What counts as an APP scam
An Authorised Push Payment (APP) scam is when you're deceived into sending money yourself — not when someone steals your card or hacks your account without your knowledge (that's an unauthorised transaction, and was already covered before 2024). Typical examples: a fake call from "your bank" asking you to move money to a "safe account", a romance scam, an investment scam, or a purchase scam where goods never arrive.
Are you covered?
| Situation | Covered? |
|---|---|
| You transferred money via UK bank transfer (Faster Payments) after being deceived | Usually yes |
| You paid by card, or via an international transfer | Not under this scheme |
| You're classed as a vulnerable customer | Yes, and no £100 excess applies |
| You ignored a clear, specific warning from your bank about this exact scam | Provider may refuse — ask them to explain why in writing |
| You reported it to your provider promptly | Strengthens your claim; report as soon as you notice |
This table summarises the general rule. Individual cases vary — if your provider refuses, you can still escalate to the Financial Ombudsman Service (see below).
How much, and what's the £100 excess?
The maximum reimbursement is £85,000 per claim. Your provider is allowed to apply an excess of up to £100 — meaning the first £100 of your claim may not be refunded — but this is optional, not universal: some providers choose not to apply it at all. If you're a vulnerable customer, no excess applies, and the usual "did you take enough care" test isn't used against you.
How to claim, step by step
- Report the scam to your bank or payment provider directly — by phone, app, or in branch, as soon as you realise. This starts the clock on your claim.
- Provide the details they ask for — screenshots, messages, call records, anything that documents how you were deceived.
- Wait for a decision — up to 5 business days. If your provider needs more time to investigate, they can extend this to a maximum of 35 business days, but they must tell you they're doing so.
- If refused or you disagree with the amount: escalate to the Financial Ombudsman Service. It's free, you don't need a solicitor, and the Ombudsman can overturn your provider's decision.
Before you claim: report it properly too
Reimbursement and reporting are two separate things — do both. Forward a scam text to 7726, and report the fraud itself to Action Fraud (0300 123 2040 or actionfraud.police.uk). Neither is a substitute for contacting your bank directly about the money — see the full step-by-step order here →.
Prevention still beats reimbursement
Reimbursement takes days to weeks, and isn't guaranteed in every case. Egidio recognises the patterns that precede APP scams — spoofed bank numbers, urgency, requests to move money "to safety" — before you send anything. All analysis happens entirely on your Android device.
Install Egidio freeFrequently Asked Questions (FAQ)
Am I covered if I was tricked into transferring money myself?
Since 7 October 2024, UK banks and payment providers must reimburse most victims of Authorised Push Payment (APP) fraud — where you were deceived into authorising the transfer yourself, for example after a fake bank call or a romance scam. This is different from an unauthorised transaction, which was already covered before.
How much can I get back?
Up to £85,000 per claim. Your provider can apply an excess of up to £100 on the claim — meaning the first £100 may not be reimbursed — except if you're classed as a vulnerable customer, in which case no excess applies and the standard consumer-caution test isn't used against you.
How long does the bank have to pay me back?
Your provider must reach a decision and reimburse you within 5 business days of your claim. If they genuinely need more time to investigate, they can extend this to a maximum of 35 business days — but they must tell you this is happening.
What if my bank refuses to reimburse me?
If your provider rejects your claim or you disagree with the amount, you can escalate free of charge to the Financial Ombudsman Service (FOS). You don't need a solicitor, and there's no cost to you.