From 7 October 2024, building societies and banks will be required to reimburse customers who have lost money to fraud where they have been tricked into making a payment to an authorised push payment fraud scam under new rules introduced by the Payment Systems Regulator.

Authorised push payment fraud happens when you are tricked by a criminal into sending money by bank payment to an account that they control and which you do not. You can make a bank payment through online and mobile banking, at your branch or by telephone banking.

What you need to do to claim reimbursement

If you think that you have made a payment to a scam you need to take the following steps as quickly as you can once you realise that you may have been the victim of fraud:

• Contact the building society / bank that made the payment on your behalf. They will do their best to retrieve the money and reimburse your loss if they can’t do so.

• Report the fraud to the police via ActionFraud – call 0300 123 2040 or go online at https://www.actionfraud.police.uk/ 

• Warn family and friends about the scam.

Under the new rules, the building society / bank that sent the payment will reimburse your loss subject to certain conditions being met – this includes co-operating with your building society / bank in investigating the transaction. 

Your building society / bank should keep you informed of progress. In most cases you should be reimbursed within five business days of making a claim.

What types of payment does the scheme cover? 

The new rules cover individuals, micro-enterprises and micro-charities using the main UK payment systems - CHAPS and Faster Payments.

The maximum level of claim is £85,000.

Payments made to scams by a credit card are covered by a separate credit card refund scheme.

Further information

The Take 5 to stop Fraud campaign has a comprehensive guidebook - Your guide to authorised push payment fraud reimbursement available on their website.

Or ask your building society or bank!