Author: Neena Jhawer, Senior Consultant Solicitor at Setfords | Last updated: 9th September 2026 | Read time: 6 minutes
Authorised Push Payment (APP) fraud happens when you’re tricked into sending money to a fraudster yourself, rather than your account being hacked. Since October 2024, new Payment Systems Regulator (PSR) rules mean most UK victims are entitled to reimbursement of up to £85,000. Here’s what an APP scam is, what you’re entitled to, and how a financial fraud solicitor can help you get your money back.
Key takeaways
- An APP scam happens when you’re tricked into authorising a fraudulent payment yourself, not when your account is hacked.
- Since October 2024, most UK bank transfer scams are covered by mandatory PSR reimbursement rules, capped at £85,000.
- Your bank has 5 business days to pay a valid claim, and can no longer refuse just because you missed the warning signs.
- If your bank rejects your claim, you can appeal and then escalate to the Financial Ombudsman Service.
- A solicitor can strengthen your case, deal with your bank on your behalf, and pursue further recovery routes if reimbursement doesn’t cover everything.
What is an Authorised Push Payment (APP) scam?
An Authorised Push Payment (APP) scam happens when someone tricks you into authorising a bank transfer to an account they control. Unlike card fraud or account hacking, you make the payment yourself, believing you’re paying someone genuine.
What does “Authorised Push Payment” mean?
It’s the banking industry’s term for any transfer you initiate and approve yourself, as opposed to a payment taken without your knowledge. APP fraud exploits that authorisation: you’re deceived, but the payment itself is technically “authorised” by you.
APP scams take several common forms:
- Romance scams. A fraudster builds a fake relationship online, then asks for money.
- Impersonation scams. Criminals pose as your bank, HMRC, or the police.
- Investment scams. You’re offered a fake opportunity promising high returns.
- Purchase scams. You pay for goods or services that never arrive.
- Misrepresentation scams. You’re misled by a false business deal or job offer.
Thousands of people across the UK are affected by APP fraud every year, and it can happen to anyone, regardless of how careful you are with money.
APP scams in numbers:
- £85,000: maximum reimbursement under the Payment Systems Regulator scheme
- 5 days: your bank’s deadline to pay a valid claim
- £445,000 : maximum award the Financial Ombudsman Service can make
Your rights under the PSR reimbursement rules
As of October 2024, the Payment Systems Regulator’s mandatory reimbursement rules mean your bank may have to repay you if you’re a victim of APP fraud. If you were scammed through Faster Payments or CHAPS within the UK, you may be entitled to:
- Reimbursement of up to £85,000
- Payment within 5 business days
- Extra protection if you’re considered a vulnerable customer
- Shared liability between the sending and receiving banks
Your bank can no longer refuse your claim automatically just because it thinks you were careless. If you acted in good faith, you should be entitled to protection under these rules.
What to do if you’ve been scammed
Realising you’ve been scammed can be overwhelming, but acting quickly gives you the best chance of recovering your money. These first two steps often happen at the same time.
- Contact your bank immediately. Ask it to freeze your account and start the reimbursement process.
- Gather your evidence. Save every message, receipt, and transaction record connected to the scam.
- Report the scam. File a report with the Report Fraud service and tell any platforms involved, such as a dating app or social media site.
- Get legal advice. A solicitor can help you build a strong case, challenge a bank decision, and recover your money.
What happens when you report to the Report Fraud service?
Report Fraud (previously Action Fraud) passes your report to the National Fraud Intelligence Bureau, which assesses it for investigation and shares data to help banks and police track scam patterns. Reporting doesn’t guarantee your money back on its own, but it strengthens your case and supports the wider effort to stop the same fraudster targeting someone else.
If your bank rejects your claim
A rejected claim is frustrating, but it isn’t the end of the road. You have the right to challenge the decision.
Step 1: Appeal to your bank. Ask for a written explanation, including any claim of negligence or fault on your part. Submit a formal complaint through the bank’s process, setting out clearly why you believe the decision is unfair, and include any new evidence that supports your position, such as proof of vulnerability or misleading messages from the scammer.
Step 2: Escalate to the Financial Ombudsman Service. If your bank still won’t reimburse you, the Financial Ombudsman Service (FOS) is an independent body that resolves disputes between you and your bank. It will review whether your bank followed the PSR rules fairly, investigate the evidence from both sides, and can order reimbursement plus compensation if it finds your bank acted unfairly.
As of April 2025, the FOS can award up to £445,000 for complaints about acts on or after 1 April 2019, well above the PSR scheme’s £85,000 cap. The FOS can recommend payments above this limit where it believes that’s fair, though firms aren’t legally required to follow a recommendation beyond the cap.
What can slow your claim down
- Disputed liability. Your bank may argue you were grossly negligent, which can delay or reduce your reimbursement.
- Missing evidence. Gaps in your records make it harder to prove exactly what happened and when.
- Split liability between banks. The sending and receiving banks sometimes disagree over who’s responsible, which can hold up your case.
What helps your claim move faster
- Act quickly. Reporting the scam and contacting your bank as soon as you notice protects your claim and any funds that haven’t moved yet.
- Keep everything. Save messages, receipts, and transaction records from day one, even if they’re difficult to look back on.
- Get advice early. A solicitor can identify the strongest grounds for your claim and deal with your bank so you don’t have to.
Speak to our financial fraud team
When to speak to a solicitor
You don’t need to have all the answers before you speak to a solicitor. If any of the following apply, it’s worth getting advice early:
- Your bank has refused to reimburse you
- You’re not sure whether the PSR reimbursement rules apply to your case
- The scam involved cryptocurrency, an international transfer, or a large sum
- You feel your vulnerability wasn’t properly taken into account
- You’d rather have someone deal with your bank on your behalf
A solicitor can assess whether your case qualifies under the PSR rules, gather and organise your evidence, negotiate with your bank, and escalate to the Financial Ombudsman Service if needed. In more complex cases, a solicitor can also pursue freezing orders, disclosure orders, or civil action to trace and recover stolen funds.
FAQs
How long do I have to make a claim for an APP scam?
There’s no single fixed deadline, but you should report the scam to your bank and Report Fraud as soon as possible. Acting quickly protects any remaining funds and strengthens your evidence.
Will my bank definitely reimburse me?
Not automatically. Your bank will assess your case against the PSR rules, and while most straightforward claims should qualify, some are contested. A solicitor can help you understand your position and challenge a refusal.
What happens if my bank says I was negligent?
Your bank can no longer refuse your claim purely for not spotting the warning signs. If it argues gross negligence, you can challenge that finding through your bank’s complaints process and, if needed, the Financial Ombudsman Service.
What’s the difference between the PSR scheme and the Financial Ombudsman Service?
The PSR scheme is the mandatory reimbursement process your bank must follow, capped at £85,000. The Financial Ombudsman Service is an independent body you can escalate to if your bank rejects your claim, and it can award up to £445,000.
Can I still get help if my scam happened before October 2024?
Yes. Older cases fall outside the mandatory PSR scheme but may still have grounds for a claim through your bank’s complaints process or the Financial Ombudsman Service. Speak to a solicitor to understand your options.
About the author
Neena Jhawer is a Senior Consultant Solicitor at Setfords, specialising in fraud and criminal law. She regularly helps clients recover money lost to APP scams and other types of financial fraud.
This article is general information about Authorised Push Payment (APP) scams and fraud recovery in England and Wales and is not legal advice. The law and timescales can change, and every situation is different, so please speak to a qualified financial fraud solicitor about your circumstances.
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