Scam Recovery Guide
Been scammed? Your bank may be legally obliged to refund you. Since October 2024, the PSR mandatory reimbursement scheme covers APP fraud up to £85,000 per claim.
This guide covers your rights, the steps to take, and how to escalate if your bank refuses.
Start your scam recovery claim£85,000
Max reimbursement
5 days
Refund deadline
7 Oct 2024
Mandatory since
£455,000
FOS max award
Your recovery routes
1. PSR Mandatory Reimbursement (APP Fraud)
Since 7 October 2024, if you sent money to a scammer via Faster Payments or CHAPS, your bank must reimburse you within 5 business days. Maximum £85,000 per claim; losses above the cap can still be pursued through your bank's complaints process and the FOS. This is mandatory, and your bank cannot refuse without a valid exemption.
Start APP fraud claim →2. CRM Code (Contingent Reimbursement Model)
The voluntary CRM Code (now largely superseded by the PSR rules) set the framework for APP fraud reimbursement. Some banks still reference it. The key principle: if you took reasonable care, you should be reimbursed.
3. Section 75 (Credit Card Purchases)
If you paid by credit card and the cash price was more than £100 and not more than £30,000, the card issuer is jointly liable with the seller under Section 75 of the Consumer Credit Act 1974. This covers goods and services not delivered, or not as described.
Section 75 & chargeback guide →4. Chargeback (debit card, or credit card at £100 or less)
For debit card payments, or credit card payments of £100 or less, you can request a chargeback through your bank. Not a legal right but a card scheme rule, so time limits are set by the scheme: usually 120 days from the transaction or the date you expected delivery, and shorter for some dispute types.
Chargeback guide →Immediate steps to take
Contact your bank immediately: report the fraud and request a freeze on any pending payments
Call Action Fraud on 0300 123 2040 to get a crime reference number (you'll need this for your bank claim)
Screenshot and save all evidence: messages, emails, payment confirmations, website screenshots
Do not contact the scammer: this can compromise any investigation
Check if your payment method triggers automatic protections (Section 75, PSR reimbursement, or chargeback)
If your bank refuses within 5 days, escalate to the Financial Ombudsman Service. It's free
Emergency contacts
Action Fraud
0300 123 2040
UK fraud reporting centre
Financial Ombudsman
0800 023 4567
Free dispute resolution
Citizens Advice
0800 144 8848
Free consumer advice
Victim Support
0808 168 9111
Emotional support after fraud
Ask your bank to reimburse you
EvenStance generates complaint letters citing the PSR mandatory reimbursement rules, Consumer Duty, and BCOBS. Motor finance (PCP and HP) claims are free, and so is checking any other case. Quick Resolution is £9.99 once for a straightforward case, and Starter is £19.99 a month.
Start your scam recovery claim