Your APP Scam claim may not be approved by us in the following circumstances:
- if it did not meet the requirements set out above in ‘Can I submit a reimbursement claim to you if I have been the victim of an APP Scam?’
- for any amount claimed in excess of £85,000*;
- in respect of any international payments or payments made using cheques or cash;
- where payments are sent or received by credit unions, municipal banks and national savings banks;
- if the consumer standard of caution exception applies (unless you are considered a vulnerable customer) – please see below section ‘What is the consumer standard of caution exception?’;
- if the amount claimed is the subject of a civil dispute or other civil legal action;
- if you have acted fraudulently, such as by committing first party fraud;
- if the APP Scam claim has been submitted fraudulently or dishonestly; or
- if otherwise required by applicable laws, including the APP Scam Reimbursement Rules set out by the PSR, Pay.UK and any other relevant regulatory authorities (as they may be amended from time to time).
Please note that the above list is a non-exhaustive list of the reasons your APP Scam claim may not be approved. We must assess your APP Scam claim on a case-by-case basis in accordance with the relevant APP Scam regulations and will only approve a claim that meets all regulatory requirements.
*PSR confirms its decision on APP scams reimbursement. Click here for more details