If you have been the victim of an APP Scam from 7 October 2024, you may be able to submit a reimbursement claim to us if the following has occurred:
- you are a consumer, micro-enterprise or charity;
- “consumer” means an individual who, in contracts for payment services to which the Electronic Money Regulations 2011 and Payment Services Regulations 2017 apply, is acting for purposes other than a trade, business or profession
- “micro-enterprise” means an enterprise that employs fewer than 10 persons and whose annual turnover and/or annual balance sheet total does not exceed €2 million (or equivalent)
- “charity” means a body whose annual income is less than £1 million and is registered in accordance with the relevant legislation in the UK
- you are a customer of ours and hold an account with us;
- the payment transaction was authorised by you from your account held with us to a third party in the UK;
- the third party account that the payment was sent to is not controlled by you;
- the payment transaction was authorised on 7 October 2024 or later;
- the payment was sent through the Faster Payments System or CHAPS;
- the payment was sent to an unintended recipient that you were deceived into transferring to, or it was sent to the recipient after being deceived as to the purpose of the transfer; and
- the payment transaction was authorised within 13 months of the date you are making a claim.
If your claim meets the requirements set out above and no exceptions under the APP Scam Reimbursement Rules apply, then the final reimbursable amount (as determined by our investigation) will be paid to you within five (5) business days of receiving the claim (unless we are permitted to extend this timeframe under the APP Scam Reimbursement Rules).
Please note that an excess of up to £100 will be applied to an APP Scam claim if you are not a vulnerable customer. This amount will be deducted from the amount reimbursed to you.