What is APP fraud?
Authorised Push Payment fraud (APP fraud) happens when someone tricks you into sending money to them under false pretences.
APP fraud payments are requested by bank transfer or other types of online payment, so they can’t be reversed once the victim realises what has happened.
The many types of APP fraud scams can be very convincing. Examples include fraudsters:
- Requesting payments for goods, services, or investments that don’t exist.
- Pretending to be in an online personal relationship and asking for money.
- Impersonating a bank employee or other official figure to convince someone to transfer money.
5 simple steps to help you avoid APP fraud
- If you receive an unexpected request for payment, always check the request at source. Don’t use the contact details provided in the payment request, find the company’s website and contact details instead.If you receive an unexpected request for payment, always check the request at source. Don’t use the contact details provided in the payment request, find the company’s website and contact details instead.
- Before making any large purchase or investment online or over the phone, check if the seller is genuine.Before making any large purchase or investment online or over the phone, check if the seller is genuine.
- Can you find the company online? Do they have good reviews on Trustpilot?Can you find the company online? Do they have good reviews on Trustpilot?
- Think carefully before making a payment to any account with a different name to that of the company or person you believe you are dealing with.Think carefully before making a payment to any account with a different name to that of the company or person you believe you are dealing with.
- Don’t automatically assume that a payment request is valid, just because someone has your personal or confidential information.Don’t automatically assume that a payment request is valid, just because someone has your personal or confidential information.
Remember, if in doubt; Stop, challenge, protect
Take Five is a national campaign that offers straight-forward and impartial advice to help everyone protect themselves from preventable financial fraud. This includes email and phone-based scams as well as online fraud – particularly where criminals impersonate trusted organisations.
If you think you've been a victim of APP fraud, get in touch
The protection we give you from APP fraud
From 7 October 2024, we’ll refund any money lost through APP (Authorised Push Payment) fraud within 5 working days, due to new banking rules. All you need to do is report the fraud to us and we’ll take care of the rest. We’ll refund eligible claims up to £85,000 (a limit set by the Payment Systems Regulator – go to psr.org.uk to find out more).
If you’ve been the victim of an APP fraud that took place before 7 October 2024 we may still be able to refund your money - please get in touch.
These new rules don’t cover the following APP fraud payments:
- If a claim includes false information or there's attempted fraud.If a claim includes false information or there's attempted fraud.
- Made before 7 October 2024, or claims that are older than 13 months from when the fraud took place.Made before 7 October 2024, or claims that are older than 13 months from when the fraud took place.
- That aren’t made by Faster Payments or CHAPS Payments (for example international payments, debit/credit card purchases, cheques, or cash withdrawals).That aren’t made by Faster Payments or CHAPS Payments (for example international payments, debit/credit card purchases, cheques, or cash withdrawals).
- Made to an account in your name which you control.Made to an account in your name which you control.
- Involving a civil dispute (for example a disagreement over goods or services not being delivered).Involving a civil dispute (for example a disagreement over goods or services not being delivered).
- Sent or received by credit unions, municipal banks, and national savings banks.Sent or received by credit unions, municipal banks, and national savings banks.
To make a successful claim, you must report the fraud as soon as possible and provide all the information we need to complete our investigation. We may ask you to report the fraud to the police or do that on your behalf.
Each claim is reviewed on a case-by-case basis, and we may not refund all claims. For example, if we can see there has been gross negligence by the account holder. This could include ignoring direct warnings from Tesco Bank or another bank before making a payment or continuing to make further payments after reporting the fraud.
If for any reason you’re unhappy with the outcome of your claim, you can raise a complaint with us.
