
If money was collected incorrectly or without the required authority, the
Direct Debit Guarantee can provide a refund in appropriate circumstances.
The exact position depends on what happened and the nature of the collection.
4. What If the Bank Refuses Your Claim?
- Make a formal complaint to the bank or payment provider.
- Ask the bank to explain exactly why reimbursement was refused.
- Keep copies of statements, messages, emails, transaction records and other evidence.
- If you remain unhappy after the bank’s final response, you may be able to take the complaint to the Financial Ombudsman Service.
The exact outcome can depend on factors including the type of payment, when it happened, the warnings given by the bank,
what you were told by the scammer, what steps you took and whether any exception to the reimbursement rules applies.
Need Help Assessing Your Situation?
If you believe you have been scammed, you can request a consultation and tell us what happened, how you paid,
approximately how much you lost and when the payment occurred. We can help you understand which potential recovery or complaint routes may be relevant.
Book a Consultation
